Prioritising quality improvementBMJ 2019; 367 doi: https://doi.org/10.1136/bmj.l6594 (Published 27 November 2019) Cite this as: BMJ 2019;367:l6594
All rapid responses
Generalization in the importance of service quality dimensions is possible. Service providers are often not sure of the amount of necessary and the right mix of another service of quality dimensions like – reliability, assurance, empathy, responsiveness, and the role of price‐added by the researcher. Assessment of Quality assurance by using uniform parameters to measure whether quality dimensions are present is not possible (1).
Literary research reveals quality based on a set of components like critical factors, ideas, techniques and tools, and practices (2).
Even after the study of hundreds of papers, there is no conclusion on user gratification and quality. It is better to develop a standard operating procedure to analyze quality. The global marketing giants' value is based on establishing a competitive advantage based upon Quality Improvement Methodologies –PDCA Cycle, SWOT, SWOC, KAIZEN, RADAR Matrix, SIPOC and DFSS. These are influenced by environmental factors as well as consumer behaviour. After Globalization and the development of the ITBT sector, entire overall transcultural values give consumers a set of guidelines to evaluate quality (3).
Quality in Health care delivery is an important facet throughout the lifecycle of customer care. It includes risk or safety evaluation, and mitigation of this risk management has become an integral part of the quality management system; it includes patient waiting time, registration, etc. It also includes Lab test, diagnosis, prescribing medication and safely sending the patient thome. For this, quality monitors must use deviation control, change control, the proper and thorough study of patient feedback as well as take corrective measures and inform client improvement, not only patient satisfaction but also client confidence in that particular system.
Investigations of the market.
Quality safety management during pharmaceutical distribution may be useful to avoid adverse events, market complaints, and regulatory actions. This present editorial analysis study produces one distinctive prototypical solution for Health care industry and legislators.
As Rudolf Virchow said, “Medicine is a social science and politics is nothing but medicine on a large scale”. Health care delivery always has prime importance in any Govt. Policies.
Considering the Indian scenario, India is a developing country. The WHO report in 2003 says that around 65% of the rural population in India depends upon the indigenous (AYUSH) system of medicine for primary health care. The present PMO is assertively trying to implement various developmental and health care delivery programs at PHC level, backed by the success of NREGA and NRHM, as well as trying to fulfil unmet needs in different areas of medical fields like geriatrics, lifestyle disorders, and wellness programs, etc. AYUSH is also expected to put emphasis on maintaining standards in health care delivery and upgrading its curriculum by the inclusion of emerging trends in medical science and technology like Stem Cell Research, nanotechnology, pharmacogenomics, antioxidant, radioprotective, antimicrobial, immune-modulatory, etc.
Quantitative analysis will be done by available infrastructure, the supply of medicines, biomaterial waste management, laboratory as well as diagnostic facilities by specially designed Check List manifesto, while medical professionals & other support staff will be assessed by using Herzberg’s theory of motivation developed by Pareek (4) quantitative analysis. Qualitative analysis will be done by patient number and their satisfaction.
Now the National Health Authority, a successor of the National Health Agency, has introduced a public health assurance scheme ‘Ayushman Bharat Pradhan Mantri Jan Arogya Yojana’. It came into existence on the 23rd May 2018. According to recent data, around 20,832 hospitals enrolled and 64,62,049 people have benefited (5). The amount utilized on research in the health care industry has increased three times over the past two decades, while the pharmaceutical industry contributed a large segment in the area in inventing new drug molecules.
Public-private Partnership (PPP model) must play a vital role in Pharmaceutical research with the technical backing of various scientific bodies like IITs, the IIM in dealing with health care research. We can correct all the gaps in pharmaceutical research and drug discovery within the next ten years with effective Public-private partnership by providing the scholars witha good infrastructure and an environment to carry out research in contributing to the inclusion of newer drug molecules in the pharmacopoeia. The Indian Healthcare sector currently represents a USD 40 billion industry and present-day health care system requires a multidisciplinary approach by integration of different systems of medicine and advanced scientific disciplines. Premier establishments like Apollo Hospitals, Educational & Research Foundation, Medanta -The Medicity, Patanjali Yoga Peeta and Gokula Ayush Arogyadhama, a unit of M.S. Ramaiah Medical College, etc. are already delivering integrated health care services. Other esteemed institutions like IITs, AIIMS, ICMR, CSIR, etc., must work on this angle.
1. Chowdhary N, Prakash M. Prioritizing service quality dimensions. Managing Service Quality: An International Journal. 2007 Sep 11;17(5):493-509.
2. José Tarí J. Components of successful total quality management. The TQM Magazine. 2005 Apr 1;17(2):182-94.
3. Madnick SE, Wang RY, Lee YW, Zhu H. Overview and framework for data and information quality research. Journal of Data and Information Quality (JDIQ). 2009 Jun 1;1(1):2.
4. Pareek V. Contributory factors in employee satisfaction: An empirical investigation of the banking industry. Journal of Strategic Human Resource Management. 2013 Sep 1;2(3):38.
5.https://www.pmjay.gov.in/ cited on 02-12-2012
Competing interests: No competing interests