I have been reading an excellent book "Prescription for Excellence" by Joseph A. Michelli. This book talks about how UCLA Health System (UCLAHS) has become a top tier medical institute due to their commitment to care, which breaks down into five different principals: " 1. Commit to Care, 2. Leave No Room For Error, 3. Make The Best Better, 4. Create The Future, and 5. Service Serves Us" (Michelli, 2011). From an HSA graduate student perspective, the combination of these 5 principals is an excellent example of what quality means to me, and should mean to all health care systems. Quality in a successful health care system required "the innovation of Apple, the commitment to safety of NASA, and the customer service of Ritz-Carlton" (Michelli, 2011, pg. 1). This approach has worked for UCLAHS, and I ask myself are all hospitals as committed to these principals as UCLAHS? and if not, why not? How will they survive, in a market where customers (patients) are becoming self aware and more educated on their health and health care.
From an HSA student perspective, quality is understanding that every aspect, every personnel in a health care system contributes to the outcome "customer/patient satisfaction". That each department, each staff member, each procedure matters in providing the quality of service that patients require and demand, because ultimately "Service Serves Us".
Reference:
Michelli, Ph.D, Joseph A. (2011). Prescription for Excellence. McGrawHill. Co-published with Second River Healthcare Press, pg. 1
Emelie,
ReplyDeleteI really enjoyed reading this blog. I find it very interesting and informational on the perspective of what a successful health care system should require based on Michelli's book. Having the "innovation of Apple, the commitment to safety of NASA, and the customer service of Ritz-Carlton" when you really think of it, is a great concept that all health care organization not just hospitals should adopt. I agree with you from our perspective of a HSA student me must address quality as a whole from every aspect from each department, staff member and procedure in order to provide optimal customer/patient satisfaction as well as optimal outcome.