Measuring and Monitoring the Quality of Services
The privilege of providing health and wellness services comes with the responsibility of measuring and monitoring the quality of those services. A robust quality management program is invaluable. It can be difficult to prioritize quality management activities in the setting of a busy clinic, but the improvement in processes, reduction in variability, enhanced organizational communication, and alignment of goals make quality management activities well worth the investment. A quality management program can also align with the Affordable Care Act’s Triple Aim of improving population health, reducing health care costs, and improving the individual experience of care.
Essential elements of a balanced quality management program are:
- Benchmarking (both internal and external)
- Peer review
- Collecting essential data
- Patient satisfaction and outcome measurement
These activities will help direct resources to areas of greatest importance to the delivery of high quality care. The major health care accrediting organizations require peer review, plus external and internal benchmarking.