Quality Management Quiz

Flashcard maker : Lily Taylor
Quality Managment
a way of doing business that continuously improves products and services to achieve better performance
Conditions of Participation
rules that determin an entity’s eligibility for involvement in a particular activity
Quality Assuranace
evaluation activites aimed at ensurig compliance with minimun quality standards; actions performed to ensure the quality of a product
Criteria
standards or principles by which something is judged or evaluated
Quality Planning
setting quality objectives and specifying operational processes and related resources needed to fulfill the objectives
Quality Control
operational techniques and activities used to fulfill quality requirements
Accreditation
a self-assessment and external assessment process used by healthcare organizations to assess their level of performance in relation to established standards and implement way to continuously improve
IOM
A private nonprofit organization created by the federal government to provide science based advice on matters of medicine and health
Stakeholders
people, groups, organizations, or entities that can be directly or indirectly affected by an organization’s actions, objectives and policies
ACS
founded to addreass variations in the quality of medical education. It has developed the hospital standardization program to address the quality of facilities in which physicians worked
Measures
instruments or tools used for measuring
Structure Measures
data describing oranganizationsl facilities, environment, equipment, policies, and procedures
Process Measures
data describing the delivery of healthcare services
Outcome Measures
data describing the results of healthcare services
Evidence-based Measures
data describing the extent to which current best evidence is used in making decisions about patient care
Pillars of Excellence
strategic themes selected by an organization to focus efforts on aspects crucial to it’s success
AHRQ
the lead federal agency for research on healthcare quality, costs, outcomes, and patient safety
Quality Indicators
measures used to detrmie an organizations performance over time
Customer Service
a series of activies designed to attend to customer’s needs
Numerator
number written above the line in a common fraction to indicate the number parts of a whole
Denominator
number written below the line in a common fraction that indicates the number of parts into which one whole is divided
Sample
a representative portion of a large group
Reliable
yielding the same or compatible results in different situations
Interrater Reliability
probability that a measurement is free from random error and yields consistent results regardless of the individuals gathering the data
Clincal Practice Guidelines
systematically developed statements that assist practicioners’ and patient’s decisions about healthcare provided for specific clinical circumstances
Balanced Scorecards
frameworks for displaying system-level performance measures; components of structured performance management systems that align an organization’s vision and mission with operational objectives
Tabular Report
performance data organized in a multicolumn, multirow format
Central Tendency
a measure of the middle or expected value of a data set
Performance Expectations
desired performance
Data Visualization
communication of information clearly and effectively through graphical means
Scatter Diagrams
graphs used to show the correlation between two characteristics or variables
Pie Charts
graphs in which each unit of data is represented as a pie shaped piece of a circle
Bar Graphs
graphs used to show the relative size of difference categories of a variable, on which each category or value of the variable is represented by a bar, usually with a gap between the bars; also called bar chartsq
Histograms
graphs used to show the center, dispersion, and shape of the distribution of a collection of performance data
Frequency Distributions
Classifications of performance data that allow comparison of results in each category
Pareto Charts
graphs used to show where improvement resources should be applied by revealing the significant few problems from the trivial many
Radar Chart
graphs used to display the differences between actual and expected perforance for several measures
Spider Charts
graphs used to display the differences between actual and expected performance for several measures
Performance Trends
patterns of gradual change in performance average or general tendency of performance data to move in a certain direction over time
Dashboard
a set of performance measures displayed in a concise manner that allows for easy interpretation
Run Charts
Chronological sequences of data that include a horizontal center line; also called line graphs
Benchmarking
learning about the practices in other companies for the purpose of using them in your own organization
State of Statistical Control
a condition where performance measurement results vary randomly within the control limits
Normal Distribution
a spread of information in which the most frequently occurring value is in the middle of the range and the other probabilities tail off symmetrically in both directions
Standard Deviation
a measure of the dispersion of a collection of values
Common Cause Variation
variation in performance that doesn’t result from a specific cause but is inherent in the process being measured
Special Cause Variation
unexpected variation in performance that results from a non randon event
Performance Gap
the difference between actual and expected performance
Lean Model
a performance improvement apprach aimed at eliminating waste
Analytic Tools
qualitative and quantitative tools used during an improvement project
Continuous Improvement
analyzing performance of various processes and improving them repeatedly to achieve quality objectives
PDCA Cycle
Plan Do Check Act
The Shewart performance improvement model
PDSA Cycle
Plan Do Study Act
The Deming performance improvement model
RCI
Rapid Cycle Improvement
an improvement model that makes repeated incremental improvements to optimze performance
Six Sigma Quality
rate of less than 3.4 defecs per million opportunities, which translates to a process that is 99.9997% defect free
Improvement Project
a group of individuals who work together to accomplish an improvement objective
Opportunity for Improvement
a problem of performance failure
Affinity Diagram
charts used by improvement teams to organize ideas and issues, gain a better understanding of a prblem, and brainstorm potential solutions
Workflow Diagram
an illustration of the movement of EE’s or information during a process
Response Scales
ranges of answers from which the survey respondent can choose
Response Rate
the number of respondents who complete a survey out of the number who receive the survey, usually expressed as a percentage; can also apply to individual questions
Quality Story
a tool that visually communicates the major elements of an improvement project
Qualitative Tools
used to generate ideas, set priorities, maintain direction, determine problem causes, and clarify processes
Quantitative Tools
analytic improvement tools used for measuring performance, collecting and displaying data, and monitoring performance
Fishbone Diagram
graphic representations of the relationships between outcomes and the factors that influence them; also cause and effect diagram or Ishikawa diagram
Decision Matrix
a chart used to systematically identify, analyze, and rate the strength of relationships between sets of information, especially useful for looking at large numbers of decision factors and assessing each factor’s relative importance
Flowchart
graphic reprentation of processes
Interview
formal discussions between two parties in which information is exchanged
Surveys
questionnaires or interviews used to obtain information fro ma group of individuals about process, product, or service
Charter
a written declaration of an improvement team’s purpose
Ground Rules
established guidelines for how an improvement team wants to operate; norms for behavior
Gantt Chart
a bar graph that illustrates a project schedule
Improvement Team
a group of individuals working together to implement an improvement or solve a problem
Inputs
products, services, or information flowing into a process
Outputs
products, services, or information produced by a project
Process Owners
individuals ultimately responsible for a process, including its performance outcomes
Independents
improvement team members who have little or no knowledge of the process under consideration and have no vested interests in the outcome of the project
Adverse Event
an injury caused by medical care
Incident Reports
instruments used to document occurences that could have led or did lead to undesirable results
Incidents
events or occurrences that could have led or did lead to undesirable results
Patient Safety
actions undertaken by individuals or organizations to protect healthcare recipients from being harmed by the effects of health care services; also defined as freedom from accidental or preventable injuries produced by medical care
Risk
the possibility of loss or injury
Safety
the quality or condition of being safe; freedom from danger, injury, or damage.
Sentinel Event
an adverse event involving death or serious physical or psychological injury that signals the need for immediate investigation and response
Vigilant
carefully observant or attentative; on the lookout for possible prolems
Clinical Paths
descriptions of key patient care interventions for a condition including diagnostic tests, medications, and consultations, which, if completed as described, are expected to produce desired results
Medically Necessary
appropriate and consisten with dagnosis and accordin to acceptd standards of practice in the medical community, imperative to treatment to prevent the patient’s condition or the qulity of the patient’s care from being adversly affected
Preadmission Certification
review of the need for medical care or services that is completed before the care or services are provided
Protocols
formal outlines of care; treatment plans
Utilization Management
planning, organizing, directing, and controlling healthcare products in a cost-effective manner while maintaining quality of patient care and contributing to the organization’s goals

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