Abstract

ZAMORA SANCHEZ, Juan José  and  BLANCO RODRIGUEZ, Mario. Quality indicators in Capio group geriatric centers in Spain. Gerokomos [online]. 2007, vol.18, n.1, pp.24-29. ISSN 1134-928X.

Introduction: We present the geriatric center control panel used by Capio Spain as an instrument for managing the quality system. Objectives: Stimulate qualitative improvements in a continuous and sustained manner in all Capio Spain geriatric centers. This necessitates the development of a system of management-by-process. Establish a barometer system which permits the assessment of quality-objective attainment along with internal and external comparability. Material and methods: The Central Quality Core (CQC) has laid out a global control panel for geriatric centers consisting of basic indicators related to the processes identified in each area, all in accordance with their own Process Map. All indicators have corresponding description files detailing their content; these are made available to those with access to the quality portal located in the corporate intranet. Each center quality promotion group (QPC) is responsible for compiling the information regarding the indicators and forwarding it to the CQC on a quarterly basis; the CQC will then inform corporate management of its overall findings. Independently of the basic indicators, each process owner determines and defines the specific indicators that he/she finds suitable for the complete control of the process in question. When the preestablished alert levels are surpassed, the responsible quality groups (at both corporate and center levels) automatically contact each other. Results: Each quarter, the CQC assesses the introduction of the basic indicators, with the goal that all Capio centers achieve 80% fulfilment by 2006. A description as to the indicators is provided regarding strategic processes, geriatric care, health care- and non-health care support. Conclusions: The system used for monitoring indicators has proven to be valid and effective: it allows for the assessment of processes, inter-center comparison, the designing of improvement objectives and an unbiased analysis of their fulfilment.

Keywords : Quality indicators; quality management; information systems.

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