Total Quality Management (TQM) and Chapter 1

what is the physician’s primary obligation?
the timely delivery of quality care
How do we ensure quality of care?
four part control cycle (plan-do-check-act)

-reflected in acronym CEAR

CEAR
C-Criteria
E-Execution
A-Assessment
R-Response
Criteria
Plan to introduce an improvement
Execution
The implementation of criteria
Assessment
Comparing impact of execution against the stated criteria
Response
activities intended to reconcile the differences between the stated criteria and the observed outcome

This is where the process can be improved to meet the criteria or standard

TQM should be ______ driven
customer (patient)
Factors Affecting the Quality of the Diagnostic Process
1)clinician performance
2)Amenities of care
3)performance of the patient (participation)
Quality Assurance in Diagnostic Process
1. Identify the patient
2. Identify things the customer values (chief complaint)
how can one assess the quality?
look at the structure, process, and outcome
Structure
Attributes of the setting (Material resources, Human resources, Organizational resources)
Push quality Upstream
add quality to product or service not fixing mistakes
key source of information about the quality of the diagnostic process and its immediate outcome
treatment record