Saudi Diploma in Family Medicine

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Quality in Family Medicine
Saudi Diploma in Family Medicine Center of Post
Graduate Studies in Family Medicine
Dr. Zekeriya Aktürk zekeriya.akturk_at_gmail.com www.
aile.net
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Objectives

• At the end of this session, the trainees should
  be able to
• define terms related with quality
• express the benefits of quality
• explain the quality diagram Plan-Do-Check-Act
• discuss ways to improve quality in primary care
• describe quality circles/peer review groups
• describe workflow
• describe processes

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The Story of Drugs
2000 BC Eat this root... 1000 AC The root is
useless, come do this prayer... 1850 AC Prayer
is superstition...Take, drink this elixir... 1940
AC The elixir is snake oil...Use this
drug... 1985 AC The drug is ineffective...Take
this antibiotic.. 2000 AC Antibiotics are not
working...Eat this root..."
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What is Quality?
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Quality

• peculiar and essential character
• an inherent feature
• degree of excellence
• a distinguishing attribute

Websters Dictionary
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Quality

• Appropriateness for work.
• (Dr. J.M. Juran)

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Quality

• Appropriate for the conditions.
• (P.B.Crosby)

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Quality

• The level you can cover the needs.

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Quality

• Meeting the requirements at the first time, all
  the times and at the correct time.

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Quality

• Customer satisfaction.

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Some terms

• ISO 90012000
• Quality assurance
• Quality improvement
• Total quality management
• Process
• Procedure
• Instructions
• Documentation
• Quality circles

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Stakeholders
Patients
Managers
QUALITY
Workers
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Quality Cycle
W. Edwards Deming
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Quality is a process
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Quality approaches
Corrective system
1
Analyze customer needs
2
4
Corrective actions
Marketing
3
Control the process
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Preventive System
1
Analyze customer needs
2
4
Design and improve
Marketing
3
Control the process
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Benefits of TQM
Benefits to Customers
An external customer is the person or
organization who receives and pays for a product,
a service, or information. For example, the
external customer of a movie theater is the
moviegoer the external customer of a car
dealership is the new car buyer. An internal
customer is an employee or department within an
organization who receives an output in the form
of a product, service, or information from
another employee or department in that same
organization. For example, the internal customer
of a graphic designer may be the marketing
representative who requests a new product
brochure. Or the internal customer of a welder
may be the operator performing final assembly.
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Toplam Kalite Yönetiminin Yararlari
Benefits to Organizations
Logically, healthy profits are critical to any
organizations survival and must be factored into
key business decisions, including the decision to
implement quality. Though qualitys benefits
extend beyond the financial realm, organizations
should ultimately implement quality because it
makes good business sense.
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Toplam Kalite Yönetiminin Yararlari
Benefits to Employees

• Product quality leads to
• Greater pride in products and services.
• Sense of satisfaction in a job well done.
• Process quality leads to
• Improvements in internal communication.
• Reduction in frustration caused by repetitive
  problems and rework.
• Streamlined work processes that make sense to the
  employees who use them.

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• Customer satisfaction leads to
• Opportunity to serve real versus perceived
  customer needs.
• Happier customers who are more gratifying to
  serve.
• Strengthened relationships with repeat customers.
  
• Profit leads to
• More stable organizations.
• Greater job security.
• Potential for enhanced employee benefits (higher
  compensation, better health coverage, more
  competitive investment plans, etc.).
• An additional benefit to learning and applying
  quality practices is that, in doing so, employees
  gain valuable knowledge and skills desired by
  other quality-minded organizations in the job
  market.

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Three areas in quality

• Structure
• The structure of health system is important.
  Economical and political restrictions will effect
  the quality of services
• Process
• What are we doing for our patients in reality?
  Can we accomplish our responsibilities?
• Outcomes
• Is our practice really making any change? What
  about patient satisfaction, mortality, morbidity?

Rajakumar MK. Asia Pacific Family Medicine 2002
1 7478
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(No Transcript)
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Summary

• What is quality?
• Describe the quality cycle
• How did Donabedian define Structure, Process, and
  Outcome?
• What is ISO?
• What are quality circles?

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Question

• Which one is not a feature of preventive quality
  approach?
• a. Customer need analysis
• b. Design and improvement
• c. Correcting encountered errors
• d. Process control
• e. Marketing

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• I think I have said enough to show how we have
  progressed and how each one of us is only a link
  in a chain that began long before us and will
  continue long after we have gone. Therefore, we
  must honor our predecessors and delight in those
  who shall follow.
• Quality is very simple. It is love love of
  knowledge, love of man, and love o God.
• Avedis Donabedian
• Spanish Journal of Health Care and Quality, 1999