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Winter
2016
Master
of Business Administration in Healthcare Services Management - Semester 4
MH0059
– Quality Management in Healthcare Services- 4 Credits
(Book
ID: B1323)
Assignment
(60 marks)
Note: Answer all questions. Kindly note
that answers for 10 marks questions should be approximately
of
400 words. Each question is followed by evaluation scheme.
Q1. Discuss the history of quality in healthcare
services. 10 marks(Brief outline of quality in healthcare-1
mark, History-9 marks)
Answer:
Quality in healthcare:
Quality is broadly described as the
comprehensive positive outcome of a product/service. However, in healthcare the
product is multifaceted which contributes to different perceptions of quality.
A precise definition of quality in healthcare acknowledges these differences
and
Q2. Explain the dimensions of quality in healthcare.
10 marks(Listing the dimensions-2 marks, Explantion-8 marks)
Answer:
Dimensions of Quality Management in
Healthcare
·
Quality
of reporting
·
Quality
of documentation
·
Quality
of quantity
·
Quality
of patient satisfaction
·
Quality
of reputation
·
Quality
of clinical process
Explantion :
Healthcare quality has several
dimensions like reporting, documentation, quantity of or access to care,
patient satisfaction, reputation, clinical processes, utilisation, review and
medical necessity determinations. By observing the quality of care laws and
metrics, and how they relate to these eight dimensions of quality, healthcare
professionals can plan to achieve and retain a high-quality care.
1 Quality of
Q3. Describe NABH Accreditation. 10 marks(Constituents committees of NABH-4 marks, NABH procedure-6 marks)
Answer:
NABH Accreditation
India has witnessed an onslaught of
international accreditations; they are either expensive or not tailored for the
Indian healthcare industry. Hence was born the need for a national
accreditation system. The National Accreditation Board for Hospitals and Healthcare
Providers (NABH) is the constituent Board of Quality Controlof India (QCI)
which is set up with the co-operation of the Ministry of Health and Family
Welfare, Government of India and the Indian Health Industry. In India, the
concerns are about how to improve the healthcare quality which has been
frequently raised by the general public and the wide variety of stakeholders
which includes the government, the professional associations, the care
providers and the agencies financing the healthcare. This board will also cater
to the
Q4. Explain the Six Sigma concept. 10 marks(Definition-2 marks, Explanation-8 marks)
Answer:
Defination :
Six Sigma is a data-driven approach and
disciplined methodology for reducing defects in any process, from manufacturing
to transactional and from product to service.
In the healthcare industry, defects and
mistakes are not and cannot be tolerated. An error can cost a patient their
life. This means processes need to be in place and managed properly to
eliminate mistakes. Managing the processes needs timely data and predetermined
answers to that timely data. Six Sigma is a prerequisitein a healthcare
organisation for employees dealing with critical patient information
Q5. Define total quality management. Discuss the
importance of TQM in healthcare. 10
marks
(Definition-2 marks,
Importance-8 marks)
Answer:
Definition:
TQM is a
management philosophy that focuses on customer satisfaction and organisation
objectives for long-term success of a healthcare organisation. TQM is based on
the involvement of all employees of an organisation in improving processes,
products, services and the culture in which they work.
TQM involves a
systematic managerial approach in an organisation based on continuous
improvement of all operations, processes and functions. It is used
interchangeably with Continuous Quality Improvement in many areas. It is
achieved by understanding, meeting and
Q6. Explain the challenges of quality management in
non-clinical support services and administrativeservices. 10 marks
(Challenges in non-clinical support services-5
marks, Challenges in administrative services-5 marks)
Answer: Challenges in non-clinical
support services:
The expanded use of
outsourcing in the healthcare industry reflects the competitive and environmental
pressures currently faced by service providers. According to a McKinsey
Corporation report provided to ARAMARK, the healthcare market is at the vortex
of three major forces:
Constrained profits
With declining
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