Continuous quality process

Seval Akgun, Professor¹, Memnune Kavasoglu, Quality speciali², Gamze Gunes, Quality Spec², and Rengin Erdal, Professor¹. (1) Department of Public Health, Baskent University, School of Medicine, 12. street. 7/8, 06490, Bahcelievler, Ankara, Turkey, 00-90-312-2120434, sevala@baskent-ank.edu.tr, (2) Baskent University Hospitals Network, 12.street, 7/8, 06490, Bahcelievler, Ankara, Turkey

We believe that only a well functioning relationship can deliver real service improvements. At Baskent University Hospital Network in Turkey (BUHN) we have done so by implementing the eight components of a complete quality process while building our systems. These are; Top Management Commitment, Leadership, 100% Employee Involvement, Process Focused Approach, Communications, Training, Measurement and Recognition, Gratitude & Celebration. Our quality system aim to be “fact based”management systems. The idea is to reach the evidence based thinking at the level of every day practice of health care by obtaining feedback from customers (internal+external); through the use of process development techniques; by first, second and third party audits; and by measuring the clinical quality and efficiency of care with different indicators. This is done by improving program systems and process, and increasing efficiency without increasing costs beyond initial expense for training in BUHN.This presentation is going to describe our particular journey towards quality .as well as obstacles that are faced through implementation period. As a result of eight years of experience, we see a great difference before and after applying quality systems at the institutions through the use of various satisfaction surveys results and indicators however, the biggest evidence is the high patient demand for our hospitals. We started to this journey with one hospital but now, with the growing interest in our services we have spread our services to different regions of the country and providing services to our customers at eight different hospitals.

Learning Objectives:

At the conclusion of the session, the participant (learner) in this session will be able to

1. Evaluate an approach to define, implement, and maintain a quality process that will involve every component
2. Experience how a quality system and a quality culture can be implemented through a Complete Quality Process approach that motivates and encourages employees of the entire organization.
3. Evaluate process focused approach contains a strong mix of creativity, empowerment of the persons concerned and efficacious results
4. Learn process map definition, identification of key or critical processes, processes systematic management; stabilization and improvement

Keywords: Health Care Quality, Hospitals

Presenting author's disclosure statement:
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.

Measuring Quality of Care

The 132nd Annual Meeting (November 6-10, 2004) of APHA