Managing and Improving Quality

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Chapter 13

• Managing and Improving Quality

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Quality Management

• Total Quality Management (TQM)
• Customer/client focus
• Total organizational involvement
• Use of quality tools and statistics for
  measurement
• Identification of key processes for improvement
• Continuous Quality Improvement

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Quality Management

• Components of Quality Management
• Comprehensive quality management plan
• Structure, process, and outcome benchmarks
• Performance appraisals
• Intradisciplinary assessment and improvement
• Interdisciplinary assessment and improvement

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Quality Management

• Methods of Quality Management in Health Care
• Nursing audits
• Peer review
• Utilization review
• Outcomes management

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Six Sigma

• Is a Measure, a Goal, and a System of Management
• Six Themes
• Customer focus
• Data driven
• Process emphasis
• Proactive management
• Boundaryless collaboration
• Aim for perfection tolerate failure

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Allowing for Variance and Fostering Innovation

• Organizations Must Find Ways to Foster Creativity
  and Innovation Without Compromising Quality
  Management

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Risk Management

• A Risk Management Program
• Nursings Role in Risk Management
• Incident report steps
• Discovery
• Notification
• Investigation
• Consultation
• Action
• Recording

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Risk Management

• Examples of risk
• Medication errors
• Diagnostic procedure
• Medical-legal incident
• Patient or family dissatisfaction with care

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Risk Management

• Role of the Nurse Manager
• Handling complaints
• A caring attitude

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Risk Management

• Evaluating Risk Management
• Risk management program needs support and
  participation of all staff
• Can be a visible means of responding to patients
  needs

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