What quality means to me...

When I think of quality, I think of a product or service that is effective, efficient and has been improved on to be best-in-class and reliable. Something of quality last longer than other brands. Dr. Oetjen made a good point when he asked everyone in class what was their favorite place to eat and to not worry about the cost. Most of our classmates named places that were known for being expensive due to the high quality of food/service, usually accompanied by a lovely dinning atmosphere and friendly customer service. Of course these dinning establishments come with a price and that is why they deliver a product and or service of good quality.

When it was my turn to answer the question I named Kobes Steak House as my favorite place to eat because of their delicious food, white sauce, sake and service they deliver. Granted an average meal will cost you $30 a person, but you are paying for the quality fresh food, the entertainment of the food being cooked in front of you and the friendly service.

In the healthcare field people will chose quality for similar reasons they choose their dining establishment.  We will look for the highest quality in the hospital or doctors regardless of price, a great atmosphere, cleanliness and friendly customer service.  After reading the required modules for my blog I agree on most of the points, aims, and ways of improving quality in healthcare. The six aims of improvement are quality improvement objectives which anyone in the healthcare field should follow as a guideline for delivering quality service.  As a future healthcare executive of a private plastic surgeon’s practice I would hope to improve on my own values or what quality means and distill these six aims of improvement for the staff to want to follow.

Chapter 1: Healthcare Quality and the Patient, by Ransom, mention the six dimensions of quality that are good measures for the healthcare field. I believe if these aims were instilled and followed in healthcare facilities that consumers (patients) and their family will view the establishment as being a quality establishment.

The six aims for improvement that were discussed are as followed (Berwick 2002):

1. Safe – Care should be as safe for patients in healthcare facilities as in their homes.

2. Effective – The science and evidence behind healthcare should be applied and serve as the standard in the delivery of care.

3. Efficient – Care and service should be cost effective, and waste should be removed from the system.

4. Timely – Patients should experience no waits or delays in receiving care and service.

5. Patient Centered – The system of care should revolve around the patient, respect patient preferences, and put the patient in control.

6. Equitable – Unequal treatment should be a fact of the past; disparities in care should be eradicated.

Having these aims of improvement in a mission, vision or value statement will definitely help with any employee focus on delivering quality service towards a patient or consumer in hopes of increasing business through word of mouth advertising, establishing return customers and increasing profitability.