1 Quality Monitoring System; Model From sultanate of Oman Nasser AL-Salmani Ward Nurse, RN, BSN, MSc Healthcare Quality Professional Sultanate of Oman.

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Quality Monitoring System; Model From sultanate of

Oman

Nasser AL-Salmani

Ward Nurse, RN, BSN, MSc

Healthcare Quality Professional

Sultanate of Oman

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Outlines

• Sultanate Geography & Demography.

• Ministry of health policy and structure.

• Introduction about QMS in Sultanate of Oman.

• Quality monitoring system; Omani Model.

• Future prospective.

• Pillars in Oman QMS.

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Sultanate Geography & Demography.

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Ministry of Health Policy and Structure.

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Quality Management System in Sultanate of Oman

Initiated in 2002

Focused on primary health care (PHC) than moved to secondary/tertiary health care

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9Quality Management System9

Quality Assurance Standards in PHC

• Document

• Available in each HC

• Staff are trained

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Quality Principles in Omani Model (8)

Customer focus

Leadership commitment

Teamwork

Process focused

Systematic approach

Continual improvement

Factual approach decision making

Partnership

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Quality Dimensions in Omani Model (13)

•Efficiency

•Efficacy

•Effectiveness

•Safety

•Equity

•Timeliness

•Legitimacy

•Accessibility

•Acceptability

•Appropriateness.

•Continuity

•Technical Competence.

•Inter-personal-relationships

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Quality Monitoring System Model

Top Management

review

Customer feedback

Audit

Self Assessment

Key Performance

Indicators(KPI)

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Self Assessment

Audit

Customer’s Feedback

Top Management Review

Key Performance Indicators

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1. Self Assessment

What?

Why?

For whom?

Frequency

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2. Audit

Internal External

done by trained auditors from the same region

(once/year)

done by specialist, expertise or consultants from MOH

(once/year)

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External audit in wadi ma’awil HC, 2009

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What do we

measure?

Output

Structure

Process

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3. Customer’s Feedback

External Customer (Users/patients)

3 C Card

s

Internal Customer (Providers)

Zero-defect Day

Suggestion box

Job satisfaction

user satisfaction

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3 C Card

Complain

Comment

Complement

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Suggestions Box

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Zero- Defect Day

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4. Top Management Review

• Planned intervals (once/year)

• Review input

• Review output

• Document

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• Active participation with team Establish the quality policy Establish quality objectives• Conduct management reviews• Availability of resources

• Active participation with team Establish the quality policy Establish quality objectives• Conduct management reviews• Availability of resources

MANAGEMENT COMMITMENT TO QMS

MANAGEMENT COMMITMENT TO QMS

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5. Key Performance Indicators (KPI)

Type of indicators Numbers of indicators

1. Structure 5

2. Process 16

3. Outcome 20

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KPI for Primary Care performance

Type of Indicators Numbers of Indicators

1. Structure 12

2. Process 2

3. Outcome 7

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Number of PHC centres in Oman (1970 - 2009)

188 195 201175167161

125124100

8051

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0

50

100

150

200

250

1970 1975 1980 1985 1990 1995 2000 2005 2006 2007 2008 2009

Structure -PHC Institutions

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Infant Mortality Rate in Oman (1970 - 2009)(per 1000 live birth)

10.1 9 9.610.2510.2816.72029

4564

103118

020406080

100120140

1970 1975 1980 1985 1990 1995 2000 2005 2006 2007 2008 2009

Outcome- Infant mortality rate

3131

Under 5 Mortality rate 1975 – 2009(per 1000 live birth)

149

86

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3527 21.7

11.05 13 11.7 12

0

20

40

60

80

100

120

140

160

1975 1980 1985 1990 1995 2000 2005 2007 2008 2009

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Oman in WHO Reports

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Future Prospective1. National Accreditation System

2. Develop more process indicators

3. GCC Indicators ( Gulf Countries)

4. Strengthening dept of Quality assurance & patient safety.

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Pillarsin

OMANEXPERIENCE

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STRATEGY

SYSTEM

CULTURE

POLITICAL COMMITMENT

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Thank You