1 Chapter 13 Managing and Improving Quality. 2 Quality Management  Total Quality Management (TQM)  Customer/client focus  Total organizational involvement.

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*Chapter 13Managing and Improving Quality*Quality ManagementTotal Quality Management (TQM)Customer/client focusTotal organizational involvementUse of quality tools and statistics for measurementIdentification of key processes for improvementContinuous Quality Improvement*Quality ManagementComponents of Quality ManagementComprehensive quality management planStructure, process, and outcome benchmarksPerformance appraisalsIntradisciplinary assessment and improvementInterdisciplinary assessment and improvement *Quality ManagementMethods of Quality Management in Health CareNursing auditsPeer reviewUtilization reviewOutcomes management*Six SigmaIs a Measure, a Goal, and a System of ManagementSix Themes:Customer focusData drivenProcess emphasisProactive managementBoundaryless collaborationAim for perfection; tolerate failure*Allowing for Variance and Fostering InnovationOrganizations Must Find Ways to Foster Creativity and Innovation Without Compromising Quality Management*Risk ManagementA Risk Management Program Nursings Role in Risk ManagementIncident report steps:DiscoveryNotificationInvestigationConsultationActionRecording*Risk ManagementExamples of risk:Medication errorsDiagnostic procedureMedical-legal incidentPatient or family dissatisfaction with care*Risk ManagementRole of the Nurse Manager Handling complaintsA caring attitude*Risk ManagementEvaluating Risk Management Risk management program needs support and participation of all staffCan be a visible means of responding to patients needs*

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