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After the merger. Quality assurance for combined services
R Peterson1, K Briggs, G Butrymowicz
1Providence General Medical, Everett, WA.
Executive Housekeeping Today
|December 9, 1994
Summary
Patient support services successfully adopted the MQAI format, improving quality control and identifying issues like carpet spotting. Staff received positive patient feedback, highlighting a need for better integration with nursing staff.
Area of Science:
- Healthcare Management
- Quality Improvement in Patient Care
Background:
- Patient Support Services (PSS) traditionally used internal inspection sheets for performance evaluation.
- Direct patient interviews were initially met with apprehension but yielded positive feedback.
Purpose of the Study:
- To assess the effectiveness of the MQAI (Medical Quality Assurance Instrument) format in PSS.
- To identify areas for improvement in patient support services and facility maintenance.
Main Methods:
- Implementation and adaptation of the MQAI format by PSS staff.
- Direct patient interviews and feedback collection from area managers and nursing staff.
- Analysis of MQAI data to generate work orders and identify recurring issues.
Main Results:
- PSS staff adapted well to the MQAI format, which facilitated performance evaluation and problem correction.
- Positive patient feedback focused on staff friendliness and attitude.
- Consistent feedback indicated a desire for dedicated support staff who integrate well with unit teams.
- Carpet spotting and odor were identified as persistent issues, leading to a decision to replace carpeted patient rooms.
Conclusions:
- The MQAI format is effective for PSS quality improvement.
- Patient-centered care necessitates better integration of support staff with clinical teams.
- Facility maintenance, specifically flooring in patient rooms, requires attention due to increasing patient acuity.