Health Care Process Improvement

Catalog description

Operations management, organizational behavior, and health services research is explored in this course, with special attention on Total Quality Management (TQM) and Continuous Quality Improvement (CQI). The starting point for quality improvement is understanding the type and causes of system variation. Measurement, variation, and CQI tools and techniques are described and practiced, guided by multiple case studies in a variety of health care organizations. Careful examination is given to maximizing the performance of quality improvement teams, measuring customer satisfaction, managing risk, forging a safety culture, educating health professionals, and the role of accreditation in promoting quality and safety.