Professional Documents
Culture Documents
Hospitals-places of healing
Medication Errors
Patient Falls
2 -6% hospital patients suffer from falls during their stay - To err is human,IOM
1000
100 10 1 Contacts / 1 death Mountain climbing Bungee jumping Chemical industry Charter flights
Why Measure?
What we dont measure, we dont know. And we can only improve what we know
- access to care - process of care outcome of care patient experience of care
Quality Gap
Quality Measurement
Quality Improvement
Optimal Practice
Perspectives on Quality
What is Quality?
Degree to which a set of inherent characteristics fulfill
requirements Quality is a set of attributes of a service Quality is conformance to the norms of Input, Process and Output Quality is conformance to the requirements and Customer Satisfaction
Improvement
Total Quality Management
More mature
28
What is Accreditation
Accreditation is a voluntary process in which a
healthcare organization is assessed to determine if it meets a set of standards designed to improve the safety and quality of care.
Provides a visible commitment towards improving quality
Mission is to focus on quality assurance and quality improvement of healthcare. It is structured to cater to much desired needs of the consumers and to set benchmarks for progress of health industry.
The board while being supported by all stakeholders including industry, consumers, government, have full functional autonomy in its operation.
31
32
33
South Africa
Taiwan
Egypt
Kyrgyz Republic
Jordon
34
Manuals
Organizational manuals
NABH Quality Manual NABH Policy Manual Quality Improvement Manual Infection Control Manual Safety Manual
Departmental manuals
Committees
Quality Steering Committee
CPR Committee
Ethics Committee Infection Control Committee
NABH CHAPTERS
CLINICAL CHAPTERS Access Assessment & Continuity of Care (AAC) Care Of Patients (COP) Management Of Medication (MOM) Patient Rights & Education (PRE) Hospital Infection Control (HIC) ORGANIZATIONAL CHAPTERS Continuous Quality Improvement (CQI) Responsibilities Of Management (ROM) Facility Management & Safety (FMS) Human Resources Management (HRM) Information Management & Security (IMS)
43
44
Scope of services
> Broad specialities
> Superspecialities > Support services > Diagnostic services > Other clinical services
Focus Areas
Initial Assessment and regular reassessment by
Physician, Nurses and dietician. Lab Services & Safety, Quality Assurance Imaging Services & Safety, Quality Assurance Documented Discharge Process Defined Discharge Summary
47
Access of Care
Registration and admission as o out-patient, o in-patient or o emergency patients Transfer of unstable / stable patient Summary of patients condition and treatment
48
Green:
Black:
49
Patient Identifiers
Use at least two patient Inpatient &
identifiers (neither to be the patient's room number) whenever taking any samples, administering medications, or blood products
Outpatient: Patient Name and MRN No. Emergency admit with no ID: Unknown 1/2/3 with MRN No
50
Nonavailability of beds
Initial care and stabilization to be done Sent to the nearest hospital by choice with the required facilities.
52
Imaging Services
Imaging tests not available in the organization are outsourced Safe transportation of patient to imaging services Documentation of corrective and preventive action Radiation safety for all.
53
54
Care of Patients
Emergency and ambulance Cardio pulmonary resuscitation Use of Blood and blood products Intensive Care Vulnerable patients High risk obstetrical patients Pediatric Moderate sedation Anesthesia & Surgical Restraint Physiotherapy Nutrition Pain management End of life care
55
Care of Patients
Emergency Service Ambulance Service
Equipped & manned by trained personnel Checklist for equipment and medications present Daily checks present
56
Vulnerable Patient
Child, <16 years
Women in labor
Patients with emotional or psychiatric disorders Any patient Who cannot perform ADLs CPS Scoring (Scores =/> 45)
57
Vulnerable Patient
Different H&P for women, children
Side rails
Safety measures: Safety First Program Bed sore, Ulcer and DVT precautions
Frequent assessments
Document all this
58
Code Blue
Code Blue: Emergency mode of alerting all
medical, nursing, paramedical and allied healthcare service personnel for CPR following sudden collapse of patient, for example MI, Shock, etc. Call 80 Team concept Team leader is Anesthesia registrar. Crash carts locked & stocked by pharmacy
59
61
Focus Areas
Pharmacy services and usage of medication Hospital Formulary Storage Prescription Dispensing Administration Documentation Patient & family Education Monitoring
62
Medication
management encompasses selecting, procuring, storing, ordering/prescribing, transcribing, distribution, dispensing, administering. Medication administered is documented Authorized personnel to administer medication Patient identification to be done. Medication, Dosage, Route & Timing to verify from the drug order sheet Policy & procedure govern patients self administration & patients medications brought from outside the organization Documenting, and monitoring of medication therapies
63
Medication Policy
Medication in discharge summary should be in
laymans language. Nurses will administer the medicines after cross checking:
Right patient Right drug Right dose Right time Right method
Right documentation
Medication Policy
Self Administration By Patients: Hospital policy does not allow self administration. Self administration of Insulin , Inhalers, Syrups/
65
Medication Policy
Why? : To reduce medication errors Doctor signs a medicine order sheet Refer to the hospital drug formulary In case of doubt, the resident will call up the
66
/ or noxious at a dose that is normally used in humans Please report suspected or confirmed ADRs on ADR Form or Incident form.
69
a) Code Blue Situation b) Critical Lab Values: The staff nurse has to read the value back to confirm and duly sign her name and clock no. and write the name and emp no. of the person who has given the report. c) Insulin orders: Eg: 29/04/08 6:00am 40 units Read back to Dr. -----------, signature, name of the staff and emp no.
71
Identify,
rights &
responsibilities Patients family in decision making Informed Consent Right to information and education
72
Patient Rights
In patient guide Any special preferences Dignity Privacy Confidentiality Refusal of Treatment Informed consent Voice a complaint Expected cost Access to medical records
73
Informed Consent
Important to fill completely Has improved patient and family education
regarding the procedure and the expected outcomes. This will decrease the rate of dissatisfaction of the patient and family Anesthesia consent by Anesthetist Consent of Blood/ Blood products Consent for Specific blood tests
74
Immunizations
Preventing infections Financial implications, in case, there is a change in
75
76
contact, bathroom use, handling patient files Hand wash, hand rub (sanitizer) Infection control committee & manual
77
ALL HAI!
78
Infection Control
Restricted antibiotics policy Monitoring of Healthcare Associated Infection
Catheter related Urinary tract infections ( CR-UTI) Respiratory infections (Ventilator Associated Pneumonia- VAP) Central line associated Blood stream infection (CA-BSI) Surgical site infections (SSI)
79
thoroughly with soap and water; The practice to "milk out not recommended by the CDC.[1] Lab tests of the recipient are obtained for baseline studies: HIV, acute hepatitis panel (HAV IgM, HBsAg, HB core IgM, HCV) and for immunized individuals HB surface antibody.
Treat as if needle stick injury Report to Emergency Send appropriate samples Inform the infection control Committee or your Senior Fill out Incident Form
83
Broken glass
84
86
Focus Areas
programme Key indicators to monitor clinical structures, processes and outcomes Near Miss & Sentinel events analysis
87
CQI
Quality steering committee PDCA cycle Patient Satisfaction Root Cause Analysis for unexpected
Deaths Transfusion reactions Significant ADR Significant meds errors Significant anesthesia events Significant difference in pre & post op diagnosis
88
CQI
NABH Project is a Quality Improvement initiative
89
Clinical Indicators
Patient assessment Diagnostic services
Invasive procedures
Adverse drug events Use of anesthesia Use of blood & blood products
90
Managerial Indicators
Procurement of medication essential to meet patient needs. Reporting of activities as required by laws and regulations. Risk management. Utilisation of space, manpower and equipment. Patient satisfaction including waiting time for services. Employee satisfaction. Adverse events and near misses. Data collection to support further study for improvements. Data collection to support evaluation of these improvements.
consistent with the standard routine operations of the hospital and its staff or the routine care of a patient/visitor. Error - an unintended act, either of omission or commission, or an act that does not achieve its intended outcome.
Sentinel events
(Contd)
(Contd)
Adverse Events
Any unanticipated, undesirable or potentially dangerous occurrence
in a healthcare organization. eg- medication error, patient fall, transfusion reaction etc
which did not affect the outcome but for which a recurrence carries a significant chance of a serious adverse outcome.
98
99
Focus Areas
Defined & documented responsibilities of qualified
and experienced Head Of Organization Ethical management Scope of Service of each department is documented Risk Management
Resources for proactive risk management Risk reduction activities Systems for internal & external reporting of system or process failures
102
103
Utility
Security
Medical Equipment
Facility Mgmt
Hazardous Materials
Fire Safety
Emergency
Focus Areas
Facility inspection
106
Safety Manual
Disaster plan Mock drills for external & internal disasters
107
Emergency codes
Event Code Code Number
80 Individual Disaster/ Cardiac Code Blue Arrest
Security Threat
Child Abduction Hazardous material spill Internal disaster including Fire Bomb threat External disaster
Code Purple
Code Pink Code Yellow Code Red Code Black Code Orange
81
81 81 81 81 82
Safety Issues
In case of fire. First inform 81 and then remember the
mnemonic: RACE
R A
C
E
: : : :
Rescue Alarm Confine the fire Extinguish (if trained) and Evacuate
110
Safety Issues
Mercury spill
Formalin & Cidex spill Any Hazardous Material Spill HAZMAT (Hazardous Materials) Team will
be available round the clock Safety Manuals are kept on all nursing stations for ready reference PPE at every floor / ward for use
113
Mercury spill
Major spills : All Mercury spills
To be taken as hazardous material and To be collected in sealed containers
114
Minor Spill
Minor spill: < 30 ml
Place tissue /paper over spill Wear gloves, goggles, face mask (PPEs) Place in plastic bag. Seal and Label Housekeeping to mop area & Dispose Incident Report
115
Major spill
Major spill: > 30 ml
Place tissue / paper over the spill Place inverted trash can over the spill Inform HAZMAT team at 81 Incident Report
116
urine, vomit, serous fluid etc. In case of infectious material spillage use spill kit to manage it. Wear PPE Pour 1% sodium hypochlorite solution over the spillage area. Place tissue paper over the spillage to confine the spillage. Leave it for 20 minutes Pick up the soiled material with the pair of tongs and dispose into yellow bag. Mop the area with sodium hypochlorite solution. Remove the gloves and wash the hands.
117
PPE
PPE : personal protective equipment Each floor has two sets of PPEs for use in cases of
spillage Gloves, goggles, face mask, apron, gumboots, etc Use and replace
118
119
No Smoking Policy
Smoking in hospital premises is not allowed by law (public place)
120
Equipment Management
All medical equipment should be having a
supervisor, if absent
121
123
Areas of Focus
Manpower Planning Recruitment Orientation and education
Appraisal
Grievance Discipline
126
Information Management
This chapter talks of
Information Plan, Confidentiality, Security, and Integrity of data, Policy on Policies, standardized and accessible Patient Clinical Records. Confidentiality: It is a Patients right. Discussing a patient in the lifts (if identifiable information is being discussed) can be a violation of this! Patient records are sacrosanct
128
Medical Record
Up-to date chronological account patient care records Contents of medical record identified & recorded
Contents :
Safeguarding data
Periodical review
129
Informed Consent
End of life care Medication process
Spill management
External disaster Statutory compliance Medical Record management
JCI
JCI is the international arm of The Joint Commission
(USA)
JCIs mission is to improve the quality of healthcare The Joint Commission and JCI are both NGO and not-
JCI Standards
Patient-centered chapters
1. International Patient Safety Goals ( IPSGs)
(ASC) 7. Medication Management and Use (MMU) 8. Patient and Family Education (PFE)
Organization-centered chapters 1. Quality Improvement and Patient Safety (QPS) 2. Prevention and Control of Infections (PCI) 3. Governance, Leadership, and Direction (GLD) 4. Facility Management and Safety (FMS) 5. Staff Qualifications and Education (SQE) 6. Management of Communication and Information (MCI)
Standards: ISO
1987
Content
9000
9001
*
*
*
*
*
*
*
*
9002 9003
* *
* *
ISI to ISO
Product Quality to Process Quality
What is an Audit?
Audit is an independent assessment of the functionality to evaluate conformance. Or,
9001:2008)
Objectives are met with Results comply with the set targets
3/17/2014
142
Why Audit?
Approach
Deploy Form Teams - Cross functional, multi skilled, over lapping Divide in to small manageable areas Establish the Ownership concept Equip Teams-with tools& techniques
Create awareness to all Propagate concept across the orgn Ensure understanding of concept, practices, tools & techniques Assess performance Monitor activity progress as per plan Identify the gaps through audits Compare with bench marks Improve through Action plans Re-audit. Dont move on to next till satisfactory level is achieved
Review of Results at each step Record all related data Consolidate the gains
existing
During - Implementation Self
Interact & Involve all concerned in the department not only HOD, so as to explore the facts & figures. Record & share the audit findings with concerned Follow up for closing NCs & Improvement plans Maintain confidentiality of records & findings
3/17/2014
of the standards.
Compliance Audit : Examining whether they are being carried out as mentioned and giving results as expected. Surveillance (Verification) Audit: Questioning implemented system, Sustenance & Improvement. the Effectiveness of the
3/17/2014
Four Tier: Quality Manual & Common procedures Department Procedure Manuals Procedure,Protocol,SOP,Work Instructions Forms, Formats, Checklists & Records
Documents:
1 2
3 4
Identification number
Revision number Approval Effective date Whether it is controlled Correctness and completeness of content Related amendment record Entry in master list Legibility Validity in case of temporary document
3/17/2014
3/17/2014
148
General Application
2. Normative Reference
3. Terms & Definitions
3/17/2014
149
General Requirement Documentation Requirements 4.2.1. General 4.2.2 . Quality Manual 4.2.3. Control of Documents 4.2.4. Control Of Records
3/17/2014
150
5. Management Responsibilities
5.1. 5.2. 5.3
System Planning
3/17/2014
151
5. Management Responsibilities
5.5. Responsibility, authority &
3/17/2014
152
5. Management Responsibilities
5.6 Management Review
3/17/2014
153
6. Resources Management
6.1. Provision of Resources 6.2 Human Resources
3/17/2014
154
7. Product Realization
7.1. 7.2.
Customer-related processes 7.2.1. Determination of requirement related to the product. 7.2.2 Review of Requirement related to the product. 7.2.3. Customer communication.
3/17/2014
155
7. Product Realization
7.3 Design & Development
7.3.1. Design and Development planning 7.3.2. Design and Development Inputs 7.3.3. Design and Development Outputs 7.3.4 Design and Development Review 7.3.5. Design and Development Verification 7.3.6 Design and Development Validation 7.3.7 Control of design & development changes
3/17/2014
156
7. Product Realization
7.4 Purchasing
3/17/2014
157
7. Product Realization
7.5 Production and Service Provision
7.5.1 Control of production & service provision 7.5.2 Validation of processes for production and service provision 7.5.3 Identification and traceability 7.5.4 Customer Property 7.5.5 Preservation of product
7.6 Control of monitoring & measuring equipment
3/17/2014
158
8.3
8.4.
3/17/2014
3/17/2014
160
NABL
& Technology, Government of India, and is registered under the Societies Act. NABL has been established with the objective to provide Government and Industry with a scheme for third-party assessment of testing calibration and medical laboratories assessment of testing, calibration and medical laboratories Program started in 1981. First Accreditation granted in 1992. Autonomous Body registered under societies Act in 1998. The sole accreditation body for Testing and Calibration laboratories authorized by the Government of India.
NABL
NABL grants accreditation to testing & calibration laboratories
as per ISO/IEC 17025 and medical laboratories as per ISO 15189. NABL operates its own system as per ISO/IEC 17011. It requires the applicant and the accredited laboratories to take part in recognized Proficiency Testing Programmes in accordance with ISO/IEC Guide 43 An applicant laboratory has to satisfactorily participate in atleast one Proficiency Testing programme, while the accredited laboratories are expected to cover the major scopes of accreditation in a cycle time of four years.
Calibration Laboratories:
Electro-Technical Mechanical Radiological Thermal & Optical Fluid-Flow
Stage II: Pre-Assessment audit (One day) by Lead Assessor. A copy of Pre Assessment Report is provided to Laboratory for taking necessary corrective action on the concerns.The laboratory shall submit Corrective Action Report to NABL Secretariat. After laboratory confirms the completion of corrective actions, Final Assessment of the laboratory shall be organised by NABL. Stage III: Final Assessment audit (two days or more) by the NABL team one Lead Assessor and other Technical Assessor(s). Nonconformances pointed out the laboratory, with opportunity to correct them. The report is given to the Lab and the NABL Secretariat.
Stage IV After satisfactory corrective action by the laboratory, the Accreditation Committee examines the findings of the Assessment Team and recommend additional corrective action, if any, by the laboratory, and takes decision on the basis of the actions taken. Stage V Accreditation to a laboratory shall be valid for a period of 2 years and NABL shall conduct periodical Surveillance of the laboratory at intervals of one year. Laboratory shall apply for Renewal of accreditation to it at least 6 months before the expiry of the validity of accreditation
Strategic Planning
Customer Focus
HOW organization engages its CUSTOMERS for long-term marketplace success. HOW organization builds a CUSTOMER-focused culture HOW organization listens to the VOICE OF ITS CUSTOMERS and uses this information to improve and identify opportunities for INNOVATION. HOW organization selects, gathers, analyzes, manages and improves its data, information and KNOWLEDGE ASSETS and HOW it manages its information technology HOW organization reviews and uses reviews to improve its PERFORMANCE.
Workforce Focus
HOW your organization engages, manages and develops your WORKFORCE to utilize its full potential in ALIGNMENT with your organizations overall MISSION, strategy and ACTION PLANS ability to assess WORKFORCE CAPABILITY and CAPACITY needs and to build a WORKFORCE environment conducive to HIGH PERFORMANCE.
Process Management
HOW your organization designs its WORK SYSTEMS HOW it designs, manages and improve its KEY PROCESSES for implementing those WORK SYSTEMS to deliver CUSTOMER VALUE and achieve organizational success and SUSTAINABILITY Readiness for emergencies
Results
organizations PERFORMANCE and improvement in all KEY areasproduct outcomes, CUSTOMER-focused outcomes, financial and market outcomes, WORKFORCE-focused outcomes, PROCESS-EFFECTIVENESS outcomes and leadership outcome
In conclusion.
References
ISO
http://www.bis.org.in/cert/faqmscd.htm
NABH
www.qcin.org/nabh/
NABL
http://www.nabl-india.org/nabl/html/about-lab-acc.asp
JCI
http://www.jointcommissioninternational.org/
Thank you