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Running head: QUALITY MANAGEMENT IN A CLINICAL UNIT
Quality Management in a Clinical Unit
Name of the Student
Name of the Unive ...
Running head: QUALITY MANAGEMENT IN A CLINICAL UNIT
Quality Management in a Clinical Unit
Name of the Student
Name of the University
2 QUALITY MANAGEMENT IN A CLINICAL UNIT
3 QUALITY MANAGEMENT IN A CLINICAL UNIT
Table of Contents
Introduction ................................ ................................ ................................ .............................. 3
1. Important Elements of the Planning Process and the Plan for the Introduction of
Clinical Guidelines and Pathways – ................................ ................................ ....................... 3
2. Leadership Challenges that are Likely to Arise in Quality Management at the
Diagnostics Lab of the Clinic ................................ ................................ ................................ .. 6
3. Overcoming the Leadership Oriented Issues ................................ ................................ . 7
Conclusion ................................ ................................ ................................ ................................ 8
References ................................ ................................ ................................ ................................ . 9
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Quality management refers to a process by which all tasks and activities of an
organization are overseen, to ensure that desired excellence levels are maintained when such
tasks and activities are performed by the employees of the organization. Quality management
is vital for addressing customer satisfaction (1). Quality managers and supervisors are entrusted
with the responsibility of making sure that the products whic h are manufactured and sold by
an organization, or the services that are offered by an enterprise, are of a high quality, and are
likely to please and satiate the needs and requirements of customers. In the rendition of clinical
services specifically, it i s mandatory for the owners of a business enterprise to engage in quality
management, as the type and extent of the services rendered are likely to impact the health and
wellbeing of customers (2). This assignment is written as a report and it discusses how
quality management can be addressed at the diagnostics unit of a hospital in Sydney,
Australia. The factors that are to be taken into consideration as a part of the planning
process, and the strategies that will be implemented to ensure that proper qualit y checks
are undertaken, are discussed in detail in the report.
1. Important Elements of the Planning Process and the Plan for the
Introduction of Clinical Guidelines and Pathways –
One of the most important parts of the planning process for ensuring safe rendition of
diagnostic services without any compromise being made to the quality of the same, is to first
identify the unique needs of the target audience of such services. The nature and type of the
diagnostic services have, to be determined and the age, gender and economic background of
the people who are at the receiving end of the diagnostic services is something that is going to
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have to be taken into consideration as well. Diagnostic services usually apply for people of all
age groups, genders, and se xual orientations, and are generally undertaken after a doctor has
prescribed such tests and related services . A ge and gender have, to be taken, into account
quite thoroughly when offering diagnostic services, as there are certain tests that can genera te
reactions in people who are of a senior age, compared to those who are younger, while members
of a specific gender may be more prone to allergic reactions when availing a specific diagnostic
service, than others . Hence those who are involved in the rendition of diagnostic services
at the concerned clinical unit, be it conducting a blood test, conducting an ultra -sound, or taking
an X -ray, must be constructed to pay heed first and foremost, to the age, gender and general
health details of the particip ants or customers, so that the diagnostic services that are provided
are accurate, and do not generate ill effects for those who are availing such services. To ensure
quality of service and safety for the customers, age and gender must be noted with care w hen
offering diagnostic services .
The importance of maintaining cleanliness while engaging in the rendition of proper
diagnostic services is something that is going to be reiterated as a part of the quality
management process . The workers at the diagnostic laboratory will be instructed to keep
their gloves on and masks on while rendering diagnostic services so that they do not hurt the
patients when coming into direct contact with their skin and hair. The gloves will be surgical
gloves and will be designed to keep infection from spreading inside of the diagnostics
laboratory fairly, easily . Diagnostic professionals will be instructed to maintain complete
hygiene when engaged in the rendition of their services and those who are found to be viola ting
basic standards pertaining to hygiene and health while rendering diagnostic services will no
longer be retained on the payroll of the hospital. This harsh measure will be incorporated into
the quality management planning process and communicated to th e working professionals at
the hospital so that they are aware of the same when engaging in their duties . When
6 QUALITY MANAGEMENT IN A CLINICAL UNIT
customers arrive at a clinic to get tests done, they rely a lot on the authorities at the clinic to
provide them with services that will not only help them to arrive at an accurate diagnosis with
regards to their health, but to provide them with services that will not cause their physical health
to be compromised in any given way . Hence it is mandatory to ensure proper quality checks
when i t comes to the rendition of diagnostic services, so that the safety of customers is looked,
into, their general health and wellbeing is not compromised and they are provided with a good
reason to come back and use the diagnostic services that are offered a t the clinic, again in the
near or in the remote future .
Yet another important planning measure that will be incorporated into the rendition of
diagnostic services is to make use of surveillance technology . This technology will be used
to ensure that the workers of the organization are perform their services in the manner that is
expected that they are not swaying or deviating from the guidelines that have been introduced
for this purpose, and that they are behaving well with customers and treati ng them well when
engaged in the rendition of diagnostic services . Using surveillance technology for quality
management will require the clinic to invest a considerable amount of money, but the end
results will be fruitful for both the clinic as well a s the customers here . This is a tool that
can be made use of by quality managers to make sure of the fact that guidelines are indeed
being followed, that all restrictions, and norms and protocols are being adhered to when
conducting a blood test, an X Ray or an Ultra -sound or any other type of diagnostic service,
and that then safety of the customers who are at the receiving end of such services is not being
toyed around with .
Those who are engaged in the rendition of the diagnostic services will make the patients
sign a form prior to providing such services so that customers are not in the dark about the
details and nature of the diagnostic facilities that they are being provided with and the expected
outcome of the same . The medical particula rs of the diagnostics offered will be
7 QUALITY MANAGEMENT IN A CLINICAL UNIT
communicated with a considerable degree of thoroughness by circulating a form containing all
this information among customers and making them sign the form when they decide to avail a
particular test or diagnostic serv ice . This communication is not going to be made in print
alone, but it is also something that is going to be conveyed verbally to the customers, so that
they are fully made to understand what it is that they are signing up for and the type of results
or consequences that are associated with the same .
A screening process is going to be put in place to ensure that the tools, instruments, and
equipment that are used as a part of the diagnostics process are sanitized, are sterilized and are
safe for the customers . No tool that contains even the slightest trace of a germ will be
included in the diagnostics process. This screening process will form a vital part of the planning
and implementation process and those imparting the diagnostic services wi ll be briefed on how
it is that such screening is going to be undertaken .
All the points stated above, are going to be listed down in a brochure, or a booklet and
those working in the diagnostics division of the clinic will be made to submit signed c opies, so
that the clinic authorities know, that they have a proper understanding of the same . At the
same time, soft copies of the instructions will be emailed to the employees who are hired to
offer diagnostic and medical testing services at the clin ic, will be made to revert to the email
that is sent to them so that the quality management division knows that the workers at the
diagnostics lab have a full idea of the standards that they are expected to uphold when
conducting their duties .
8 QUALITY MANAGEMENT IN A CLINICAL UNIT
2. Leadership Challenges that are Likely to Arise in Quality
Management at the Diagnostics Lab of the Clinic
Commitment of all members of the management to ensure top -quality diagnostic
services, inadequate planning when it comes to rendering quality servic es or production, and
the issue of problem solving are three of the leadership -oriented challenges that are likely to
arise as a part of the overall quality management process that is implemented to ensure that the
diagnostic services which are offered are absolutely , top notch . For instance, it is more than
plausible that not all the members of the management are going to be on the same page, when
it comes to offering quality services and quality standards with respect to diagnostic services
at the cli nic . There are issues and problems that are going to arise regarding the use and
the procurement of advanced equipment for offering lab -based testing services and it can take
weeks and months to arrive at an agreement on how such problems are going to be overcome,
and which can impede the overall process of offering diagnostic services at the clinic . If
the quality management processes are not planned and implemented in a structured and
organized manner, then it is going to be difficult to make an y headway with regard, to the
planning process. Hence the matter of planning and organization if not undertaken properly are
going to serve as a serious leadership -oriented challenge insofar as quality management at the
clinic is concerned .
3. Overcoming the Leadership Oriented Issues
Some of the important ways by which the leadership -oriented problems that are likely
to pose difficulty for the implementation of quality management at the clinic, are going to be
addressed, happen to be as follows –
9 QUALITY MANAGEMENT IN A CLINICAL UNIT
To b egin with, a proper planning team is going to be put in place to organize the ways
by which the quality management processes are going to be implemented, the details
of which have already been made known above . This team is going to develop an
action p lan for implementation and a schedule will also be developed to determine the
length or the period , of time, over which the quality management processes are going
to be implemented. The planning team will be given sufficient time to come up with an
action plan and a schedule that can be followed to uphold quality standards of
diagnostic services at the clinic .
Teamwork and collaborative work are going to be encouraged within the quality
management division of the enterprise, and the views and opinions and
recommendations of various members of the team, will be taken into consideration. In
doing so, the stalemate or the issues that are likely to crop up in the area, of problem
solving, will be resolved .
Thus, by undertaking all the different steps that have been made known above, the
quality management division of the clinic is going to put in place a process that will ensure that
the medical testing services which are offered at the clinic are undertaken keeping customer
safety in mind, that customers are not inconvenienced every time they do come to avail medical
testing services and that the health and the wellbeing of customers is not something that is
every compromised with when providing such service s. The quality management team is going
to undertake its monitoring and surveillance in a planned and organized manner and due efforts
will be made to make sure that the people who are working in the diagnostics division of the
firm are provided with all t he information and the guidelines that they need to do a thorough
job, with such guidelines being made known to them verbally, in person as well as over the
10 QUALITY MANAGEMENT IN A CLINICAL UNIT
email and in the form of printed material which they have to verify, sign and submit, as a
measure of the fact that they are in agreement with the quality management standards that are
being adhered to at the clinic.
11 QUALITY MANAGEMENT IN A CLINICAL UNIT
1. Alomi YA, Aldosori N, Alhadab M, Alotaibi NR, Al -Shubbar N, Alotaibi T,
Alshammeri A, Alzahrani S, Alassadi N, Alaza10 N. T he value of clinical pharmacist
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services: Do they outperform public hospitals regarding quality and access? Evidence
from Portugal. Socio -Economic Planning Sciences , 73 , p.100798
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Journal of clinical microbiology. 2019 Aug 1;57(8)
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8. Mohammad I, Berlie HD, Lipari M, Martirosov AL, Duong AA, Faraj M, Bacon O,
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Pharmacy. 2020 Sep;3(6):1129 -37.
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