Quality assurance and quality improvement have become essential for all industries regardless of the nature of their business. Customers have several choices to choose from, and the best quality provider becomes their first preference. Similarly, in the healthcare industry patients and their families go for the best quality. It is normal human nature to conceive a higher price for better quality specifically in the service industry. People do not want to compromise on their health; therefore, they seek for the highest quality where it concerns their health. Healthcare organizations those are able to deliver on quality; consequently, experience customer loyalty. This customer loyalty is in the form of patients selecting this healthcare organization for all their health related issues. Furthermore, this even leads to positive publicity of the institution, and further increase the number of incoming patients. There are a number of techniques that healthcare organizations may adopt in order to measure their quality levels. The first technique involves the organization holding surveys in the form of focus groups and cognitive interviews (Sofaer, 2002). The second technique includes improvements in the system and processes. This may be achieved by adopting process-improvement techniques. The third technique is a systematic approach as described by Mark McClellan and Douglas Staiger.
Qualitative research methods provide an in-depth analysis of the issue at hand. Healthcare organizations may adopt these measures in varied ways. One of the methods is to hold focus groups and cognitive interviews. These interviews may be conducted on previous patients or their family members. Past patient records may be helpful in getting in contact with patients who have had contact with this particular organization. These methods may not only help gather information about the institutions quality levels but it also helps to improve and develop the dissemination of comparative quality reports. These reports may be made public for stakeholders and has an impact upon consumers (Sofaer, 2002). These interviews would help the organizations management decipher the gaps in quality. If patient’s or their families report any grievances about the healthcare institutions services, the management may take corrective measures. This would greatly help the organization to enhance a positive image by proving that they are willing to continuously improve their standards. Furthermore, a well reputed organization would be able to attract the best doctors and other healthcare professionals to work for this institution. The management may adopt a six sigma strategy for instance. This would set a benchmark for the company against which they would either improve or maintain their standard.
The second measure includes the improvements in the systems and processes of the healthcare organization (Hughes, 2008). Most of the problems in the healthcare industry arise from faulty systems of these institutions. The management’s inability to secure patient information is a fault in their quality standard. All professionals working in the organization must be able to deliver upon the quality standards in order to ensure that it benefits the entire organization. The implementation of better technology at the office floor helps eliminate many of the security breaches which could occur if this was done manually. Thus, as compared to earlier times, there is an improvement in the way privacy is assured in today’s healthcare organizations. Patients who experience a breach in their security information would rate the quality of the institution as very low. Therefore, it is essential to provide specific trainings and workshops to professionals across the organization. Passwords and other forms of security must be implemented in order to secure important information. If professionals behave in a way that impresses the consumers in this case the patients then it would reflect as professionalism and consumers would be drawn towards this organization. The company must not tolerate even the slightest breach in patient security and any individuals involved in this act must be dealt with immediately. The company could set this as a benchmark as this would instill fear amongst employees of getting involved in any illegal activity.
Mark McClellan and Douglas Staiger have described a systematic approach to quality improvement in “The Quality of Healthcare Providers” (NBER). They have described this method as overcoming the limitations which are prominent in existing measures. They suggest that it is essential to isolate particular combinations of indicators as this would provide a better quality measure. They have conducted research upon elderly Americans who are suffering from heart diseases. They proved through their study that quality healthcare resulted in successful treatments. If the patients were provided with quality care they would be able to recover much faster compared to individuals who do not receive this level of care. Thus, by providing quality care the organization would experience a higher rate of successful treatments and lower mortality rates. The mortality rates are a powerful determinant of the organizations quality standards.
These measurements are going to be helpful in maintaining the quality standards at healthcare organizations (HRSA). With the increase in competition amongst healthcare organizations it is essential for these institutions to deliver the highest possible quality. These standards must be understood throughout the organization in order to take complete advantage.
References
Hughes, R. G. (2008). Tools and Strategies for Quality Improvement and Patient Safety. Patient Safety and Quality: An Evidence-Based Handbook for Nurses. (pp. -). Rockville: -.
Quality Improvement. (n.d.). Quality Improvement. Retrieved April 6, 2014, from http://www.hrsa.gov/quality/toolbox/methodology/qualityimprovement/
SOFAER, S. (2002). Qualitative Research Methods. International Journal for Quality in Healthcare, 14(4), 329-336.
What Determines Quality Health Care, and How can we Measure It?. (n.d.). What Determines Quality Health Care, and How can we Measure It?. Retrieved April 6, 2014, from http://www.nber.org/digest/jan00/w7327.html
