facilitating workshop on quality assurance program for mbfi - sw1

LESSON PLAN ON QAP

NEED FOR THIS SEMINAR-WORKSHOP

FEEDBACK?

Seminar-Workshops Leading to Institutionalization of QAP in MBFI

1st

S-W2nd

S-W3rd

S-W4th

S-W5th

S-W

OBJ 1-4 5-6 5-6 6-7 6-7

Sched May June July Sept Nov

1st Seminar-Workshop Leading to Institutionalization of QAP in MBFI

Objectives 1 to 4:

•Concept of Quality, QA, QMS

•Role of Administration and Personnel

•Quality Planning

•Quality Policy

LEARNINGPositive observable change

(for the better or improvement)

in human behavior, disposition, attitude, performance or capability

which persists over a period of time

Outline of Training Program(Objectives)

• Concept of–Quality–Quality Assurance –Quality Management System

»In general»In relation to MBFI

1




1

Let’s discuss!Let’s brainstorm!

Concept of Quality, QA, QMSIn General In relation to

MBFIQuality

QualityAssuranceQualityManagementSystem


MBFIQuality


LET’S BRAINSTORM FOR 15 MINUTES!

Q - Service?Q - Product?


MBFIQuality


LET’S BRAINSTORM FOR 15 MINUTES!

Quality- extent to which care provided is expected to achieve the most favorable balance of risks and benefits (Donabedien)- performance of interventions that are known to be safe, that are affordable to the society in question, and that -- produce an impact on mortality, morbidity, disability, and malnutrition (Roemer and Aguilar).-"Doing the right thing, right, the first time." (Unknown Sage)

Manila Doctors HospitalQuality Assurance Program

Definition of Terms


Definition of Terms

Quality Medical Services

- the correct application of currently available medical knowledge and technology in the care of patients.

- care administered in compliance with universal and specific technical standards to the maximum degree permitted by the particular society's capacity to meet those standards (Stewart Blumenfield).

Quality- Definition -

Degree to which a set of inherent characteristics fulfils requirements

The term “quality” can be used with adjectives such as poor, good or excellent.

“Inherent”, opposed to “assigned”, means existing in something, especially as a permanent characteristic.

ISO 9000:2000 (E)


Client or Customer Satisfaction


Customeror Client

Requireents

Customeror Client

Satisfaction

Input OutputProcess

ProductService


Customeror Client

Requirement

Customeror Client

Satisfaction

Input OutputProcess

ProductService

Degree to which a set of inherent characteristics fulfils requirements (ISO 9000)

Quality for MBFI- Definition -

Quality Service

Client Satisfaction


Definition of Terms

Quality Assurance

- a problem-solving process that automatically assesses the quality of care and corrects any defect that is observed.

Quality Assurance- Definition -

Part of quality management focused on providing confidence that quality requirements will be fulfilled

ISO 9000:2000 (E)

QualityAssurance- Definition -

Customeror Client

Requirement

Customeror Client

Satisfaction

Input OutputProcess

ProductService

Quality Management System- Definition -

Management system to direct and control an organization with regard to quality

ISO 9000:2000 (E)

System - Set of interrelated or interacting elements

Management system - system to establish policy and objectives and to achieve those objectives

Management - coordinated activities to direct and control an organization

Quality Management - Definition -

Coordinated activities to direct and control an organization with regard to quality

ISO 9000:2000 (E)

Direction and control with regard to quality generally includes establishment of quality policy and quality objectives, quality planning, quality control, quality assurance, and quality improvement.

Quality Management System

activities to satisfy

quality-related

expectations of clients

and stakeholders

Model of a process-based quality management system

Continual Improvement of Quality Management System

Customers

Requirements

Customers

Satisfaction

Managementresponsibility

ResourceManagement

Measurement, analysis, andimprovement

Productrealization ProductInput Output

Value-adding activities Info Flow


MBFIQuality


Concept of Quality, QA, QMSDe Kalidad!

No. 1

May Quality Management System

Garantisadong Quality ang Serbisyo!

Quality Assured!


Definition of Terms

Total Quality Management

- a holistic organizational approach in maintaining and improving quality. - all activities and resources of the organization are directed toward the achievement of its goals: optimum patient care outcomes in terms of both patient well-being and satisfaction with the care given and a well functioning system that provides high quality care while keeping its costs to a minimum (Dienemann).

LEARNINGPositive observable change

(for the better or improvement)

in human behavior, disposition, attitude, performance or capability

which persists over a period of time




1


• Role of –Administration –Personnel

» in QAP

2

Why go for

Quality ServiceQuality Assurance ProgramQuality Management System

in MBFI?Should we/Should you?


Rationale

- Health professionals have an ethical and moral obligation to render the best possible medical services to their patients. Quality Assurance documents the fulfillment of this obligation.

- The cost of medical care is skyrocketing. Health administrators and funders are demanding that costs be reduced and that they get value for their money.


Rationale

- Consumers are better educated and have greater awareness of the benefits of medical care. They are demanding quality medical services.

- Due to globalization of industry and health care, to be competitive, a hospital must provide quality medical services.

- Quality Assurance is a requirement for accreditation of a hospital in the National Health Insurance Program.


Objectives

- To ensure that patients enjoy the right to health and are provided quality medical services.

- To fulfill the ethical duty of health professionals to render the best medical services.

- To continuously improve the standards of quality medical services.


Objectives

- To ensure the safe use of potentially harmful technology and procedures.

- To minimize variation in the quality of medical care in the hospital.

- To prevent wastage of resources by resulting from giving substandard medical services. - To ensure that the patients derive the full benefit of effective diagnostic and therapeutic procedures.

Why a QMS? Why ISO?

• Comply with customers who require it• Compete both locally and globally• Improve quality system• Achieve better understanding of all

quality practices throughout the organization

• Improve quality awareness

Why a QMS? Why ISO?

• Ensure continued use of required quality system year after year

• Improve documentation and records• Yield cost savings and improve

profitability• Form a foundation for improvement

activities within Total Quality Management

Why go for Quality Assurance Program?

To Be Competitive!

To Survive!

Why go for ISO 9000 Certification?

Why go for

Quality ServiceQuality Assurance ProgramQuality Management System

in MBFI?Should we/Should you?

YOU HAVE TO ANSWERTHIS QUESTION

BEFORE WE CAN PROCEED FURTHER!



» in QAP

2

Quality Management System Requirements

1st Requirement:

Management Responsibility

Management Responsibility Responsibility of management for

developing a quality system

Major responsibilities:

-establish a quality policy

-organize personnel

-verify quality

-review the quality system

Management Responsibility Responsibility of management for

developing a quality system

Define and document

policy for quality, quality goals, and commitment to quality

Ensure that policy is

understood, implemented, and sustained at all levels and at all times

Responsibility and Authority

The management is required to define the responsibility, authority, and interrelationship of all personnel affecting the quality of product and service to customers.

Responsibility and Authority All personnel should be aware of the

scope, responsibility, and authority

of their functions and

their impact on the

quality of their products or services.

Plan-Do-Check-Act Cycle and Habit

Make them aware of the potential causes for client dissatisfaction

Responsibility and Authority All personnel should be aware of and

feel responsible for,

achieving the quality objectives and

for fulfilling the requirements for the

quality of products or services.

Plan-Do-Check-Act Cycle and Habit

Make them aware of the potential causes for client dissatisfaction


Management should designate individual/s

to monitor and report the quality

achieved.

Quality Manager - Quality Assurance Committee - Management

Representative


Those designated should have access to the

highest levels of management in the

organization.

Quality Manager - Quality Assurance Committee - Management

Representative

Responsibility and Authority - initiating action to prevent occurrence of

non-conformity

- identifying and recording deficiencies

- initiating, recommending, or providing solutions through designated channels

- verifying implementation of solutions

- controlling the process until the deficiency has been corrected



» in QAP

2


•Quality Planning

3


• Quality Planning– Overall– Divisional

3.1

3.2

Overall Quality Planning•Vision-Mission of MBFI (review – national

need and global trend; is there a need to revise – delete or add?)

•Goals and Objectives•Clients’ Expectations (Board of Directors,

internal and external clients)•Potential Causes of Dissatisfactions (Board

of Directors, internal and external clients)

3.1

Approval by Management

Divisional Quality Planning

•Goals and Objectives (review – compatible with mother vision-mission; is there a need to revise - delete or add?)

•Clients’ Expectations (Board of Directors, internal and external clients)

•Potential Causes of Dissatisfactions (Board of Directors, internal and external clients)

3.2

Approval by Management

QualityAssurance- Definition -

Customeror Client

Requirement

Customeror Client

Satisfaction

Input OutputProcess

ProductService

Model of a process-based quality management system

Continual Improvement of Quality Management System

Customers

Requirements

Customers

Satisfaction

Managementresponsibility

ResourceManagement

Measurement, analysis, andimprovement

Productrealization ProductInput Output

Value-adding activities Info Flow

Quality Planning- Definition -

Part of quality management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfill quality objectives

ISO 9000:2000 (E)

Establishing quality plans can be part of quality planning.

Quality Plan- Definition -

Document specifying which procedures and associated resources shall be applied by whom and when to a specific project, product, process, or contract

ISO 9000:2000 (E)

These procedures generally include those referring to quality management processes and to product realization processes.

A quality plan often makes reference to parts of the quality manual or to procedure documents.

A quality plan is generally one of the results of quality planning.

Vision

A professionally-run, responsive, proactive, and creative organization through which

the Metrobank Group of Companies is able to express its commitment to lead

the private sector in fostering holistic human development in both the national and international arena, thereby effecting an empowered society whose members are able to realize their human potential.

Mission

Propagate a culture of excellence with a human face by actively implementing,

assisting and/or supporting programs which strengthen and advance the

strategic sectors of society as well as respond to the needs of the disadvantaged.

Organizational ChartBoard of Trustees

Executive Director

Asst. Exec. Director

Accounting

Adm EducationGrants /Arts

HealthCare

CorporateCommunication

Prog Asst Prog Asst Prog Asst

Prog Staff Prog Staff Prog Staff


•Formulation of Quality Policy–Overall–Divisional

4

Approval by

Management

Quality Policy- Definition -

Overall intentions and direction of an organization related to quality as formally expressed by top management

ISO 9000:2000 (E)

Generally the quality policy is consistent with the overall policy of the organization and provides a framework for the setting of quality objectives.

Quality management principles in ISO can form a basis for the establishment of a quality policy.

Quality Policy“The overall intentions and direction of an organization

with regards to QUALITY as formally expressed by top management .....

The quality policy forms one element of the corporate policy and

is authorized by top management.”

Quality Policy

Management should

define,

document, and

demonstrate commitment to quality service or product

visibly and actively on a continuing basis.

Quality Policy•Define Quality Policy

•Define Quality Objective

•Define Quality Commitment

•Document Quality Policy

•Make sure all personnel

understand, implement, and maintain policy

Quality PolicyHow to Define

•It should be expressed in a language which is easy to understand.

•It should be relevant to the organization, its other policies, the products or services provided, and the organization’s personnel.

•The quality objectives should be achievable.

Quality Policy

How to Define

•It should be expressed in a language which is easy to understand.

simple language

easy to remember - memorize

Importance -in implementation and during external audit


•It should be relevant to the organization, its other policies, the products or services provided, and the organization’s personnel.

Get hold of vision-mission-goal-objectives of organization and then put emphasis on QUALITY


•The quality objectives should be achievable.

100% Client’s Satisfaction

100% Accuracy

Achievable or not?

Realistic or not?

Quality Policy

How to Demonstrate Commitment

ACTIVITIES (actual and documented)

•ensuring that personnel understand and implement quality policy

•initiating, managing, and following up on implementation of quality policy

Regular Periodic Management Review - Internal Audit - Training - Disciplinary Actions etc.

Quality PolicyHow to Demonstrate Commitment

ACTIVITIES (actual and documented)

•not accepting deviations from quality policy

•providing adequate resources and training to support quality system development and implementationRegular Periodic Management Review - Internal Audit - Training - Disciplinary Actions etc.

Quality Objectives

Company A

The company is committed to the delivery of products that comply with the agreed requirements, are delivered on time, and at the negotiated price.

All company staff are responsible for ensuring that the corporate goal is fulfilled.

Company B

The company is committed to implementing quality management programs which ensure conformance to contractual requirements on time and within budget. All staff are responsible for the quality of the company’s deliverables.

Company B ...

Quality assurance programs are an integral part of the management methodology of the company and are designed to enhance and perpetuate the reputation of the company as a producer of reliable quality products.

Company B ...

Programs stress defect prevention aspects of quality, with the emphasis on building quality into the deliverable.

Management programs provide for control at all stages of the process from design through installation and include subcontractors as partners in the process.

Company C

We want ComC to be regarded by our customers, our suppliers, and our employees as the best and most profitable distributor of building materials in the markets we serve.

Company C ...

Total Customer Satisfaction

To this end, each member of ComC is committed to the idea and practice of exceptional service that consistently meets or exceeds the expectations of our customers and our suppliers.

Company C ...

Outstanding Profitability and Profit Sharing

We are also committed to achieving outstanding levels of profit sharing by ensuring that each operating entity is the most efficient, the most productive, and, therefore, the lowest cost distributor of building materials in the markets we serve.

Company C ...

Continuous Quality Improvement

Each member of ComC will continuously pursue quality improvement designed to provide every member of the organization with the knowledge and the skills needed to achieve the goals of our quality policy.

Company C ...

This Quality Policy is supported by an annual business planning process that results in measurable quality objectives and through monthly reviews of quality system operation by the senior management committee.

Quality Policy Statement

In your own words

Essential Elements

Commitment

General - Little Specific

Quality Policy

The Manila Doctors Hospital shall always strive to meet the international standards of quality in health care.

It shall always ensure that all services rendered meet client satisfaction and needs by:

Establishing

an infrastructure that meets international standards on environmental and occupational health and safety;

a structured sustainable quality management system based on international standards;

Providing

quality health services that exceed client’s expectation;

control in the delivery of services;

personnel who are trained professionally and conditioned to always provide quality services;

quality health researches that promote quality services;

adequate resources for staff development, facilities, equipment and maintenance, continuing professional education and research, information system, and other projects that will promote quality;

Operating within the standards provided by the World Health Organization and the Philippine Department of Health;

Supplying information to clients thereby enabling informed decision;

Regularly consulting clients on quality of services rendered and that should be rendered;

and

Continuously auditing and improving services so as to achieve excellence in quality health care.

5 Major Components of Quality Management System

1. Quality Policy

2. Quality Planning - Quality Objectives

3. Quality Operational Procedures and Standards

4. Quality Control

5. Quality Improvement

Content of QMS Manual

Organizational Profile

Vision-Mission

Goals and Objectives

Quality Policy

Quality Objectives


Definition of Terms

QA Circle

- a team composed of members who needs to work on a problem and include the following:

•One who is involved and who knows of the process•One who is affected by the problem•One who has technical expertise•One who makes decisions about the process•Other ad hoc members

Quality Objective- Definition -

Something sought, or aimed at, related to quality

Quality objectives are generally based on the organization’s quality policy.

Quality objectives are generally specified for relevant functions and levels in the organization.

ISO 9000:2000 (E)

Quality Control- Definition -

Part of quality management focused on fulfilling quality requirements

ISO 9000:2000 (E)

Quality Improvement- Definition -

Part of quality management focused on increasing the ability to fulfil quality requirements

ISO 9000:2000 (E)

Quality Manual- Definition -

Document specifying the quality management system of an organization

ISO 9000:2000 (E)

Effectiveness and Efficiency- Definition -

Effectiveness - extent to which planned activities are realized and planned results achieved

ISO 9000:2000 (E)

Efficiency - relationship between the result achieved and the resources used

facilitating workshop on quality assurance program for mbfi - sw1

Health & Medicine