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- The best people to evaluate the production process (care processes) are those most involved in the processes themselves (the care givers), not senior management – they are also the most invested in making the improvements (“pride of workmanship”)
- There is no acceptable level of poor outcome – the process can always be improved
- Quality Improvement means continuously re-evaluating the production process (clinical care processes)
- Bad outcomes (adverse events) are opportunities to evaluate the production process (clinical care processes), in order to make them better
- Quality (sometimes called “value”) has two important dimensions:
- Meeting or exceeding the expectations of customers (patients, families, health plans, society) at
- A price the customer is willing to pay (cost-effectiveness)
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