Quality Components Health care quality denotes doing the appropriate thing, at the appropriate time, in the appropriate way, for the appropriate individuals as well as possessing the finest possible results (Quality, n.d.). The following are some health care quality components being effective, safe, timely, patient focused, equitable, and efficient. These are all quality components that a healthcare facility should take into consideration. Create Quality Being effective means stipulating services based on scientific knowledge to patients that can benefit and abstaining from stipulating services to those who are not probable to benefit (Quality, n.d.). Safety means to prevent injuries to patients from the care that is meant to assist them (Quality, n.d.). Being timely means to decrease wait time and occasionally damaging intervals for both the receiver and giver of care (Quality, n.d.). Focusing on the patient by stipulating care that is respectful of and receptive to the patient’s preferences, needs and values and making sure that the patient values lead all clinical choices (Quality, n.d.). Being equitable through stipulating care, which does not differ in quality because of personal individualities such as gender, ethnicity, geographic, location and SES (Quality, n.d.). Efficiently operating through preventing waste, incorporating waste equipment, supplies, ideas, and energy (Quality, n.d.). These are all ways to create quality in a health care organization for the patient. Customers: Patients The customers of healthcare facilities are called patients; it takes a lot to satisfy these customers. Patients have significantly high expectations and are less likely to tolerate poor service. In the health care field they must understand that patients are coming to them to find answers about a problem. They are coming into the health care facility already on edge and they are expecting all the staff to “fix” their problem and treat them with respect, courtesy and care. However, they also expect the staff to be professional and want them to have confidence in their work, no patient likes a physician that does not have confidence in their work. Customer Service Expectations Customer expectations are the beliefs that they have about service delivery, which function as standards against how a performance is judged (McGraw, n.d.). Customers associate their views of performance with those standards when assessing service quality. Customers have diverse types of service expectations: desired service that reveals what the customer wants; adequate service, which is what customers are ready to endure and predicted service, or what customers think that they are most likely to get (McGraw, n.d.). These various levels of service are replicated within the customer’s area of acceptance that creates the flexibility in the service provision that a customer is willing to endure (McGraw, n.d.). The customer expectations and tolerances are inclined by a diversity of aspects such as the type of business, product or services being provided. References
Quality. (n.d.). Chapter2:Quality of Health Care. Retrieved from http://www.ahrq.gov/research/findings/nhqrdr/nhdr08/Chap2.html McGraw, H. (n.d.). Customer Expectation of Service. Retrieved from
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