What quality means to me?

Quality is a very important aspect of our health care system. When patients enter a facility they want to know that they are receiving the best care and they will receive care that is in their best interest. Quality is not only expected in health care, but it is an expectation people request in all aspects of life. People want quality homes, care, food, and clothing. For example, people would rather purchase a home that was built with quality material versus paying the same price for the home and the house is poorly made. This example also displays how increasing quality can affect costs. Although people expect quality services in their everyday lives, this expectation only increases when it comes to health care.

Quality health care means that health care professionals are not only meeting the standards, but they are exceeding them. Those organizations that are considered to have quality health care always exceed the expectations of the patients and others. How can a health care facility distinguish themselves from the competition if they are providing standard services?
Health care quality should be analyzed and shown throughout all areas of health care, clinical to administration. Those working in health care have to understand that quality must begin with team work. A patient may experience superb customer service from an employee assisting them in concierge and receive horrible care from one of the nurses caring for them. If the experience with the concierge staff does not correlate with the services received from the nurse, this could lead to the patient believing they did not receive quality care.

For example, a patient could go for a doctor’s visit where the customer service is very minimal. They are welcomed by the registration staff that appears very bland and uninviting. The registration staff successfully checks the patient in, but does not engage the patient, smile or may any direct eye contact. The patient goes to see the nurse and a similar experience occurs. When the patient sees the doctor, the patient feels as if the visit satisfies the IOM’s aims for improvement and quality[1]. The physician focused on the patient providing them with efficient, effective and timely services. Although the physician may have provided quality care, they patient did not receive quality service from other members of the staff. Therefore management must stress the importance of teamwork in order for patients to experience quality care and services when visiting their facility. Even though this is just an example, the scenario could be the total opposite in which the physician does not provide quality care but the nursing and registration staff does. This is an example of why teamwork is important in health care quality.

Quality standards can vary from person to person. This may be one of the reasons quality is a big topic in health care because not everyone can agree on what is considered quality care. In my opinion providing quality care means providing care that heals the patient in a safe manner. Quality care also means giving patients the care they need with compassion. If more health care professionals were more compassionate about the care given to patients it would increase the quality of care given to patients. Patients want to know that they are in good hands. Although the health care provider may be a stranger to the patient, treating each patient like care as you would care for a family member. Also, patients like to know that the provider is listening to them and trying to find a solution to whatever problem they are having. When patients feel mistreated and disrespected by a health care provider, this does not represent quality care. Gaining the patient’s trust and being honest are other key elements in providing quality care. If a provider is demonstrating dishonest and untrustworthy behaviors, this raises suspicion and could jeopardize the patient’s care.

Overall, quality care means providing patients with the best care possible from all aspects of health care.

[1] Ransom, E. R., Joshi, M. S., Nash, D. B., & Ransom, S. B. (2008). The Healthcare Quality Book (2nd Ed.). Washington, DC: Health Administration Press.