lect 3 and 4

Question 1

Quality

Answer 1

Quality is a multi-faceted concept which can be defined in different ways. At a broad
level, quality reflects the extent to which a health care service or product produces a
desired outcome

Question 2

Quality assurance

Answer 2

at “part of quality management focused on providing
confidence that quality requirements will be fulfilled.” The confidence provided by quality assurance is
twofold—internally to management and externally to customers, government agencies, regulators,
certifiers, and third parties

Question 3

CQI Continuous Quality Improvement

Answer 3

An approach to quality management that builds upon
traditional quality assurance methods by emphasizing the organization and systems: focuses on
“process” rather than the individual; recognizes both internal and external “customers”; promotes the
need for objective data to analyze and improve processes.

Question 4

Six Sigma Concept

‘

Answer 4

, it is a mathematical term which is used to denote standard deviation. It is a
standard statistical unit used to measure and describe the distribution of any process about its mean.

Question 5

National Health Performance Framework

Answer 5

views quality as a guiding principle in assessing how well the health
system is performing in its mission to improve the health of Australians.

Question 6

The Framework’s dimensions for the assessment of health system
performance include

Answer 6

appropriate, effective, responsive, continuous,
sustainable, accessible and capable, all considered relevant (along with
the safety dimension) to the quality of health care services.

Question 7

Three Domains of National Health Performance Framework

Answer 7

Health status, determinant of health, health system performance

Question 8

Health status domain 1

Answer 8

Deaths/Health Conditions / Human functions & Wellbeing

Question 9

determinants of health 2

Answer 9

Bio-medical factors / community & socioeconomic / Environmental
factors / Health behaviours

Question 10

health system performance include

Answer 10

1. Safe (Safety)
2. Effective (Effectiveness)
3. Patient-centred (Responsiveness)
4. Timely (Continuity)
5. Efficient (Efficiency & Sustainability)
6. Equitable (Accessibility)

Question 11

Safe (Safety)

Answer 11

The avoidance or reduction to acceptable limits of actual or potential harm from health care management or the
environment in which health care is delivered.

Question 12

Effective (Effectiveness)

Answer 12

Care/intervention/action provided is relevant to the client’s needs and based on established standards. Care,
intervention or action achieves desired outcome.

Question 13

Patient-centred (Responsiveness)

Answer 13

Service is client orientated. Clients are treated with dignity, confidentiality, and encouraged to participate in choices
related to their care.

Question 14

Timely (Continuity)

Answer 14

Ability to provide uninterrupted, coordinated care or service across programs, practitioners, organisations and levels
over time.

Question 15

Efficient (Efficiency & Sustainability)

Answer 15

Achieving desired results with cost effective use of resources. Capacity of system to sustain workforce and
infrastructure, to innovate and respond to emerging needs.

Question 16

Equitable (Accessibility)

Answer 16

People can obtain health care at the right place and time irrespective of income, physical location and cultural
background.

Question 17

Quality management i

Answer 17

all the activities that organizations use to direct, control,
and coordinate quality. These activities include formulating a quality policy and setting
quality objectives.

Question 18

Elements of Quality Activity

Answer 18

Monitor
• Assess
• Plan
• Implement
• Evaluate

Question 19

Monitor

Answer 19

Monitoring is the process by which problems are identified.
This is usually achieved by:
• Formal data collection of both clinical and non-clinical
information
• Staff may highlight problems in an effort to continuously
strive for best practice and efficiency
• Issues highlighted can then be monitored
• Questions you may ask to identify this stage of the quality
cycle are:
▪ How was the issue/problem highlighted?
▪ What made you review the process and want to
initiate changes?

Question 20

Assess

Answer 20

Assessment is the process followed to evaluate the data

adequacy.

Question 21

Questions asked in the assessment phase should include:

Answer 21

Is the data collected going to be able to determine the type
and extent of any problems?
• Has the data been collected for an adequate period of
time?
• Has the problem been highlighted in several staff meetings
and was this minuted?
• The data used may come from reports generated
throughout the organisation e.g.: Clinical Indicator Reports
or Risk Management Reports.

Question 22

Analyses

Answer 22

Analysis is the detailed review of the data collected,
identification of problems and processes, which need to be
improved.
At the phase there must be evaluation and conclusions
drawn from the data on the best course of action to be
taken, which will ensure improvements and positive
outcomes, are achieved.

Question 23

Action Plan

Answer 23

The action plan should be documented with a description of
the proposed action, which will be initiated to rectify the
problem or make an improvement and promote positive
outcomes

Question 24

Evaluation

Answer 24

There must be review of the action plan instigated to see if it
has had the desired effect and resulted in positive / negative
outcomes
• Has the problem been solved?
• What was a result of the action plan?

Question 25

Feedback

Answer 25

It is important to obtain feedback from users/clients who will
have been affected by the action plan.
• Are they happy with the new process?
• Has it met their needs?

Question 26

Documentation

Answer 26

This is an essential component of an effective quality
improvement program
• A Quality Improvement (QI) Record is to be completed for
all quality activities
• Supporting documentation and reference to minutes of
meetings where the quality improvement was discussed