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2021, vol. 12, br. 2, str. 175-183
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Upravljanje kvalitetom kao osnovnim instrumentom u sistemu zdravstvene zaštite
Quality management: A basic instrument in healthcare systems
University of Heidelberg, Center for Infectious Diseases, Department of Hygiene and Medical Microbiology, Heidelberg, Germany
e-adresa: hanssonntag@web.de
Ključne reči: Upravljanje kvalitetom u zdravstvu; kontrola kvaliteta; EFQM; Model poslovne izvrsnosti; DIN EN ISO 9001
Keywords: Quality management in healthcare; quality control; EFQM; Model of Business Excellence; DIN EN ISO 9001
Sažetak
U industriji i javnom sektoru kvalitet je postao važan upravljački izazov 21. vijeka. Iako kvalitet treba da bude samorazumijevanje u zdravstvu, realnost pokazuje drugu sliku. Danas postoje međunarodni standardi i modeli izvrsnosti kvaliteta koji olakšavaju uvođenje i kontrolu upravljanja kvalitetom, čak i u zdravstvu, i omogućavaju bolji benchmarking. EFQM model poslovne izvrsnosti sa pet kriterijuma mogućnosti i četiri kriterijuma rezultata može se koristiti kao osnovna smjernica. Fokusirajući se na takve glavne parametre kao što su liderstvo, ljudi, strategija i politika, resursi i procesi koji su važni pozadinski kriterijumi za kvalitet, lako se može prilagoditi zahtjevima kvaliteta u skoro svim oblastima zdravstvene zaštite. Definicije različitih aspekata kvaliteta kao što su osiguranje kvaliteta, upravljanje kvalitetom, upravljanje totalnim kvalitetom, kontrola kvaliteta pokazuju da još uvijek postoje posebni parametri kvaliteta u zdravstvu koje treba prepoznati. Realnost u zdravstvu još uvijek pokazuje dosta nedostataka u pogledu mjerenja kvaliteta. Kvalitet u zdravstvu, uključujući pomenute ključne kriterijume, biće efikasan samo ako je sastavni dio svakodnevnog rada svih ljudi koji se bave zdravstvenom zaštitom.
Abstract
In industry and the public sector quality has become the important management challenge of the 21st century. Although quality should be self-understanding in healthcare the reality shows another picture. There are nowadays international standards and models of quality excellence which make the introduction and control of quality management even in healthcare easier and allow a better benchmarking. The Model of Business Excellence of the EFQM with the five enabler criteria and the four result criteria can be used as a basic guideline. Focusing on such main parameters like leadership, people, strategy and policy, resources and processes which are important background criteria for quality it can be easily adapted to the requests of quality in almost all healthcare fields. Definitions of the different quality aspects like quality assurance, quality management, total quality management, quality control show that there are still special quality parameters in healthcare which need to be recognized. Reality in healthcare still shows a lot of deficiencies concerning quality measurements. Quality in healthcare including the mentioned key criteria will only be effective if it is an integrated part of the daily work by all people who are concerned with healthcare.
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