Use of the total quality process in an infection control program: A suprising customer-needs assessment

Abstract

The University of Michigan Hospitals began a quality management and improvement process in 1987 as the framework for all of its quality-related efforts and activities. The Infection Control Services department used total quality techniques to develop its mission statement, identify customers, identify customer requirements, and develop quality improvement objectives to meet the requirements. A service evaluation of customers resulted in specific improvement activities. An unexpected result of this evaluation was the difference noted between the Infection Control Services staff members' perception of customer requirements and these customers' actual needs. ICPs should use the continuous quality improvement tools and techniques to enhance their activities within their institutions, to better meet their customer needs, and to make sure that they are complementing their institution's mission.

Assessment of Infection Control Practices in Bolan Medical Complex and Sandeman Provincial Hospital of Quetta, Balochistan, Pakistan

“…A manager, four staff experts, and a medical secretary makes up the team of six. An administrator and a medical director (the hospital epidemiologist) hold the management responsible [7]. Because BMC/SPH is in the public sector, there is an administrator (MS) rather than the Manager that was at UMMC in our research.…”

“…To design its mission statement, identify clients, define customer requirements, and develop quality improvement targets to satisfy the criteria, the Infection Control Services department employed complete quality methodologies. ICPs should employ continuous quality improvement methods and procedures to improve their operations inside their institutions, better satisfy the demands of their customers, and ensure that they match the goal of their institution [7]. Creating a strategy for identifying infections or suspected sources of infection through departmental rounds, clinical report reviews, and identifying at-risk patients and taking necessary action.…”