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Quality Managers What are they good for?

Quality Managers What are they good for?. Pat Beard Pathology Quality Manager New Cross Hospital Wolverhampton. Governance. Compliance with Trust Governance Strategy Minutes Record evidence for NHSLA Scheme Incident Reporting

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Quality Managers What are they good for?

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  1. Quality ManagersWhat are they good for? Pat Beard Pathology Quality Manager New Cross Hospital Wolverhampton

  2. Governance • Compliance with Trust Governance Strategy • Minutes • Record evidence for NHSLA Scheme • Incident Reporting • Completion of cycle, timeliness, Categorisation of incidents • Trend analysis • Risk Register • Review and escalation • Controls Assurance • Action Plans – Responsibilities, Resources, Target Times

  3. CONTRIBUTION Corrective Actions Turnaround Times User Satisfaction Request Rejection Document Control User Guide Pathology Newsletter Improvement Tools

  4. Quality Improvement STRATEGY TIME Waste QUALITY Variation VALUE Outputs COST

  5. Quality Management Systems 1st STEP 2nd STEP 3rd STEP Quality Procedures Quality Improvement Quality (Learning) Culture

  6. Culture • Number one reason for employees leaving an employer is the (poor) relationship they have with their line managers. • Dissatisfaction is the single best predictor of absenteeism • Estimates that between 70 – 80 % of absenteeism is stress related. Actualisation/ Esteem Maslow’s Hierarchy of Needs Belonging Safety Physiological

  7. Stress Homeless, unemployed Per capita Blue collar workers Independently wealthy White collar /Managerial White collar /Managerial White collar /Managerial 1 2 3 4 5 6 Socio – economic groups Who experiences stress: Black Report (1989)

  8. A different way of thinking • Creation of a Quality Culture • Management commitment • respect, • recognition, • personal development, • understanding and support • Strategic planning for quality

  9. Improvement infrastructure • Leadership • Systemisation • Anything the organisation does should be systemised – set down in procedure • Tracking improvements – updating procedures • Roles and Responsibilities • Process • Methodical approach to quality improvement for example – DMAIC systematic approach used in six sigma • Define • Measure • Analyse • Implement • Control

  10. Improvement People • Good Management • Training for all grades • Involving all grades of staff

  11. ‘Quality at the end of the day is human commitment’ W.E.Deming

  12. Thank You

  13. Document Control • Evidence – Good Governance • Document Control and review • Procedures • Minutes • Action Plans • Reports

  14. Knowledge Management • Tacit knowledge that exists in someone’s head • Explicit knowledge that has been documented in some way, allowing others to share it • Pathology Policies • Departmental Procedures • Notices and Instructions

  15. Improvement Tools • Root Cause Analysis • Process Flow Charts • Option Appraisal

  16. Corrective and Preventative Actions • Sources • Complaints • Internal Audits • External Audits • Other external inspection • Risk Identification • Error logging • Corrective actions • Completion of cycle • Preventative Actions • Project Management - Objectives - Responsibilities - Action Plans - Monitoring and Review - Target dates

  17. User Satisfaction Survey

  18. Pathology Service User Perception vs. LocationContour Map

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