Quality in Healthcare: KALPANA-3510910311 KASTHURI-3510910340 KAVIPRIYA-3510910346 KHADEEJA-3510910352
Quality in Healthcare: KALPANA-3510910311 KASTHURI-3510910340 KAVIPRIYA-3510910346 KHADEEJA-3510910352
Quality in Healthcare: KALPANA-3510910311 KASTHURI-3510910340 KAVIPRIYA-3510910346 KHADEEJA-3510910352
HEALTHCARE
KALPANA-3510910311
KASTHURI-3510910340
KAVIPRIYA-3510910346
KHADEEJA-3510910352
INTRODUCTION
The establishment of policies and procedures
that decrease premature death and increased quality
of life of patients define quality health care
management. Quality healthcare management is also
cost effective and generates a profit.
IMPORTANCE OF QUALITY IN
HEALTHCARE
The Healthcare Industry
Affordable Quality Healthcare
Decrease in Premature Death
Financial Viability
Quality Healthcare Management Saves Lives
IMPROVING HEALTHCARE
QUALITTY
Professional initiatives, such as self-regulation, education, standard
setting, and professional audit methods.
Promoting evidence-based medicine (EBM) and evidence-based
protocols (promoted by professions and some governments).
The use of audit: setting standards and comparing practice to
standards (uni- professional, multidisciplinary, and organizational
(e.g. UK Kings Fund).
Government regulation (licensing and inspection).
National quality strategies (e.g. Norway, Denmark, the UK).
Quality prizes and awards.
Quality data collection and comparisons (confidential and public).
Benchmarking.
Patient information, participation, and rights.
Pathway and re-engineering methods.
Total quality management (TQM).
APOLLO HOSPITALS
Apollo Hospitals is a major hospital chain
based in Chennai, India. It was founded by Dr. Prathap
C. Reddy in 1983. Apollo is the largest private
healthcare provider in Asia and the third largest in the
world, with hospitals in India, Sri Lanka, Bangladesh,
Ghana, Nigeria, Republic of Mauritius, Qatar,Oman
and Kuwait.
Highlights
State of the art and Best in class Infrastructure
Excellent clinical team and dedicated and committed Human
Resources
Credentialing and Privileging of all clinical staff
Clinical Pathways usage for best possible outcomes
Excellence in Allied Services and Specialties
Focus on Research
Emphasis on Quality Management
Excellence in Academics
Benchmarking against the world's best centres
Tracking and standardization of best practices
OBJECTIVES
To know how quality aspects through various media made different
people to choose APOLLO Hospitals for different health problems.
What factors and variables of advertisements influence them to choose.
To know what position does the hospital’s Quality has in the minds of
people.
To know how they became aware of the quality offered by the hospital.
To know level of satisfaction about the hospital’s services.
To find out the potentials for the hospital management that make
them stand different from others.
To know how maintain and improve brand awareness built through
quality maintenance.
To analyse whether any strategic changes has to be made in TQM
implementation in APOLLO Hospital.
LIMITATIONS
Due to lack of time, all patients could not be contacted.
The study has been restricted to Chennai city only.
As the project is a simple sample study and is confined
to few patients only, if may or may not pictures the
entire customer feelings.
The awareness levels of the patients may change from
time to time and so there is a possibility of changes in
the research results.
Few patients refused to respond or could not respond
appropriately due to Lack of time, Ignorance etc.,
Patient quality: whether the service gives patients what they want.
Professional quality: professionals’ views of whether the service meets patients’
needs as assessed by professionals (outcome is one measure), and whether
personnel correctly select and carry out procedures which are believed to be
necessary to meet patients’ needs, (process).
Management quality: the most efficient and productive use of resources to meet
client needs, without waste and within limits and directives set by higher
authorities (øvretveit, 1992).
They propose four distinguishing characteristics or functions’’, which are often
defined as the essence of good management’’:
empowering clinicians and managers to analyse and improve process;
adopting a norm that customer preferences are the primary determinants of quality
and the term GGcustomer’’ includes both the patients and providers in the
process;
developing a multidisciplinary approach
which goes beyond conventional departmental and professional lines; and,
providing motivation for a rational, data-based cooperative approach to process
analysis and change.
Main components of TQM