We have seen many great companies and organizations come and go over the years, and even some of the most successful of them fail. But why? The three primary causes of failure are due to ineffective leadership, financial issues, and/or differentiation. Before “hitting the iceberg” we must take a proactive and preventative approach to acknowledge our shortcomings before they lead to our demise. Recognizing the current trending values of our patients while listening to their needs allows us to go beyond ‘meeting the needs’ of patients by adding a more personal approach to care. When we go beyond the minimal duties in healthcare deliverance, we can achieve patient excellence. Good leadership, effective use of electronic health records (EHRs) and other health information technologies (HIT), and a participant team are all necessary to achieve service excellence in healthcare.
The most important foundational aspect of success in the implementation of systems is consistency. Consistency is crucial for patient safety, quality of care, trust and reliability, efficiency, data and research, training and education, and positive patient experiences. Faulty processes and systems often lead to errors in healthcare, and it is avoidable with consistent and accurate systems. Service excellence is described as effective, safe, patient-centered, timely, efficient, and equitable. The endorsement of reliable and valid measures of quality are overseen by the Agency for Healthcare Research and Quality (AHRQ) and The Joint Commission (TJC).
Quality improvement is a data-guided systematic activity which includes an intervention to address a quality gap. An example of a quality improvement initiative is the Plan-Do-Study Act (PDSA) which constitutes a plan to improve healthcare in an incremental manner while continually assessing the previous stages while maintaining a flexible view on what direction the organization will go to sustain. The Six Sigma is a data-driven approach which addresses the acronym DMAIC, which stands for define, measure, analyze, improve, and control. Successful implementation of the Six-Sigma can reduce medical errors and improve patient safety. All quality measures are specific to what the organization wishes to address. It is important for organizations to regularly assess their strengths and weaknesses to improve safety and quality of care. Quality improvement programs are intended to enhance patient outcomes, increase efficiency and productivity, for cost reduction strategies, to comply with regulatory requirements, and to increase patient satisfaction. Healthcare quality can be measured through patient surveys, assessing clinical outcomes, clinical audits, and through data analysis.
I am excited to see how healthcare continues to evolve with the continuance of telemedicine to reach underserved populations in providing remote care and providing education. Prior to Covid-19 people in rural areas were unable to receive medical care, so the advancement in telemedicine made it possible to seek the care of a doctor and a higher likelihood to receive adequate follow-up care and pertinent education about medical conditions and associated risks. Accepting new technology has not been a easy concept for me, but I have learned that I must accept change to grow. Furthermore, great leadership skills will increase the overall quality of care and patient outcomes. I like to think of good leadership as a leader who has the ability to use ethical reasoning during times which require the most critical thinking.