Del dicho al hecho: evaluación de los programas de calidad de un centro hospitalario

Abstract

Objectives a) To evaluate the management of Quality Programs within the clinical services at Hospital Clínico Universitario Lozano Blesa (HCULB) and its impact on the improvement of the centre and its services. b) To propose recommendations to improve the management and impact of these programs. Method A two-stage study was carried out: 1st stage: Analysis of the annual HCLUB Quality Program records for clinical services created in 2007. 2nd Stage: A structured interview with the physicians responsible for Quality Control regarding the aforementioned programs. Results Each Quality Program had an average of 5 objectives with a mean of complexity level of 76.1% (≤3/5) and 62% of the objectives covered all aspects related to effectiveness and efficiency. A large majority (75.3%) of the objectives lacked adequate planning, 95.4% lacked the forecasting of resources, and the control and follow-up activities for the programs are limited (only 53% of the physicians responsible for Quality Control actually carry them out). There is no evidence of continuous improvement in 37.7% of objectives, and is limited in 46% of them. The majority of of the physicians responsible for Quality Control (53%) encountered difficulties implementing Quality Programs and believe that planning and follow-up activities, as well as the appropriate provision of resources (materials, staff and time) and the involvement of the whole organisation are all essential. Conclusions Under the study conditions, there are issues related to the management of Quality programs (selection, planning, resources and follow-up) and only in a few cases there is evidence of the achievement of tangible results. Recommendations for improvement are made.