Quality concepts, Ola Elgaddar, 28 03-2013
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QUALITY CONCEPTS
Ola H. ElgaddarMBChB, MSc, MD, CPHQ, LGBSS
Lecturer of Chemical Pathology Medical Research Institute
Alexandria [email protected]
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We are what we repeatedly do, excellence, then, is not an act but
a habit
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The definition of
insanity is continuing
to do the same thing
over and over again
and expecting a different result!!
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Quality
Doing the right thing right, from the first time and every time!
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Healthcare quality
The right care for every person, every time!
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Dimensions of Quality
• Safe• Timely• Effective• Efficient• Equitable• Patient centered
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Change in emphasis
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In the past the focus was on:- The "WHAT" of care: Patient care given
- The "WHO" of care: Patient care giver
Now, the primary focus is on:- The "HOW" of care: Patient care process
- The "Result" of care: Patient care outcome
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VALUE = QUALITY + OUTCOME
COST
Cost of poor quality!!
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Management
It is the act of getting people together to accomplish desired goals and objectives using available resources efficiently and effectively
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Total Quality Management (TQM)An organization wide management philosophy and top - level commitment to provide "value" to all customers through:
- Creating an environment of continuous improvement of people skills and processes
- Building excellence into every aspect of the organization
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TQM philosophy promotes:
• Increase top down and bottom up emphasis on quality
• Decreased emphasis on inspection• Increased investment in education• Continuous, ongoing quality
improvement
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Shewhart
-American engineer & statistician- Inspection?!- SPC- Shewhart cycle
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-American Statistician- In Japan (When it was like China), he taught top management how to improve design and thus the product (Through SPC)
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Japanese Vs American!!!!
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-American management consultant and engineer -In Japan, he worked in parallel with Deming (Management for quality)- Used Pareto
JURAN
Quality is fitness for use!
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Ishikawa- A Japanese quality management innovator-QA emphasizing the customer-Quality first not short term profit
Management philosophy: Respect for humanity
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POKA -YOKE
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To err is human
- IOM, November 1999- Building a safer health system- More commonly, errors are caused by
faulty systems, processes, and conditions that lead people to make mistakes or fail to prevent them.
- http://iom.edu/~/media/Files/Report%20Files/1999/To-Err-is-Human/To%20Err%20is%20Human%201999%20%20report%20brief.pdf
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Shigeo Shingo
POKA - YOKE
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Poka – Yoke“Error proof”
- Its origin in the Japanese language from the words “poka” (which means inadvertent mistake) and from “yoke” (which means to prevent)
- Shigeo Shingo’s responsibility was managing the statistical process control in the Toyota production system in Japan during the 1950’s
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Categories of poka-yoke devices
I) Preventive:
Design the process making it impossible to make mistakes
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Categories of poka-yoke devices
II) Detection:
Signals the user when a mistake has been made, so that the user can quickly correct the problem
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Accreditation
An institution or a program meets standards of quality set forth by an accrediting agency
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JCI worldwide
• Brazil: 25• China: 20• India: 18• Jordon: 9• Qatar: 5• KSA: 49• Singapore: 14• Thiland: 23• Turkey: 41• UAE: 41
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