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Chapter 13

Chapter 13. Managing and Improving Quality. Quality Management. Total Quality Management (TQM) Customer/client focus Total organizational involvement Use of quality tools and statistics for measurement Identification of key processes for improvement Continuous Quality Improvement.

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Chapter 13

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  1. Chapter 13 Managing and Improving Quality

  2. Quality Management • Total Quality Management (TQM) • Customer/client focus • Total organizational involvement • Use of quality tools and statistics for measurement • Identification of key processes for improvement • Continuous Quality Improvement

  3. Quality Management • Components of Quality Management • Comprehensive quality management plan • Structure, process, and outcome benchmarks • Performance appraisals • Intradisciplinary assessment and improvement • Interdisciplinary assessment and improvement

  4. Quality Management • Methods of Quality Management in Health Care • Nursing audits • Peer review • Utilization review • Outcomes management

  5. Six Sigma • Is a Measure, a Goal, and a System of Management • Six Themes: • Customer focus • Data driven • Process emphasis • Proactive management • Boundaryless collaboration • Aim for perfection; tolerate failure

  6. Allowing for Variance and Fostering Innovation • Organizations Must Find Ways to Foster Creativity and Innovation Without Compromising Quality Management

  7. Risk Management • A Risk Management Program • Nursing’s Role in Risk Management • Incident report steps: • Discovery • Notification • Investigation • Consultation • Action • Recording

  8. Risk Management • Examples of risk: • Medication errors • Diagnostic procedure • Medical-legal incident • Patient or family dissatisfaction with care

  9. Risk Management • Role of the Nurse Manager • Handling complaints • A caring attitude

  10. Risk Management • Evaluating Risk Management • Risk management program needs support and participation of all staff • Can be a visible means of responding to patients’ needs

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