At DM Healthcare, we subscribe to the view that quality is the outcome of all activities that take place within the organization. Total Quality Management(TQM), a discipline and philosophy of management which institutionalizes planned and continuous improvement is instituted in our group.
We also place emphasis on the focus of improvements being on systems and processes rather than on the individual; also that all function and employees have to participate in the improvement process.
Scope
The scope of the Performance Improvement Program includes an overall assessment of the efficacy of performance improvement activities with a focus on continually improving services provided, and patient safety practices conducted, throughout the centre. The program consists of these focus components: performance improvement, patient safety, and quality assessment/improvement and quality control activities. These indicators are objective, measurable, based on current knowledge and experience. They are structured to produce statistically valid performance measures of care provided. This mechanism also provides for evaluation of improvements and the stability of the improvement over time.
Goals and Objectives
To promote a safe environment for patients and staff
To facilitate a culture of quality throughout all organizations in the group
To provide a systematic approach to performance improvement activities
To promote high quality, cost effective services through the development and implementation of policies, procedures and guidelines.
Promote effective communication.
Foster staff education processes.
Improve employee relations and promote employee satisfaction.
Ensure all DOHMS and other regulatory requirements are included in performance measures.
Establish priorities for performance improvement activities
Client Complaints
To manage and use client feedback data through complaints and surveys for continuous quality improvement
Quality Education and Training
To promote quality education and training initiatives for the staff
Quality Culture
To develop a culture of continuous improvement across the organization
Quality Model
The DM Healthcare Quality Model focuses on the customer (be they internal or external customers), supported by structures, processes and outcomes.
Methodology
Find Organize Clarify Uncover Start Plan Do Check Act (FOCUS-PDCA) Model: Whenever staff are engaged in performance improvement and patient safety initiatives, they must begin by listening to all customers (the voice of the consumer), focus on the processes that these customers experience (the voice of the process), and then use statistical process control methods to evaluate the variation that lives within the processes.
