Outline Of An Educational Module Essay

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Service quality - refers to difference between the level of service that is expected from consumers and the perception of the service that is actually received. (Caruana,

Quality healthcare is a very important factor in how individuals perceive their quality of life. In most countries, it is the major political issue. The healthcare delivery organization is a part of the national identity (Dranove & Sfekas, 2009).

One of these reports is “Crossing the quality chasm: A new health system for the 21st century” by the Institute of Medicine (IOM, 2001). After more than a decade being published, this report continues providing useful and relevant information. The report explains six dimensions of quality that need to be achieved by the healthcare system to improve quality, the six aims are: Safety, Effectiveness, Efficiency, Timeliness, Patient centered care, and Equitability. (Joshi, 2015, pg 6)

Quality management is a systematic and continuous process that organizations use to deliver products and services that meet or exceed customer expectations. Quality management in healthcare has evolved over the years to address increased demands from consumers related to the quality of care and services, as well as to address problems in patients’ outcomes. The medical field tends to use quality management to focus on patient and staff safety, reducing medical errors, and avoiding or decreasing morbidity and mortality rates. In order to improve the quality of a facility requires the entire facility to

The Institute of Medicine (IoM) defines health care quality as “the degree to which health care services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge (IoM, 2001)” The quality domains consists of effectiveness, efficiency, equity, patient centeredness, safety and timeliness, in order to provide effective and efficient health care to patients the quality domains must be met.

Efforts towards Quality Improvement (QI) have been implemented into healthcare systems to address and improve quality issues. It emphasizes on the importance of consistency for meeting patient demands and expectations, as this dictates how valuable the organization appears in the eyes of their stakeholders. The most recent of the methods is Quality Management (QM), in which QI is derived around management activities and functions to achieve high patient satisfaction rates and technical quality for health care organizations. Other existing QM tools include Total Quality Management (TQM)/Continuous Quality Improvement (CQI) and

Healthcare organizations want to leave a positive influence with their patients. Leaving a positive influence on the patients will make them want to return to your health care facility in the future and utilize your services. A healthcare organization needs to build loyalty within their patients. “Reflecting a broader trend in business metrics, healthcare organizations are increasingly building customer loyalty (in their case, patient loyalty measures) into their existing satisfaction surveys (Blizzard, 2002).” A customers’/patients’ loyalty is very essential when it comes down to describing a health care organization’s outcomes for their financial means. Actually, health care organizations that are not observant to loyalty could possibly endanger

The National Committee for Quality Assurance (NCQA) is a non-government organization (NGO) that was formed in 1979 with the sole purpose of improving the quality of healthcare. From its foundation, the organization has been in the forefront of the development of the healthcare system. It has played a very imperative role in the improvement of healthcare. It has been very vocal in elevating the issue of health care to the national agenda. The company seal has always been associated with quality among the healthcare professionals. This means that organizations and individuals who use the seal must have proved to the organization that they are qualified, and they are reputable organizations. In the case of the consumers, the seal is a clear indication that the organization at hand is managed in a better way, and the quality of services that it provides is high. The NCQA has played very critical roles in the managed care. It has helped a lot in promoting the quality of services provided by the managed care organizations. Due to its accreditation and strict emphasis on the quality, the organization has managed to be one of the most reputable organizations that push for quality care as well as continuous improvement in the healthcare services. The organization focuses on developing quality standards and measures that are very applicable in health improvement. All over the years, the institution has raised their bars regarding the improvement of healthcare services.

One of Memorial Hospital major concern is to keep cost down. Keeping cost to a minimum will affect the need of obtaining and maintaining quality equipment. The hospital staff doesn’t believe that cutting corners on equipment will lead to quality healthcare service. One of TQM measures is the responsibility for quality. Management can incorporate this measure into their system and still keep the integrity of the operation of providing quality care without any compromise. Having the proper tools needed to conduct the services needed in the health profession should not be a issue of question so such an investment is needed in the healthcare field in order to keep patients loyal and attract new clients. “Organizations that embrace TQM have realized that everyone must accept responsibility, from the company CEO to the person who cleans the parking lot” (Vonderembse, 2013, p.4.4). Quality performance will ensure that the level of care and equipment will not be compromised and such a move will raise the bar towards the quality of care. In addition, benchmarking will assist is making sure the operation is running up to customer standards or even

A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,

Quality in fact has no exact definition, the term usually refers to creating designing the activities and operations of a single cooperation or business insure of quality organization skills and to also improve the services as well. Quality is also known for its capabilities for its learning process as well as its promise to be able to apply greater standards in order to better things in the company and or the organization.

Quality:- The word quality has several meaning. According to Sarkar ( ), quality of a product or service is the ability of the product or service to meet the customers' requirements. The customer in an academic library is the student and the teaching staff of the institution.

Quality is the ability of a product or service to constantly meet or exceed customer expectations

A service deemed to be of high quality when the customer’s expectations are corroborated by subsequent service delivery. Service quality is important and strategic aspect in