1. Presented by: Mrs . Olaya Al Ghariny
Quality Director
Al Nahda Hospital

2. What is Quality?
The Institute of Medicine defines quality as:
"The degree to which health care
services for individuals and
populations increase the probability
of desired health outcomes and are
consistent with current professional
knowledge of best practice."

3. Three Aspects of Quality
 Measurable Quality
Can be defined objectively as compliance with, or adherence to
standards.
Standards serve as guidelines for excellence.
 Appreciative Quality
Requires the judgments of skilled, experienced practitioners
and sensitive, caring persons.
Peer review bodies rely on the judgments of like professionals
in determining the quality or non-quality of specific patient-
practitioner interactions.

4. Cont’ Aspects of Quality
 Perceptive Quality
Is the degree of excellence which is perceived by the
recipient or the observer of care rather than by the
provider of care.
Is generally based more on the degree of caring
expressed by physicians, nurses, and other staff than
on the physical environment and technical
competence.

5. The perception of quality by a patient
receiving care in healthcare center is
influenced most by
 The physical environment.
 Caring staff and physician.
 New technology.
 The physician's technical competence.

6. Q. How will the patient care be affected by
Quality?
A. Dimensions of Quality

7. Dimensions of Quality Pillars of Healthcare Quality
Healthcare quality should be:
􀂄 Appropriateness primarily a focus of utilization management
 Availability
 Safe Do No Harm
Compliance with National Patient Safety Goals
Safety for all patients, in all processes, all time
 Effective Produces the desired result
Evidence-based
Emphasis on preventing disease, early detection
􀂄 Patient-Centered /Respect and Caring
 Timely Without undue delay
􀂄 Efficient Done without waste(resources, time, people), resourced
appropriately, done competently
􀂄 Equitable Equity at the population level(across sub groups ,locations )
and at the individual level

8. The "appropriateness" of care is:
a. primarily a focus of utilization management
b. a key dimension of quality care.
c. equivalent to "case management”.
d. the degree to which healthcare services are
coherent & unbroken.

9. Quality Management Principles
 Leadership commitment is the Key.
 Focus on systems not on individuals.
 All decisions are based on information derived from
reliable data.
 Quality is what is perceived by the customer as quality.
 Quality management is preventive and proactive not
reactive or a quick fix.
 Quality empowers people; it does not police them.
 The modern approach to quality is thoroughly
grounded in scientific and statistical thinking.
 Total employee involvement is critical.
 Sound customer-supplier relationships are absolutely
necessary for sound quality management.

10. Cont’ Quality Management Principles
 Productive work is accomplished through effective
structure and efficient processes.
 Defects in quality come from problems in processes.
Understanding the variability of processes is a key to
improving quality.
 Quality measurement should focus on the most vital
processes.
 Poor quality is costly.