Managing Quality and Service Delivery in Healthcare

Customers, patients, businesses and government entities all make healthcare decisions based on quality. A patient's experience in a hospital will affect how they see the standard of service delivery. This course covers the concept of quality, different stakeholders and how to balance their expectations in an organisation. We will learn about the impact of poor service, professional accountability and characteristics of quality health services. Familiarise yourself with service-level agreements (SLA), customer-driven management and the different stages of continuous improvement with the Six Sigma approach.

We look at the principle of Lean management to improve quality control, and the benefits and categories of benchmarking. Uncover the investment areas for successful improvement experience and the responsibilities of the improvement facilitators. Explore the central terms used in defining value for money with how to implement and monitor continuous improvement or change in an organisation. Examine the competencies required in the healthcare sector and the 'five Ds' of healthcare quality before delving into the dimensions of quality to be considered by customers and service providers.

Finally, we will cover the ISO 9000 and 9001 quality management system, highlighting its key principles. We discuss the investors in people and total quality management (TQM) - including the theory of quality management by Deming, Juran and Crosby - to understand quality dimensions. We look at team-building techniques for developing trust, accountability and commitment. This course will help you develop the skills and practices that enhance productivity and promote customer satisfaction. It is suitable for anyone working in healthcare or a business organisation who wants to start learning today.