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Quality Assurance in

Healthcare

Indian Institute of Health Management Research

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Quality of Care

• Why Quality?

• What is Quality?

• Can it be measured?

• How can we do assessment?

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BASIC PREMISE OF QUALITY OF SERVICES

Improved Service Quality

Increased Client Satisfaction

Increased Loyalty

Increased Utilization of Services

Increased Revenue

Increased Cure RateImproved Health (Reduced Morbidity and Mortality)

! Further use of services

! Sustainability of services

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Changing Trends inHealthcare

Healthcare

Industry

Information

Technology

Research &

Development

New Healthcare

Delivery Models

Private

Investment

&

CorporateGovernance

Human

Resource

Medical

Electronics 

Economic Growth

&

Globalization

Marketing &

Communications

Pay for 

Performance

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1970 Doctor! I’m not able toDoctor! I’m not able to

see well in both eyes. Isee well in both eyes. I

have come here to seehave come here to seeyou what best youyou what best you

could do? You are likecould do? You are like

my God!my God!What is

your 

problems?

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2010….Doctor! I have immature cataractDoctor! I have immature cataractin my right eye and please doin my right eye and please do

phaco with foldable lens and letphaco with foldable lens and letme know what lens you are goingme know what lens you are goingto put?to put?

What is your 

problems?

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Trust in 1970Trust in 1970

Clinical knowledgeof Doctor

Trust in 2010Trust in 2010

Sophisticatedequipments

with computerized

reports

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Patients were

patientPatients demand fast

service & Quick result

20101970

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Non Clinical Expectations 

Hospital as Temple

Hospital as five star hotel

Medical CureMedical Cure Services at Door - stepServices at Door - step

20101970

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Change In Attitude of patientsDoctor as God Doctor as Businessman

Treatment

Who curesWho cures Selling his treatmentSelling his treatment

20101970

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Mishaps Mishaps

Accidental

As FateAs Fate As legal treasure huntAs legal treasure hunt

20101970

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Satisfied patients did publicity

Doctor’s do publicity

2010

Dr. Y, MS.,

(Gold Medalist)EyeInternational

• Two minute

glasses…

• Computerized eye

testing…

• No hole surgery

1970