Resources search

Using client satisfaction data for quality improvement in the health services in Peru : quality assurance case study

SANTILLAN, D
2000

Expand view

This case study looks at how a clinic used a series of quality improvement tools to analyse client satisfaction. These tools included flow charts, fish bone diagrammes, tables, brainstorming and decision matrices. Using two different quality improvement methods, the clinic's utilisation rates and client satisfaction improved. The case study shows how collecting and using client satisfaction data is an important way of bringing clients' voices into the quality improvement process

Monitoring the quality of primary care

BOUCHET, Bruno
2000

Expand view

This guide describes a 3-step quality monitoring approach to assess the quality of patient care. The 3 steps are determining the systems of care to be monitored, and defining performance standards and indicators; choosing appropriate data collection methods and designing and testing monitoring tools; and analysing and applying quality data

Setting up a national hospital accreditation program : the Zambian experience

BUKONDA, N
et al
2000

Expand view

This report looks at the milestones and successes of the hospital accreditation program in Zambia. The report documents the 10 milestones that have been reached by the program and the issues that need to be resolved, namely the need to finalise the accreditation manual for hospitals; to achieve legal status and an administrative structure for the Zambia Health Accreditation Council; to communicate the results of the first round of the accreditation surveys; and to determine how to assist hospitals that do not achieve accreditation status

E-bulletin