The Quality System and /or Quality Framework - Literature review Example

The Quality System and /or Quality Framework Name Course Name and Code Instructor’s Name Date Table of Contents Table of Contents 2 Introduction 3 Quality systems 4 Quality Assurance System in my workplace 5 The main objectives and goals of quality improvement framework at the General hospital 7 Effectiveness of Quality Assurance System at my workplace 8 Barriers to quality improvement system at the general hospital 8 Benefits of the quality assurance system to the general hospital 9 Conclusion 11 References 12 Introduction As Boone & Kurtz (2010) highlights, contemporary business firms and social institutions are increasingly faced with cut throat competition due to rapid growth of organizations producing and marketing similar products, increased buyer bargaining power owing to easy access to valuable information, enhanced global market economies and the ever shifting political, social, economical, ecological, technological, financial and legal forces. Therefore, in order to sustain their market positions, enhance their profit margins, minimize costs and sustain their competitive advantage , these present day organizations are identifying other ways and strategies of surviving that does not merely rely on having an efficient management team but also, acquiring valuable resources such as human resources, capital, financial, material, information and technology among others. More importantly, they are investing in structures, systems and processes that continuously enhance the quality of their products, services, people, processes and all aspects of their business as supported by Mukhopadhyay (2007). This is because quality production and delivery is not only reliable but it is also essential in ensuring that the needs, expectations, preferences, wants and tastes of the customers are effectively and efficiently met. Beckford (2009) states that the need to produce and deliver quality continuously for modern firms and social institutions such as hospitals and schools cannot be emphasized since it dictate their success or failure. Dumke et al. (2009) defines quality as lack of errors and value addition meant to meet and even exceed the rising demands and changing needs of the end users. However, it is important to emphasize continuity when focusing on quality. Owing to the important role quality plays in the success of firm and social institutions, quality systems and frameworks are developed to help guide them and ensure quality is sustained and integrated as an aspect of their culture as highlighted by Gitman & McDaniel (2008). This forms the basis of this report which is to critically discuss the quality system or framework in a general hospital I work for and its effectiveness. Quality systems Primarily, quality encompasses continuous process of developing and sustaining healthy and productive relationships between the service provider and its internal and external environment by analyzing, anticipating and meeting the stated and the implied needs as discussed by Mukhopadhyay (2007). According to Crosson & Needles (2010), quality systems entails frameworks that are developed and implemented to support improvement of quality in firms and institutions as well as improving the integrity and credibility of the outputs by defining and analyzing performance by use of bench marking. Quality systems ensure firms and institutions continuously adopt and carry out best practices as noted by Mukherjee (2006). There are varied quality systems that are adopted by in view to enhance quality. This not only helps in countering market competition and meeting all the needs and expectations of the end users, but also helps in minimizing cost and maximizing the profits. Therefore, quality systems can also be used a means of attracting and retaining satisfied, loyal customers or end users depending on the industry thus, increasing a firm’s market share and bettering its market position. The quality framework implemented at the General Hospital is the quality assurance system, which plays a significant role in delivery of quality healthcare services. Quality Assurance System in my workplace Quality assurance system is based on the total quality management approach that emphasizes the need for continuous improvement in all aspects of a firm’s business ranging from the people, products, processes and structures among others, by generating comprehensive guidelines to guarantee the quality of products and services produced and delivered (Hinkle, 2006). The main goal and objective of the quality assurance system implemented at the general hospital is to define and develop a framework that coordinates techniques and tools that ensures compliance to minimum requirements regarding work processes for the staff, the outputs and also encompasses evaluation. The primary role of implementing a quality framework at the hospital is to deliver quality healthcare to all patients at all time and ensure good health experiences. Through quality improvement, the hospital is able to facilitate an array of health promotion practices such as infection prevention, effective health awareness for patients, foster healthy interrelationships among staff, with patients and other stakeholders and ensures the staff’s role in advocacy, counselling, change implementation and care delivery are effectively and efficiently carried out. At the general hospital , quality assurance system implemented assesses all the aspects of healthcare service from policy making, disease diagnosis, treatment and management with the intent to make sure quality is not compromised at any given stage or place. Among aspects that characterize the quality assurance system at the general hospital includes timely, accurate, relevant and reliable documentation to facilitate information sharing and quick storage and retrieval of information, standardization of healthcare practices, work processes and service delivery techniques and improvement actions. Moreover, evaluation and measurement of quality produced; strategic planning and control and user dialogue as suggested by Mukherjee (2006). Importantly, effective techniques and procedures for evaluation of the aspects mentioned above are critical elements of the quality assurance system as suggested by (Mukhopadhyay, 2007). The quality assurance system relies largely on the outcomes from the data generated during quality measurement, which helps in making key decisions during strategic planning and development action plans for healthcare improvement. Pride et al. (2011) indicates that the techniques used to assess quality based on the outcome of quality measurement and effective documentation of production processes and products produced, generate data that helps to thoroughly examine quality of outputs in each working unit. Action plans for quality improvement at the general hospital are founded on the outcome of quality evaluation done. According to Dumke et al. (2009), in order to carry out effective quality assurance, quality assurance requires defining what the minimum requirements, policies and procedures and recommendations are. Principally, standardization of healthcare ptaices, work processes and healthcare service delivery techniques greatly foster effective quality evaluation (Crosson & Needles, 2010). At the general hospital , quality assurance involves all the strategies, techniques , procedures and actions that are geared towards ensuring quality requirements for healthcare services are thoroughly identified and recorded, effective and recommended healthcare systems and work processes are established and communicated to both the internal environment which comprises the hospital’s administration, the healthcare personnel such as physicians and nurses shareholders and investors and the external environment which comprises of the suppliers, distributors, patients, government agencies and business partners among others (Beckford, 2009). In addition, it includes all measures that guarantee that proper implementation of the recommended health processes are evaluated, examined and documented, patients are routinely informed on the quality of services they consume and are adequately informed on choices available and their effects to allow them to make informed choices. This ensures that essential health improvement strategies are effectively being planned, developed, implemented, monitored and assessed. The main objectives and goals of quality improvement framework at the General hospital The main objectives and goals of quality improvement framework at the general hospital includes to deliver acceptable care to patients, deliver accessible healthcare for all, offer available and quality care for patients, offer affordable healthcare services, ensure the care needs of patients are effectively and efficiently satisfied, develop a conducive environment for both the patients and the staff to enhance motivation for quality performance, foster interconnectedness between the hospital and other related stakeholders, enhance information sharing and more importantly minimize health risks and improve health promotion. An important note to remember is that quality assurance system is not similar to quality control system, where the latter is restricted to controlling if healthcare services produced meet the minimum quality requirements set while the former, entails regular assessment of production performance, where distinct measures such as intermittent reviews, self evaluations and quality recording have to be identified and plans made on how to carry them out as distinguished by Gitman & McDaniel (2008). The quality assurance system implemented at the general hospital has been designed in such a way that it is not only limited to ensuring quality for healthcare service processes and outputs, but also it extends to ensuring quality of systems used to measure and report quality of healthcare services, quality of healthcare strategies developed, identifying healthcare best practices and ensuring quality of staff selected, recruited, trained and retained within the hospital. Therefore, the quality assurance system is utilized in variety of domains within the hospital ranging from service delivery, policy making, administration, risk management, auditing, performance management and information among others. Effectiveness of Quality Assurance System at my workplace Barriers to quality improvement system at the general hospital Despite the varied effectiveness of quality assurance system at the, the quality system has generated some challenges thus, diminishing its effectiveness. Implementing quality and sustaining it in all aspects of the hospital is easier said than done. Mukhopadhyay (2007) supports this by highlighting that a lot of valuable resources especially financial, technology and information are required in order to make any quality system successful. For a large institution such as the general hospital, comprehensively integrating quality healthcare assessment tools and quality healthcare assessment techniques in order to generate accurate, reliable and relevant data needed to design quality healthcare improvement plans has been costly (Pride et al. 2011). Pride et al. (2011) however states that, the cost of implementing quality system does not override the benefits it generates. The high cost of implementation has compelled the general hospital to apply the quality assurance system in specific healthcare areas and work domains and not in others which has resulted in inconsistencies and thus, compromise quality healthcare service provision in all aspects of the hospital including the people, healthcare services and healthcare practices. In a rapidly evolving market environment where innovation is key to success, keeping up with emerging quality assurance changes in concepts and programs is important as echoed by Hinkle (2006). The management at the hospital has in one time or another failed or delayed in identifying changes in the healthcare sector and thus, failing to effectively and efficiently adapt to them in relation to assuring quality, which has impeded the effectiveness of the quality assurance system implemented. Benefits of the quality assurance system to the general hospital The quality assurance system implemented at the general hospital has generated immense benefits which include generation of clarity in the institution as both the stated and implied needs of our patients are identified. This has been crucial for the hospital in helping it focus its efforts and practices towards meeting these needs if not exceeding the patient’s expectations. With satisfied patients, the anticipated healthcare outcomes have been achieved while the goals, mission and vision of the hospital to deliver quality, acceptable, accessible and affordable healthcare services to all has been realized. Through the guidelines, procedures and recommendations defined by the quality assurance system as the basic minimum requirements that the institution is supposed to comply with, the general hospital has been able to enhance its effectiveness in delivering quality policies, services and effective quality improvement actions. This is because, the quality system mandates the institution to follow certain quality improvement procedures and practices that helps improve quality in all aspects of the hospital’s processes, systems, services, structures, people and practices (Pride et al. 2011). This not only helps in smooth flow of communication within hospital departments and organizational structures but also helps in task allocation where each staff knows their role and the varied inter connections within the hospital’s units, which minimize delays and inconsistencies across and along healthcare systems (Beckford, 2009). Since the quality assurance systems is integrated in all aspects and activities of the hospital from policy making, administration to service delivery to patients, it becomes easy for both we, the staff and the hospital’s administration to identify problems wherever and whenever they occur in good time, hence, making it easier for us to take effective and efficient decisive actions and prevent the problems from escalating, which would be costly for us as institution and to our patient’s health and life as supported by Mukherjee (2006). Regular monitoring, inspections and evaluations carried out throughout the hospital’s systems and processes helps in identifying problem areas and potential risks which therefore, helps the administration in making effective risk management plans (Swanson, 2007). This enhances work flow and health practices, which consequently improves the quality of the whole healthcare system of the hospital. The results are high performance by staff while sustaining quality. The quality assurance system at the general hospital has enabled various healthcare units within it to work efficiently. This is because there are lesser delays for patients, effective follow-ups, reduced wastage, minimized duplication of health procedures and services, enhanced interconnectedness with other concerned stakeholders. For instance, the quality assurance system has ensured each nurse has to see specific number of nurses per interval and they have to efficiently change shifts to avoid backlogging and patients undergoing long waits. To ensure quality is continuously delivered, efficient record keeping and report writing is mandatory to facilitate patient follow ups. Moreover, the nurses have to participate in quarterly performance appraisal exercises. Conclusively, quality assurance system has been more effective than not, which has enabled the general hospital I work for effectively and efficiently meet the needs of both the staff and its patients. Due to the quality system, the hospital has not only been able to operate effectively and efficiently, but also, it has minimized its operational costs, enhance information flow in and out of departments and the hospital itself and delivery of quality, accessible, acceptable, affordable and available healthcare for all patients, which has resulted in increased patient satisfaction and achievement of healthcare goals and objectives to minimize health risks and enhance health promotion. Conclusion Quality is an aspect that contemporary business firms and social institutions cannot afford to compromise on since it is the variable that dictates their success or failure. To ensure quality is continuously integrated in products and services produced and consumed by customers, quality systems or frameworks are implemented. The report has critically analyzed quality assurance system and its effectiveness as a quality system implemented at the general hospital I work for. Quality assurance system at the general hospital has been effective in fostering clarity on the needs and expectations of the patients and what the institution needs to do to satisfy them, minimizing duplication of healthcare services, enhancing efficient work and information flow, identifying problems areas and effectively managing them, and increased patient satisfaction because of the quality care services provided. However, the quality assurance system has not been without its challenges such as cost of implementation. Be it as it may, its effectiveness in helping the hospital achieve its anticipated healthcare outcomes of available, accessible, acceptable, and affordable and quality healthcare, outweigh its cost. References Beckford, J. (2009). Quality: A Critical Introduction. New Jersey: Taylor & Francis. Boone, L.E., & Kurtz, D.L. (2010). Contemporary Business. New York: John Wiley and Sons. Crosson, S.V., & Needles, B.E. (2010). Managerial Accounting. London: Cengage Learning. Dumke, R., Mencke, S., & Wille, C. (2009). Quality Assurance of Agent-Based and Self-Managed Systems. New York: Taylor and Francis. Gitman, L.J., & McDaniel, C. (2008). The Future of Business: The Essentials. London: Cengage Learning. Hinkle, S. (2006). Take a Quality Ride: The Realities of Implementing a Quality Management System. London: i Universe. Mukherjee, P.N. (2006). Total Quality Management. London: PHI Learning Pvt. Ltd. Mukhopadhyay. (2007). Production Planning and Control: Text And Cases 2Nd Ed. New Delhi: PHI Learning Pvt. Ltd. Pride, W.M., Hughes, R.J., & Kapoor, R.J. (2011). Business. London: Cengage Learning. Swanson, R.A. (2007). Analysis for Improving Performance. Sidney: Berrett-Koehler Publishers. Read More