1. Departmental Administration Leadership رهبریت آمریت اداری Gamberi Regional Hospital Training تعلیم و تربیه شفاخانه ساحوی گمبیری

2. Overview مرور کلی Metrics/Data collection متریک / جمع آوری اسناد ( داتا ) Continuous Improvement بهبود متداوم Quality Control/Quality Management کنترول کیفیت / منجمنت کیفیت Teamwork کار گروپی

3. Why Measure? چرا اندازه گیری نمایم؟ If you cannot measure it, you cannot control it. If you cannot control it, you cannot manage it. Measurement is not an end in itself. You must utilize the data to achieve continuous improvement and organizational goals.

4. Why Measure? Assess current performance Set goals for improvement Anticipate any potential deviation and find faulty processes – Ability to adjust quickly Continuous assessment and improvement Moves organization forward Tangible, measurable outcomes

5. Steps in developing measurements Identify process – Flowchart, brainstorming Identify critical activities to be measured Ask, “What do I want to know” before development the measurement tool Formulate a mechanism to gather data

6. From Measurement to Improvement Collect the data Analyze/report actual performance Compare actual performance to goal/standard Determine of corrective action is necessary Make changes Determine if new goals or measures are needed

7. Example Tool Goal: Ensure patients are satisfied with their care What do I want to know? – Are patients happy with their experience? Measure: patient satisfaction Mechanism for collecting data: survey Create a process for data collection, establish a baseline, analyze data Monitor and reassess on a continuous basis Utilize data for TQM and process improvement

8. Continuous Improvement Find and implement the best Find fault Find solutions Find faulty processes & repair them so the do not produce faulty outputs – Documentation and continuity are vital – Encourage idea sharing regardless of rank

9. Quality Control کنترول کیفیت Quality Control (QC) is a system of routine کنترول کیفیت یک سیستم روزمره است technical activities, to measure and control the quality فعالیت های تخنیکی، تا کیفیت را اندازه گیری و کنترول مینمائید – Provide routine and consistent checks to ensure data integrity, correctness, and completeness –تهیه کارهای روزمره و درست ارزیابی گردد تا از درست بودن معلومات اطمینان حاصل گردد، بصورت درست ومکمل – Identify and address errors and omissions –تشخیص و رسیدگی به اشتباهات و حذف – Document and archive inventory material and record all QC activities. –موجودی اسناد و مواد آرشیف و قیدوثبت تمام فعالیت های کیفیت کنترول – QC activities include general methods such as accuracy checks on data acquisition and –فعالیت های کنترول کیفیت بشمول میتودهای عمومی مانند کسب معلومات درست – Use of approved standardized procedures –استفاده پروسیجرهای تصویب شده ستندرد – Focused on inspecting the process –بالای بررسی پروسه توجه شود

10. Application of Quality Control تطبیق کنترول کیفیت Leaders should consider the following: رهبران موارد ذیل را باید ملاحظه نمائید Resources allocated منابع احتصاص داده شده Time allocated to conduct the checks and reviews زمان اختصاص داده شده برای ارزیابی و مرور Availability and access to information on activity data موجودیت و دسترسی داشتن به معلومات در مورد فعالیت دیتا Procedures to ensure confidentiality of source پروسیجرها برای حاصل کردن قابلیت اعتماد منابع Requirements for archiving information ضروریت های ارشیف نمودن معلومات Frequency of QA/QC checks on different processes فریکوانس کنترول کیفیک / ارزیابی کنترول کیفیت در مورد پروسه های مختلف The level of QC appropriate for each department سطح مناسب کنترول کیفیت برای هر دیپارتمنت Whether increased effort on QC will result improvements اگر کوشش ها بالای کنترول کیفیت افزوده شود نتیجه بهبود خواهم یافت Whether sufficient expertise is available to conduct the checks and reviews اگر مهارت های کافی موجود باشد برای اجرای ارزیابی و مرور

11. Quality Management کیفیت منجمنت Continuous process تدام پروسه – Nothing is ever perfect mentality Identify faulty processes so they do not produce faulty outputs پروسه ناقص تشخیص نمائید تا نتیجه ناقص بدست نه آید Root cause analysis تحلیل سبب بنیادی – Don’t just treat the symptoms of the problem –صرف ظاهر یک مشکل را مورد بحث قرار ندهید

12. Teamwork کار گروپی “Unity is strength... when there is teamwork and collaboration, wonderful things can be achieved.” - Mattie Stepanek Participative leadership شرکت کننده رهبریت Dialogue vs. discussion Time to lead and a time to follow Encourage participation – Everyone from the new soldier to the hospital commander can have good ideas

13. Teamwork Teamwork activity

14. Conclusion Leadership should focus on customer/patient needs, continuous improvement, and teamwork Continuous improvement requires understanding of the process Performance measures give leaders the tools to make informed decisions to work towards organizational goals