Quality is defined through customer expectations and evaluated through explicit measures of customer satisfaction. The objective is to satisfy customer’s reasonable expectations 100 percent of the time. Quality comes when teams work together to improve processes and outcomes.

Quality is improved through efforts that place a premium on preventing and resolving problems and enhancing productivity. Management top priority is the quality improvement process.

 Develop a quality, customer-driven culture throughout the hospital with a focus on continuous quality improvement by conducting departmental orientations for every department in the hospital.

 To improve awareness, understanding and commitment of TQM by training 60% of all staff on TQM tools and techniques.

 To implement MSD standards in achieving accreditation by completing 100% of assigned Internal Audits and implementing all recommendations from our self-assessment teams.

 To ensure system control and all documentation requirements by completing TQM System audits for all departments in the hospital.

 TQM is a broad management philosophy which ensures quality commitment.

 It is a central goal of the Military Health Services(MHS) facility to ensure this achievement of excellence in patient care.

 The TQM Medical Services General Directorate Standards have been developed and implemented within the MHS Health care system and implies the participation and involvement of every member of staff.

Structure

 One TQM Director, one TQM Assistant Director, one Nurse reviewer, one Statistician, one system control and one Technician/Secretary.

Overview

 TQM is overall responsible in coordinating improvement in the hospital system by ensuring a follow up in the implementation of TQM Medical Service Division standards in all MHS facilities.

Activities

 It issues control and reviewing of the MHS (PPGs) policy and procedures. Together with quality improvement TQM monitors activities, compiles reports and observes trends in the facility performance.

 Aggregate and analyze data from all department and to benchmark the Performance Indicators over a time in the facility.

 To plan and provide quality improvement training workshops.

Methods Used

  1. System Control TQM Department - Assists in designing and amendment in all documents in the hospital. - Ensures compliance to MSD standard and forms in all areas. - Keeps control of procedures, job descriptions, task sheets and forms Ensures that all cross-functional activities is agreed upon between departments

 2. System Improvement - Ensures monitoring and reviewing of process of mortality, morbidity, infections, unusual occurrences and utilization of resources. - Supports the Quality Improvement Projects in the MHS facility and the Development of important Performance Indicators for each Department.

  3. Staff Development - Orientates all staff to TQM. - Train staff to TQM related Activities. - Incorporates TQM Concepts in all CME activities.

WORKING HOURS

  07h30 – 16h30 weekdays

Quality Issues

  Level of Service Indicators Performance (LSI). Departmental Performance Monitoring Report. TQM System Audit. Clinical Audits. Patients’ Satisfaction Survey. Patients Care Audits. Occurrence Variance Accident Reports Internal Audit TQM Projects

Location

  TQM Department is situated in the ground floor of the Programme Administration Building.

Contact Details:

From inside hospitals:

TQM Manager 2748
Asst. TQM Manager 2552
TQM Nurse Reviewer 2133
TQM Technician/Secretary 2509
TQM Statistician 2134


From outside hospitals:
(966) 07-2500001- dial extension

Fax no :
(966) 07-2500001 ext 2710

Email Address:
fmamessahel@doctors.org.uk
nazzar_butt@yahoo.com