Whatever You Do, Don't Mention the ‘Q’ Word — Perspective on Quality in Pharmacy and Health Care

Abstract

This is the report of a study tour conducted in 1994 of sites of excellence with quality in health care in the USA. Quality is simply defined as providing what we do best, in an efficient and effective manner that exceeds our customers' needs. It is based on alignment of services with co‐providers, and measurement to ensure goals are achieved. Lessons learned from the USA touch on tailoring the quality program to suit the individual organisation, the need for consistency and commitment from the CEO down, ensuring people are involved in the translation of principles to practice and the importance of measurement in the process. Two sites visited have extended the importance of measures to a level where all management is based on key process and outcome indicators. Change management is discussed and various inhibitors to change are listed. Major challenges and opportunities are discussed in the context of the Australian healthcare environment. From experience in the healthcare industry and local experience, major opportunities exist in standards of practice, protocols for clinical practice, performance indicators, collaboration, and research.Aust J Hosp Pharm 1997; 27: 244–7.