Question

Simple and avoidable errors are made in hospitals each day, causing patients to die. Inspired by two tragic medical mistakes-his father's misdiagnosed cancer and sloppiness that killed an 18-month-old child at Johns Hopkins- Dr. Peter Pronovost has made it his mission, often swimming upstream against the medical culture, to improve patient safety and prevent deaths. He began by developing a basic 5-step checklist to reduce catheter infections. Inserted into veins in the groin, neck, or chest to administer fluids and medicines, catheters can save lives. But every year, 80,000 Americans get infections from central venous catheters (or lines), and over 30,000 of these patients die. Pronovost's checklist has dropped infection rates at hospitals that use it down to zero, saving thousands of lives and tens of millions of dollars. His steps for doctors and nurses are simple: (1) wash your hands; (2) use sterile gloves, masks, and drapes; (3) use antiseptic on the area being opened for the catheter; (4) avoid veins in the arms and legs; and (5) take the catheter out as soon as possible. He also created a special cart, where all supplies needed are stored. Dr. Provonost believes that many hospital errors are due to lack of standardization, poor communications, and a noncollaborative culture that is antiquated and toxic." He points out that checklists in the airline industry are a science, and every crew member works as part of the safety team. Provonost's book has shown that one person, with small changes, can make a huge difference.
a. According to the above study and in reference to lecturers relate organizational culture determines three functions of organizational culture (4mks)

b. Different quality management gurus have taken different approach towards quality, compare Deming and Feigenbaum approach (5mks)

C. Explain why quality is free according to the above study (4mks) d. Explain business process Re-engineering relevant to the above hospital (5mks)

quality management (4mks)

e. Describe how Dr Provonost carried out a benchmark of the hospital |(4mks)

f. Explain four barriers that Dr. Provonost may face in implementing total

g. Identify four Characteristics of quality customer service in the above hospital (4mks)

Answer 1

The functions of organizational culture include facilitating collective environment and giving members a sense of identity.

What is organizational culture?

It should be noted that organizational culture simply means the collection of values and expectations that guides the actions of employees.

The functions of organizational culture include:

Facilitating collective environment.

Giving members a sense of identity.

Promotion of relationship.

According to Feigenbaum approach, the steps to improve quality include quality technology, quality leadership, and organizational commitment.

It is stated that quality is free because the road to perfect goods and services is simply through prevention.

Business process re-engineering is relevant to the above hospital to achieve improvement in productivity.

Dr Provonost carried out a benchmark of the hospital by comparing the processes and the sharing of the best practices in clinical care.

The barriers that Dr. Provonost may face in implementing total quality include job apathy, poor existing quality measures, lack of accountability, and lack of good communication with employees.

The characteristics of quality customer service in the above hospital include:

A positive attitude.

Patience.

Empathy.

Delivering respect to patients.

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