University of Phoenix
March 8, 2011
Quality Management Assessment Summary
Quality management is a systematic and continuous process that organizations use to deliver products and services that meet or exceed customer expectations (McLaughlin, & Kaluzny, 2006). Quality management in healthcare has evolved over the year to address increased demands from consumers related to the quality of care and services, as well as to address problems in patients’ outcomes (McLaughlin, & Kaluzny, 2006). Stephanie Webb Management will assess quality management in long-term care facilities (LTC).This assessment will address the definition of quality care, and describe key concepts of quality management. This assessment will set short-term and long-term goals of LTC facilities, and describe the internal and external factors that may affect these goals. This assessment will also recommend quality management policy that will facilitate the reaching of those goals.
A single definition of quality is elusive because quality is different for every individual. According to the U.S. Office 0f Technology Assessment, the broad definition of quality is the degree to which the process of care increases the probability of outcomes desired by the patient, and reduces the probability of undesired outcomes, given the state of medical knowledge (McLaughlin, & Kaluzny, 2006). Since the 1960s, LTC quality has been conceived by using the Donabedian’s framework that associates quality with structures, processes and outcomes of care (Capitman, Leutz, Bishop, Casler, & Schneider, 2005). The focus of quality has changed over time from concern with basic structural factors, such as fire hazards in facility construction to process of care indicators. Process of care indicators includes the use of physical and chemical restraints. Quality in LTC facilities has also changed from process of care indicators to outcome of care indicators, such indicators are changes in functional status (Capitman, et al, 2005).
The health care quality framework is based upon some basic principles. The principles are closely interrelated, which is quality planning (QP), quality control (QC), and quality improvement (QI) (Capitman et al, 2005). QP is the identifying and tracking customers’ needs and expectations. QP also includes identifying process issues critical to effective outcomes, and setting quality improvement goals (Capitman, et al, 2005).
QC is measuring the extent to which an organization and individuals achieve, and maintain desired outcomes, and measuring current performance, and its variance from expected performance. QC also measures key processes and outcomes, and prerequisites for QI and/ or QP (Capitman, 2005).
QI is using collaborative efforts and terms to study, and improve specific existing processes at all levels in the organization, analyzing causes of existing process failure, dysfunction, and/or inefficiency. QI also includes systematically instituting optimal solutions to chronic problems, frequently analyzing and disseminating positive variance and/or best practice information to patients, and families through education, as well as to staff, and using the scientific problem solving method to improve process performance and achieve goals (Capitman, et al, 2005).
Since the health care quality umbrella framework is based upon these basic principles, health care uses Total Quality Management (TQM) philosophy and a continuous quality improvement approach. The quality management of LTC facilities will use the term TQM, because it enhances and benefits the organization and all people associated with it, by utilizing processes, which continuously improve the quality of all products, services, and information (Capitman, et al, 2005). Implementing TQM will increase customer satisfaction, increased productivity, i8ncreased profits, and decreased cost (Capitman, et al, 2005)....