1. Dr Adebowale T O. Dir. Clinical Services

2. What is quality? In health care, quality is a measure of whether services fulfil desired health outcomes and are consistent with current evidence-based practice. This definition incorporates two components. For people with mental disorders, their families and the population as a whole, it emphasizes that services should produce positive outcomes. For practitioners, service planners and policy makers, it emphasizes the best use of current knowledge and technology.

3. Dimensions of Quality Professional competence Skill, capability and performance of care providers, managers and support staff Amenities Physical appearance of facilities, cleanliness, comfort and privacy for patients. Do they encourage the clients to return for a follow-up visit? Accessibility of care In term of absence of barriers to health care i.e. geographic, economic, social, language barriers (availability, affordability and acceptability of care) Coverage Percentage of community who need a service that actually receive it Effectiveness Are the desired results actually obtained? Is the treatment given the most appropriate for the given situation?

4. Dimensions... Efficiency Is optimum care being given at minimal cost possible? Is unnecessary treatment given Interpersonal relationship Provider-client, manager-provider, health team- community relationships. Fairness Courtesy Responsiveness (Timeliness) Transparency Honesty

5. Dimensions.... Continuity of care Promotive, preventive, curative care available on an ongoing basis, with effective and timely referral/consultation/liaison system. Safety (effective risk management) Minimised risk of injury, infection, side-effects etc to both clients and providers. Clients satisfaction Clients perception of the response of the health service to his/her felt needs; usually based on: interpersonal relationships, outcome of care, amenities of care etc

6. Perspectives on quality Quality means different things to The clients/community Perceived needs addressed, Service delivered timely & effectively; accessibility; good relationship; continuity and good amenities. Service provider or programme manager. Professional skill, effectiveness, resource availability, safety, working conditions, CPD. Policy maker. improving the mental health of the population, ensuring value for monies expended (efficiency) accountability.

7. Clinical Governance A framework through which Health care organisations are accountable for continually improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence in clinical care will flourish. (Scally & Donaldson 1998)

8. 6 Pillars: Clinical Effectiveness Research & Development Openness Risk Management Education & Training Clinical Audit – A quality improvement process that seeks to improve patient care and outcomes through systematic review of care against explicit criteria and the implementation of change

9. How does this relate to you? Awareness of Aros commitment to qualitative service delivery. Commitment to qualitative service delivery. Influencing others towards qualitative service delivery.

10. The Aro Standard A clients experience

11. DCS

12. Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor From: "xyz@yahoo.com" To: toadebo@yahoo.com Sent: Monday, August 8, 2011 9:15 AM Subject: [Director of Clinical Services] Apointment to see a Psychiatric Doctor AA sent a message using the contact form at http://neuroaro.com/contact. Good morning, please i need to request for an appointmnet to see a Doctor,how do i go about it. Thank you. AA (234803XXX3X8X) http://neuroaro.com/contact

13. From: adebowale laolu To: "xyz@yahoo.com" Sent: Monday, August 8, 2011 6:38 PM Subject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Hi Thank you for your enquiry. You'll need to visit the hospital and present at the assessment unit just by the gate, and you'll be seen by a psychiatrist after registration. You can visit the hospital any day. You may however avoid, which is our academic day except it is an emergency to avoid long waiting. I do hope this information is helpful. Regards

14. From: AA To: Sent: Tuesday, August 9, 2011 7:32 AM Subject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Dear Sir, Thank you for your mail, i really appreciate your response. i must confess i was not expecting the response so soon. it is encouraging. I plan to visit the hospital next week wednessday, i reside in Lagos, i hope i can be at the hospital at about 11am.( hope 11am is not late?) What is the cost of registration, and will i be able to see the psychiatrist same day? is there any other cost i need to be aware of? Please the academic day is not stated in your mail, i hope it is not on wednessday, if it is, i will need to change my visit day. Once again, i thank you for your assistance. AA Lagos Nigeria E-mail: xyz@yahoo.com "Do unto others what you want others to do unto you" PPlease consider the environment. Do you really need to print this email?

15. From: To: A A ; Sent: Tuesday, August 9, 2011 1:07 PM Subject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Hi Sorry for the typing skip, the academic day is wednesday. The registration fee is =N=2000, excluding cost of any prescribed medication. Regards

16. From: AA xyz@yahoo.com To: AAxyz@yahoo.com Sent: Sunday, August 21, 2011 12:29 AM Subject: Re: [Director of Clinical Services] Apointment to see a Psychiatric DoctorRe: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Dear Sir, I was at the Hospital on friday, 19 August 2011, the hospital staff were very helpful, polite and understanding. The reception was warm and friendly; from the security staff at the entrance, to the nurses/doctors on duty. I never expect this type of 5 star service from some "expensive private hospital" in Lagos, but got it from a government establishment, the environment was very clean ( from the main gate to the main pharmacy ), clean guests toilet, perfect ambience, reg fees/ test /drug are affordable, no pushing and shoving around. We got appointment to see the doctor next two weeks, without hassle! There is a general atmosphere of on job contentment. NO STAFF MEMBER ASKED FOR A TIP ( BRIBE )! That was suprising. I am really impressed,and i will pass it on. Please keep up the good work. Thank you. AA Lagos Nigeria E-mail: xyz@yahoo.com "Do unto others what you want others to do unto you" PPlease consider the environment. Do you really need to print this email?