Quality and Process Management in Healthcare

In healthcare organizations, the main focus is to provide quality services to meet customers’ satisfaction. The health sector is diverse and full of complex engagements that require both the management and health professionals to formulate effective ways of delivering quality patient care. When healthcare workers conform to the organization’s guidelines during provision of customers’ services, they can easily find solutions to challenging issues, improving overall performance. This paper discusses the connection between quality and process management in achieving client satisfaction.

Process management allows health professionals to have a working routine in the healthcare units that enables them to focus their attention fully on the patients. When nurses manage customers in shifts, they have enough time out of work to reflect and refresh their minds, therefore, enhancing their productivity in the job (Batbaatar et al., 2017). This technique makes staff members more effective hence providing quality services that increase patient satisfaction.

The evolution of health care and advancement in technology can allow health professionals to use the available data to find a solution to health problems. Doctors, physicians, and nurses can use various methods to have insight into the health records of the patients to facilitate proper diagnosis (Batbaatar et al., 2017). This would enable workers to manage and treat relevant infections, thus ensuring the safety of the client.

Health care units can use the available technology to align the information flow within the system. Health services require a well-structured communication system between the healthcare workers and the administration to ensure important issues and emergency cases are managed quickly before fatality. When proper channels are used to communicate details, the quality of services delivery increases since there is accurate message amongst the involved parties (Rosen et al., 2018). This will, in turn, raise the level of patient satisfaction within the facility.

The process also allows the hospital management team to monitor the activities taking place in the units. Close supervision would ensure patients receive the necessary treatment and handling when receiving the services. When workers are aware that the administration is following them during their routine hours, they will automatically improve on how they manage their work, therefore, enhancing quality performance that meets the needs of the clients (Batbaatar et al., 2017). Furthermore, health organizations can easily identify weaknesses within the system and rectify them to better the operations. When the healthcare unit addresses the possible failures, it becomes more effective and efficient in service delivery, thus improving patient safety.

Process management can also enable the health units to plan properly on how to handle the outpatient appointments. In most cases, individuals may choose to have treatment services without being hospitalized within the facility; this may result in work overload amongst the workers, making some clients unattended. Proper planning allows the hospital management to delegate duties appropriately, allowing all customers to receive the required services (Rosen et al., 2018). The approach enables healthcare organizations to have adequate time to handle all the appointments.

In conclusion, having well-structured process management in the healthcare system enables health professionals to provide efficient and quality services to the patients. Health workers can have a humble time to attend to clients’ queries, increasing their satisfaction. The process enhances effective communication within the facility hence promoting effective management of customers’ situations. Generally, the level of process management in healthcare is directly proportional to the quality of services delivery that generates satisfaction of the consumers.


Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2017). Determinants of patient satisfaction: A systematic review. Perspectives in Public Health, 137(2), 89-101.

Rosen, M. A., DiazGranados, D., Dietz, A. S., Benishek, L. E., Thompson, D., Pronovost, P. J., & Weaver, S. J. (2018). Teamwork in healthcare: Key discoveries enabling safer, high-quality care. American Psychologist, 73(4), 433.

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