What is quality?
It is said in hadith that “Allah loves when one of you performs a job and masters it”…. Perfection is quality.
Work quality is defined as following the correct procedure from the first time and every time. It is defined in the 1988 guideline of the World Health Organization as: “the conformity with the correct standards, safe performance and socially accepted cost, thus leading to less cases of sickness, mortality, disability and malnutrition”.
Total Quality Management (TQM): It’s a modern philosophy in management that takes the form of a comprehensive approach or system of management and it is based on bringing about fundamental changes to everything within the organization.
So who’s responsible for implementing quality within the organization?
Quality is the responsibility of every individual in the organization.
The conditions that must be met for a successful and effective application of quality systems and programs:
1. Full conviction among the organization leadership.
2. Availability of financial and moral support.
3. The presence of material and human structures of quality.
4. The presence of written strategic and annual plans. 5. The presence of an efficient documentation system. 6. Team spirit.
Dimensions of health service quality:
1. Time: How long must the patient wait for the medical exam? And how long it takes until he receives treatment?
2. The Right Timing: It means providing health services on time and not later.
3. Completion: Comprehensive implementation of all health service aspects.
4. Treatment: The medical and nursing staff must welcome the patient appropriately.
5. Consistency: Providing all services in the same pattern (consistent healthcare for each patient, in order to satisfy him and ease his pain).
6. Accessibility: The ability to receive different health services easily and at reasonable fees.
7. Accuracy: Implementing health services properly and accurately since the first moment.
8. Response: The ability to provide the proper service fast enough to benefit from that service, and the cooperation between the medical and health staffs to solve current and unexpected problems.
9. Quality Guarantee: It’s a continuous process and an organized activity to measure quality according to standardized criteria and for the purpose of analyzing discovered insufficiencies and taking the necessary measures to improve and develop performance and then re-measuring to determine the level of achieved improvement.
10. Quality Control: It’s a managerial process by which actual performance is measured by means of comparison with the expected performance, and taking corrective measures based on the difference between the two.
11. Quality Improvement: It’s a coordinated and organized process to determine the available opportunities to raise the level of services.
12. Total Quality Management: It’s the process of combining quality guarantee, quality control and quality improvement, and coordinating among these activities and allocating the necessary resources for them.
Quality Procedures at Imam Al-Hujjah Hospital:
1. Constant work to raise awareness on quality among employees.
2. Forming and training quality teams (in-house and out-of-house training). 3. Obtaining licenses and defining standardized criteria – JCI.
4. Initial evaluation (conducted by quality and accreditation experts).
5. Preparing quality evidence (documentation of policies and procedures).
Yousif Hussain Razzaq, Head of the Quality Management Unit.