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Chapter 13Chapter 13
Managing and Managing and Improving QualityImproving Quality
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Quality ManagementQuality Management
Total Quality Management Total Quality Management (TQM)(TQM) Customer/client focusCustomer/client focus Total organizational involvementTotal organizational involvement Use of quality tools and statistics Use of quality tools and statistics
for measurementfor measurement Identification of key processes Identification of key processes
for improvementfor improvement Continuous Quality Continuous Quality
ImprovementImprovement
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Quality ManagementQuality Management
Components of Quality Components of Quality ManagementManagement
Comprehensive quality Comprehensive quality management planmanagement plan
Structure, process, and outcome Structure, process, and outcome benchmarksbenchmarks
Performance appraisalsPerformance appraisals Intradisciplinary assessment and Intradisciplinary assessment and
improvementimprovement Interdisciplinary assessment and Interdisciplinary assessment and
improvement improvement
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Quality ManagementQuality Management
Methods of Quality Methods of Quality Management in Health Management in Health CareCare
Nursing auditsNursing audits Peer reviewPeer review Utilization reviewUtilization review Outcomes managementOutcomes management
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Six SigmaSix Sigma
Is a Measure, a Goal, and a System Is a Measure, a Goal, and a System of Managementof Management
Six Themes:Six Themes: Customer focusCustomer focus Data drivenData driven Process emphasisProcess emphasis Proactive managementProactive management Boundaryless collaborationBoundaryless collaboration Aim for perfection; tolerate failureAim for perfection; tolerate failure
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Allowing for Variance and Fostering Allowing for Variance and Fostering InnovationInnovation
Organizations Must Find Organizations Must Find Ways to Foster Creativity Ways to Foster Creativity and Innovation Without and Innovation Without Compromising Quality Compromising Quality ManagementManagement
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Risk ManagementRisk Management
A Risk Management Program A Risk Management Program Nursing’s Role in Risk Nursing’s Role in Risk
ManagementManagement Incident report steps:Incident report steps:
DiscoveryDiscovery NotificationNotification InvestigationInvestigation ConsultationConsultation ActionAction RecordingRecording
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Risk ManagementRisk Management
Examples of risk:Examples of risk: Medication errorsMedication errors Diagnostic procedureDiagnostic procedure Medical-legal incidentMedical-legal incident Patient or family dissatisfaction with Patient or family dissatisfaction with
carecare
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Risk ManagementRisk Management
Role of the Nurse Manager Role of the Nurse Manager Handling complaintsHandling complaints A caring attitudeA caring attitude
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Risk ManagementRisk Management
Evaluating Risk Management Evaluating Risk Management Risk management program needs Risk management program needs
support and participation of all staffsupport and participation of all staff Can be a visible means of responding Can be a visible means of responding
to patients’ needsto patients’ needs
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