Blog 1 HSA 6385

What is quality in healthcare?

There is no single definition of quality as it can be defined differently depending on the situation it pertains to. However, there are some common factors that are universal when it comes to measuring quality regardless of the entity.  For instance, there are different grades of quality in relation to products, services and customer experiences. Each element of quality can then be broken down into different factors. For example, the quality of a product such as food can be determined but the look, feel, smell, and taste of the item. The presentation of the food is the first impression, whether the food looks and smells edible as well as whether the food is cooked to the right temperature will affect the quality measurements drawn by the consumer.  Another factor that affects the quality would be the service rendered. Sticking with the food example, the service will be an important part of the quality test. Consumers want to know that there food was handled with clean hands and prepared on clean surfaces while simultaneously have fast service with exceptional servers. Finally, the over customer experience has a tremendous effect on quality.  Each element has to flow with one another to create a positive customer experience. For example, if a restaurant has incredible food but the service from their staff is horrible and the wait times are too long, the restaurant will receive poor quality reviews from consumers. For this reason, it is important for restaurants owners to put a emphasis on consumer satisfaction with the food, the service and the environment in which they operate.

The same elements of quality go for the field healthcare. Within healthcare, quality of care is the degree to which health service for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge (Ransom, Joshi, Nash & Ransom, 2009).  Healthcare affiliates alike agree that healthcare should be safe, effective, efficient, timely, patient, centered and equitable (Ransom, Joshi, Nash & Ransom, 2009).  These six elements can have a drastic affect on patient satisfaction and the quality results within the hospital.

Within my internship during my undergrad experience I got a chance to work with the department of volunteer services at a hospital here in Orlando. Before I became an active intern, I did not realize how much volunteers actually contributed to the overall quality of the hospital. The director of volunteer services along with hospital administration has changed the duties of an active volunteer. As a volunteer, you are taken through a process which ensures that you are first and foremost focused on patient centered care. Your process includes orientation, accountability statements, trainings, and observations to ensure that you are helping the patient have an overall great customer experience. With all of these steps you are taught to tackle the 3 universal factors of quality, delivering a great product with impeccable service while simultaneously improving the customer experience. With that being said the quality of healthcare for patients at that particular hospital have skyrocketed simply because administration understands the need for quality and the affects it can have on the hospital as a whole.

Reference:

Ransom, E., Joshi, M., Nash, D., & Ransom, B. (2009). The healthcare quality book, vision, strategy, and tools. (2 ed.). Washington, DC: Health Administration Pr.