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The Dimensions of Quality

The document discusses the nine dimensions of quality in healthcare: 1) technical performance, 2) effectiveness of care, 3) efficiency of service delivery, 4) safety, 5) access to services, 6) interpersonal relations, 7) continuity of services, 8) physical infrastructure and comfort, and 9) choice. Each dimension is briefly defined. The concept of "doing the right things right" is also introduced to emphasize doing high quality work efficiently.

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Madiha Parveen
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214 views13 pages

The Dimensions of Quality

The document discusses the nine dimensions of quality in healthcare: 1) technical performance, 2) effectiveness of care, 3) efficiency of service delivery, 4) safety, 5) access to services, 6) interpersonal relations, 7) continuity of services, 8) physical infrastructure and comfort, and 9) choice. Each dimension is briefly defined. The concept of "doing the right things right" is also introduced to emphasize doing high quality work efficiently.

Uploaded by

Madiha Parveen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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The Dimensions of Quality

1
Objectives

 Explain the concept of “dimensions of


quality”
 Name and briefly describe several of the
dimension categories
 Provide examples of quality from each
dimension
 Explain the concept of “right things right”

2
Nine Dimensions of Quality

1. Technical Performance
2. Effectiveness of Care
3. Efficiency of Service Delivery
4. Safety
5. Access to Services
6. Interpersonal Relations
7. Continuity of Services
8. Physical Infrastructure and Comfort
9. Choice

3
1. Technical Performance

The degree to which the tasks


carried out by health workers and
facilities meet the expectations of
technical quality (comply with
standards)

4
2. Effectiveness of Care

The degree to which desired results


(outcomes) of care are achieved

5
3. Efficiency of service
delivery

The ratio of the outputs of services


to the associated costs of producing
those services

6
4. Safety

The degree to which the risks of


injury, infection or other harmful side
effects are minimized

7
5. Access to services

The degree to which healthcare


services are unrestricted by
geographic, economic, social,
organizational or linguistic barriers

8
6. Interpersonal relations

Trust, respect, confidentiality,


courtesy, responsiveness, empathy,
effective listening, and
communication between providers
and clients

9
7. Continuity of services

Delivery of care by the same


healthcare provider throughout the
course of care (when appropriate)
and appropriate and timely referral
and communication between
providers

10
8. Physical infrastructure &
comfort

The physical appearance of the


facility, cleanliness, comfort, privacy
and other aspects important to
clients

11
9. Choice

When appropriate, client choice of


provider, insurance plan or treatment

12
The Quality Grid
+ How you do it –
+

Right Right
What you do

things things
Right Wrong

Wrong Wrong
things things
Right Wrong
–

13

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