Quality in healthcare systems and patient outcomes

Quality in Healthcare

Quality is one of the most important aspects of business, whether goods or services are being sold. This is particularly so for industries where life or death could be at issue, such as health care. According to Bethell et al. (2003), however, the gap between health care and quality has been wide enough in the past to refer to as a "chasm." This trend is currently showing some improvement as a result of certain instruments of quality insurance that health care providers have begun to use in their practice.

McKenna, Pechacek & Stroup (2003) focus on the Center for Disease Control and Prevention (CDC) in order to demonstrate some of the ways in which quality is insured. Specifically, communication to the public is addressed in their article. In order to ensure the accuracy and objectivity of healthcare information, the CDC makes use of a variety of methods. The public need for information is for example established by means of research, assessment, feedback, advisory committees and conferences. Objectivity is established by means of review and clearance procedures, while data integrity is ensured by means of data encryption and security measures. Of these, the most important is the establishment of objective and necessary information through maintaining contact with other professionals within the industry. In this way, not only quality, but also necessity is established and addressed in a customer-focused manner.

Bethell et al. (2003) note the various ways in which customer surveys can be used specifically in establishing the highest possible quality of healthcare in the context of a multicultural society. This is of high importance, as the United States and indeed most developed countries around the world currently comprises many different cultures. The needs of each culture and population should therefore be established and met by the healthcare system in order to ensure overall quality.

Quality measurement and reports by customers can then be used to establish the quality of care to U.S. citizens, compare health plans, providers, and facilities, identify problem areas and inform improvement. Like the above authors, Bethell et al. also emphasize the importance of education and communication to consumers in order to ensure that quality standards are met.

The Malcolm Baldrige National Quality Award was established during 1987, when businesses were slowly but increasingly becoming aware of the importance of quality service and goods to customers. The award program was then established in order to not only promote quality awareness, but also to recognize businesses providing the highest quality in comparison to others. This promotes competition, which in turn promotes higher quality goods and services.

In addition to the health care sector, the annual Baldrige Award is presented by the President to businesses in manufacturing, service, small business, education, and nonprofit organizations. The award, along with the Baldrige National Quality Program, is managed by the National Institute of Standards and Technology.

Businesses can apply for the award by submitting the details of their achievements and improvements in seven key areas, including leadership, strategic planning, customer and market focus, among others. In addition to the possibility of winning, the application process also carries the benefit of providing companies with a full report of their strengths and opportunities for improvement. As such, the criteria for excellence provides a framework within which American organizations can improve, and furthermore has the reputation of being the most influential document of modern American business. Winning the award is a prestigious accomplishment.