Scope

At Aster DM Healthcare, we subscribe to the view that quality is the outcome of all activities that take place within the organization. Total quality management (TQM), a discipline and philosophy of management which institutionalizes planned and continuous improvement is instituted in our group. We also place emphasis on the focus of improvements being on systems and processes rather than on the individual; also that all function and employees have to participate in the improvement process.

Goals And Objectives

To promote a safe environment for patients and staff to facilitate a culture of quality throughout all organizations in the group. To provide a systematic approach to performance improvement activities. To promote high quality, cost effective services through the development and implementation of policies.

Procedures And Guidelines

Promote effective communication. Foster staff education processes. Improve employee relations and promote employee satisfaction. Ensure all dohms and other regulatory requirements are included in performance measures. Establish priorities for performance improvement activities.

Client Complaints

To manage and use client feedback data through complaints and surveys for continuous quality improvement.

Quality Education And Training

To promote quality education and training initiatives for the staff.

Quality Culture

To develop a culture of continuous improvement across the organization.

Quality Model

The Aster DM Healthcare quality model focuses on the customer (be they internal or external customers), supported by structures, processes and outcomes.

Methodology

Find organize clarify uncover start plan do check act (focus-pdca) model: whenever staff are engaged in performance improvement and patient safety initiatives, they must begin by listening to all customers (the voice of the consumer), focus on the processes that these customers experience (the voice of the process), and then use statistical process control methods to evaluate the variation that lives within the processes.