Chapter 18 - quality production and monitoring

Quality

The consistent delivery of products and services according to established standards. Quality integrates the concerns for the customers with those of the department and facility.

Customer (internal)

The physicians, nurses and other professionals personnel served by sterile processing personnel.

Empowerment

The act of granting authority to employees so they may make decisions within their areas of responsibility

Process improvement

Activity to identify and resolve task-related problems that yield poor quality; the strategy of finding solutions to eliminate the root causes of process performance problems.

Cross-functional teams

Group of employees from different departments within the healthcare facility that works together to resolve operating problems

Failure mode and effects analysis (FMEA)

A process designed to predict the adverse outcomes of various human and machine failures to prevent future adverse outcomes.

Root cause analysis (RCA)

A method of problem solving that “looks backward” to identify the root cause of a problem to help prevent its future occurrence.

Sentinel event

An unexpected occurrence involving death, serious physical or psychological injury, or the risk thereof

Quality assurance

A comprehensive and measured effort to provide total quality. Also, a technical, statistical sampling method that measures production quality.

Total quality improvement (TQI)

The concept of measuring the current output of a process and then modifying it to increase the output, increase efficiency, and/or increase effectiveness.

Processes (work)

A series of work activities that produces a product or service

Continuous quality improvement (CQI)

A scientific approach that applies statistical methods to improve work processes.

Total quality management (TQM)

A quality management approach based on participation of all members aimed at long-term success through customer satisfaction and benefits to all members of the organization and society

Six Sigma

A quality process that focuses on developing and delivering near perfect products and services.

Lean

A quality process that focuses on eliminating waste in the production of products

(Workbook) Nurses, physicians and other professionals working in a healthcare facility are (blank) customers of sterile processing

Internal

(Workbook) (Blank) identifies and resolve work-related problems

Process Improvement

(Workbook) (Blank) is defined as the consistent delivery of products and services according to established standards

Quality

(Workbook) The (blank) must be center of every quality concern

Patient

(Workbook) The (blank) process looks backward at an event to identify the root cause and help prevent it from reoccurring

Root Cause analysis

(Workbook) (Blank) is an international standard used by participating organizations to help ensure their quality management system is effective

ISO 9000

(Workbook) Providing quality products directly impacts a patient’s:

Outcome

(Workbook) Failure mode and effect analysis (FMEA) tries to predict

A product failure before it occurs

(Workbook) Quality monitoring is:

The process of maintaining or improving quality outputs

(Workbook) This organization uses unannounced inspections to monitor standards:

Centers for Medicare and Medicaid services (CMS)

(Workbook) Root cause analysis (RCA)

Looks at a poor outcome to prevent its reoccurrence

(Workbook) Quality control indicators:

• Include RCA and FMEA

• Are used to determine how well the department is meeting its objectives

• Should be monitored periodically

(Workbook) Quality processes in decontamination include

Measuring chemicals

(Workbook) Assuming responsibility for survey readiness is one factor in:

Quality management

(Workbook) This component of a quality program moves decision making to frontline staff

empowerment

(Workbook) When quality is not emphasized

Conflicts can arise

[workbook] Survey readiness is the responsibility of:

Survey readiness is everyone’s responsibility