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Quality Journey of Aga Khan University Hospital, Karachi
Dr. Syed Mairajuddin ShahMedical Director, Outreach Services, AKUH, Karachi
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Institute for Educational
Development
The Aga Khan University
Examination Board
The Aga Khan
University Hospital
Faculty of Arts and
Sciences
Institute for the Study of
Muslim Civilisations, UK
Medical College
School of
Nursing
The Aga Khan University
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5
AKUH MODEL FOR CHANGE
STRATEGIC
MEASUREMENT
PANEL
ORGANIZATION AS A SYSTEM
INFRASTRUCTUREALIGNMENT
VISION
GAP
ROAD MAP
TOWARDS
QUALITY
OUTCOMES
GUIDING PRINCIPLES
MISSION
MARKET TREND
INPUTS
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ROAD MAP OF QUALITY
Integrate
Expand
Start
Prepare
Decide
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Decide
• AKUH, Karachi started its operations in October 1985
• The decision to implement Quality was made and in November the Joint Staff Committee along with one of its sub-committee titled Quality Assurance Coordinators Committee (QACC) was formed.
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Prepare
• 1985 onwards basic Quality Assurance methodologies were introduced in different departments with reporting mechanisms to QACC, JSC and the Board.
• April 1993, TQM workshop in Nairobi conducted by Dr. Don Berwick.
• March 1994, training of 21 key staff members as facilitators by Juran Institute/Qimproassociates.
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Start
• May 1994 hospital’s Joint Staff Committee becomes quality council to oversee CQI implementation at AKUH.
• July 1994 - Dec 1995, first 18 months action plan was initiated for implementing CQI at AKUH.
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Expand
• January 1996 - December 1997, 2-year CQI plan implemented (expand phase).
• This was followed by 2-years CQI expansion plans on a regular basis
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Integrate
• Presently we are in our integration phase aligning our business, goals, people and processes.
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12
STRUCTURE PROCESS OUTCOME
Professionals
Facilities
Technologies
Organizations
Resources
Diagnosis
Therapy
Interaction
Leadership
Management
Clinical
Functional
Perception
Structure, Process and Outcome
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13
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14
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15
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16
Structure
Clinical Chairs
Medicine
Surgery
Pediatrics
Obs/Gyn
Psychiatry
Pathology
Radiology
Anesthesia
Family Medicine
Joint Staff Committee,
Quality Council
(Composed of Chairs and Directors)
Operating Divisions
Nursing
Outpatient &
Diagnostic Services.
Pharmacy &Nutrition
Marketing
Finance
Personnel
Maintenance
Material Service
Information
Technology
Safety & Security
Clinical Affairs
QICC
(Composed of QMRs
from all clinical departments)
CQI Coordinators Group
(Composed of QMRs from Operating Divisions)
Clinical Department
Quality Improvement
Committee with
Quality Management
Representatives (QMR)
Divisional
Management Review
Committee (MRCs)
with Divisional Quality Coordinators
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17
VMV
Program
Plan
Dept C
Q Plan
Dept D
Q Plan
Dept E
Q Plan
Dept B
Q Plan
Dept A
Q Plan
AKUH Vision, Mission and Values
Quality Policy
AKUH Quality Improvement and
Patient Safety Program
AKUH Quality Improvement and
Patient Safety PlanDepartmental Quality Improvement
and Patient Safety Plans
Goals
Processes
Projects
Goals
Processes
Projects
Goals
Processes
Projects
Goals
Processes
Projects
Goals
Processes
Projects
Indicators Indicators IndicatorsIndicatorsIndicators
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18
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HIMSFinancial
Mngt.
Pharmacy/
Nutrition
Diagnostic
Services
Continual Improvement Model of AKUH
Quality Improvement and Patient Safety (QIPS)
Program
Bills/
Collections
R
E
Q
U
I
R
E
R
E
M
E
N
T
S
P
AT
I
E
N
T
S
S
A
T
I
S
F
A
C
T
I
O
N
P
AT
I
E
N
T
S
Care of
Patients
Service Realization Processes
Emergency InpatientsAssessment
ISD
Safety &
Security
Medical
Directorate
PersonnelMaterials
Mngt.
Maintenance
Discharge
Process
MarketingNursing
Division
Health Care
Services
Continual
Improvement
Outpatient
Access and Continuity of Care
Registration
Admission
Patient
Rights
Patient
Education
Support Processes
Support Processes
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Internal Review Processes
• Departmental Quality Improvement Committees
• Joint Staff and its Sub-committees Reviews
• Patient Satisfaction
• Medical, Nursing and Others Health Professional Credentialing Programs
• Performance Appraisal Systems
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21
Internal Review Processes
Quality Audits
• ISO 9001:2008 Internal Audits
• JCIA Mock Surveys
• Closed and Open Medical Record Audits
• Clinical Audits
• Nursing Quality Improvement Audits
• Infection Control Audits
• Environment Safety Audits
• Risk Management
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External Review Processes
• ISO 9001:2008
• ISO 22000:2005
• Joint Commission International Accreditation
• Others
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23
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3.8
4.1
3.6
3.6
4.0
3.5
4.2
4.0
3.7
3.7
3.9
3.6
0.0 1.0 2.0 3.0 4.0 5.0
Advancing the Vision
My Organization
My Job
My Career
Quality Service
My Supervisor
Staff Satisfaction Index2009 vs. 2010
2009 2010
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Stadium Road, Karachi – 1970’s
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Ground breaking of Aga Khan Hospital and Medical College - 1980
Ground breaking of Aga Khan Hospital and Medical College by His Highness the Aga Khan who is assisted by Shamsh Kassim-Lakha, the then Chairman of the Owner's Representative Board of Aga Khan Hospital
and Medical College.
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Charter of AKU - 1983
President of Pakistan and Patron of Aga Khan University, General Zia-ul-Haq granted the
Charter of Aga Khan University to the Chancellor, His Highness the Aga Khan. This marked the
birth of Pakistan's the first private international university.
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Inauguration of AKUH - 1985
1985 - General Zia-ul-Haq, President of Pakistan and Chancellor of Aga Khan
University unveil the inauguration plaque of Aga Khan Hospital in Karachi.
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Construction of AKUH – Early 1980’s
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Construction of AKUH – Early 1980’s
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Construction of AKUH – Early 1980’s
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Construction of AKUH – Early 1980’s
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AKUH Starts its Operations – Oct 1985
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Quality Circles – 1990 - 2000
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Visit of Prof. Kondo to AKUH, Karachi 1997
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Quality Convention - 1999
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Arthur Anderen Quality Award
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ISO 9002:1994 Certification - 1999
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ISO 9002:1994 Certification - 1999
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ISO 9002:1994 Certification - 2000
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ISO 9001:2000 Re-certification - 2003
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CQI & Facilitation Tools Training 2005
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JCIA Accreditation – July 2006
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Quality Improvement Colloquium -
2008
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ISO 22000: 2005 CertificationMay 20, 2009
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ISO 9001:2008 Recertification - June 2009
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JCIA Reaccreditation – August 2009
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Quality Improvement Colloquium 2010
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1st
2nd
3rd
Improve Priority Setting for Emergency and Add-on Cases by Introducing Color Code System in Main Operating RoomDivision: Nursing ServicesProject Team: Munira Amin, Tehmina Tariq, Shazia Tabassum, Dr. Masood Umer, Rahim Noorullah, Parveen Amir Ali
Improved Turn Around Timings for Completion of Material Stock Request (MSR)Division: Materials ManagementProject Team: Farhan Bhayani, Khaliq Pesnani, Azad Sajwani,Kamal Shahbuddin, Khairunissa Sahfiq, Ali Gulamani
ER Diversion RevisitedDepartment: Emergency MedicineProject Team: Dr. Munawar Khursheed, Dr. Ahsan Jamil, Mehrin Aman Ali, Philip Travas
Thursday, November 11, 2010
AKUH Quality Improvement Projects Competition 2010
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World Quality Day 2010
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