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Management of quality of care:
Quality assurance:
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Tools and guidelines
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Quality of Care: A Process for Making Strategic Choices in Health Systems [pdf 508kb]
Rafael Bengoa, Rania Kawar, Peter Key, Sheila Leatherman, Rashad Massoud, Pedro Saturno, 2006
Quality assurance, health care; health services administration; decision making
(38 pages)
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Guidance on developing quality and safety strategies with a health system approach
2008, WHO Regional Office for Europe
The five chapters: 1) explain how a quality strategy can contribute to meeting challenges faced by health services;
2) set a common background for quality principles and perspectives (patient, professional, management quality);
3) consider five types of national strategies showing choices about legislation, measurement, action programmes and improvement policies.;
4) provide practical steps on how to develop a strategy for different situations, and
5) show how a quality and safety strategy strengthens health systems.
glossary, quality assessment tool and framework for using dedicated research in decision making,br>
(63 pages, pdf 402KB)
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Managing Programmes to Maximize Access and Quality: Lessons from the field
Wayne Stinson, Lynn Backamjin, Sallie Craig Huber, Diana Silimperi, 2000, Management Sciences for Health and QAP Project, USAID
Taking a customer orientation; management responsibilities at different levels; strengthening logistics, supply, referral, monitoring and evaluation; community level action; incentives for quality
(16 pages, pdf 308KB)
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Assessing the Quality of Healthcare at the District Level in Rwanda
Quality Assurance Project (USAID)
Preparation, consultation, performance indicators, collecting and analysing data, interpreting and disseminating results
(20 pages, pdf 174KB)
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Performance Improvement
Robert E. Lande, Population Information Program, 2002, The Johns Hopkins Bloomberg School of Public Health
Institutional context; describe desired performance, actual performance and the performance gap; find root causes; repeated WHY analysis; identify and implement solutions; monitor and evaluate performance;
(28 pages, pdf 1.2MB)
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A Modern Paradigm for Improving Healthcare Quality
Rashad Massoud, Karen Askov, Jolee Reinke, Lynne Miller Franco, Thada Bornstein, Elisa Knebel and Catherine MacAulay, 2002, Quality Assurance Project ( USAID)
Principles of improvement: client focus; understanding work as processes and systems; teamwork; testing changes and emphasizing the use of data; identify, analyze develop, test and implement; cycle for learning and improvement; individual problem solving, team problem solving; quality improvement tools; cause-and-effect analysis
(88 pages, pdf 858KB)
En français: Un Paradigme Moderne de l’Amélioration de la Qualité des Soins de Santé
En español: Un paradigma moderno para mejorar la calidad de la atención de salud
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Health Managers Tool Kit: Clinical Services and Quality
Management Sciences for Health
Clinical services and quality management tools help in the management of health services delivery at both the clinic and the community levels. Tools focusing on improving the quality of service delivery for clients, reducing client waiting time, and improving logistics and supply management are included here.
(Web page)
En français: La Boîte à Outils du Manager de Santé: Services Cliniques et Gestion de la Qualité
En español: La Caja de Herramientas Gerenciales: Administración de Servicios Clínicos y Calidad de los Servicios
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Quality Assurance Project
Quality Assurance Project (USAID), 2001
Free training CD roms can be ordered by professionals in developing countries
(Web page)
Management of quality of care:
Quality assurance:
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