Improving Patient Services Intitiative & Standards in a Community Services Program - Article Example

ll not only force an organization to develop and define its quality mission, but also ensure that the processes can be understood and actualized by all involved (Santiago, 1999; Hall et al, 2003). Several studies have shown intervention models that have improved the quality of health care and reduced the health care costs. One is the Total Quality Management (TQM) described as the “development of an organizational culture which is defined by, and supports, the constant attainment of customer satisfaction through an integrated system of tools, techniques and training” (Sashkin and Kiser, 1993 as mentioned in Walsh, Hughes & Maddox, 2002, p. 299). Since customer satisfaction is the goal of TQM, it should have an in-built culture of continuous improvement by focusing on an organisation’s activities on eradicating the causes of defective products and services which should never reach the customer.

Blades (1995) discussed the Baxter Health Care Ltd. model for promoting quality improvement. The model involves coming up with pictorial signs to educate or remind staff of the high quality they need to render. These were initially used as slides for training and then turned to posters. It provides a framework for both analysis and education on quality issues, focusing on the elements of total quality management namely communication; commitment; customer focus and continuous improvement. Piette, Ellis, et al (2002) conducted a study with the purpose of determining the most effective quality of care using the facility’s ethical practices.

In the study, constant monitoring and investigation ensure quality outcomes. A leadership council was formed, meeting monthly to discuss and communicate regarding corporate compliance and personnel programs, clinical outcomes reviews, and clinical issues. All committees and councils reported to the Board of Directors on the progress of their project. The study design utilized a clinical practice committee breakdown of the