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17 Cards in this Set
- Front
- Back
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Customer (internal) |
Physicians, nurses and other professional personnel served by central service personnel |
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Quality |
Consistent delivery of products and services according to establish standards. Quality “integrates” the concerns for the customers (including patients and user department personnel) with those of the department and facility |
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Empowerment |
Act of granting authority (power) to employees so they may make decisions within their area of responsibility |
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Process improvement |
Activity to identify and resolve task related problems that yield poor quality; the strategy of finding solutions to eliminate the root causes of process performance problems |
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Cross functional team |
Group of employees from different departments within the healthcare facility that works together to resolve operating problems |
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Failure mode and affects analysis (FMEA) |
A process designed to predict the adverse outcomes of various human and machine failures to prevent future adverse outcomes |
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Root cause analysis (RCA) |
A process that “looks backwards” at an event to help prevent its future occurrence |
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Sentinal event |
An unexpected occurrence involving death, serious physical or psychological injury, or the risk thereof |
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Quality assurance |
A comprehensive and measured effort to provide total quality. Also, a technical, statistical sampling method that measures production quality |
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Total quality improvement (TQI) |
Concept of measuring the current output of a process or procedure and then modifying it to increase the output, increase efficiency, and/or increase effectiveness |
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Continuous quality improvement (CQI) |
A scientific approach that applies statistical methods to improve work processes |
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Processes (work) |
A series of work activities which produce a product or service |
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Total quality management (TQM) |
Quality management approach based on participation of all members and a long-term success through customer satisfaction and benefits to all members of the organization and society |
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Six Sigma |
Quality process that focuses on developing and delivering near perfect products and services |
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Lean |
Quality process that focuses on eliminating waste in the production of products |
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Magnet status |
An award given by the American nurses credentialing center to hospitals that satisfy factors that measure the strength and quality of nursing care |
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ISO 9000 |
International standard used by participating organizations to help and share that quality services and products are consistently delivered |
