Liu, Ming C.; Miller, Cushman N. (1990, ASQC) The Wichita State University, Wichita, KS; St. Francis Regional Medical Center, Wichita, KS
This paper outlines a Quality Assurance (QA) system dealing with the complex service quality and responsiveness problems of the Central Service department in a hospital. Missing supplies and instruments, low fill rate, high back order statistics, and other issues are chronic Central Service problems. The responsiveness of Central Service to other areas can have a major impact upon employee moral, health care service quality, physician loyalty to hospital, and the liability issues currently facing the medical community. A case study of the central sterile support to surgery at St. Francis Regional Medical Center is used to illustrate major problems of responsiveness that impact surgery.
Elements of the QA system such as communication links, technical monitoring process, and quality audit procedures are described. A performance indicator for service quality. measurement is discussed. Quality, productivity and responsiveness can be improved through more effective communication, improved accountability, and changes in the case cart production process of Central Service. The approved QA system, from the results of the case study, is currently being implemented at the St. Francis Regional Medical Center.
Health care,Quality management (QM),Case study