King Saud University
College of Administrative Sciences
Department of Public Administration
Master Program in Health and Hospital Administration
PA 553 – Health Care Quality
Sami Al-habib, Ph.D. Tel. 467-4003 Email: Shabib@ksu.edu.sa
Course Description:
This course introduces students to the theory, the methods, the outcomes, and the management of quality in health organizations. Covers topics such as how to formulate criteria and standards?, and how to construct a monitoring system?. Additionally, the course discuses the implementation of quality tools in measuring and improving patient satisfaction.
Text:
1) Donabedian, Avedis. 2003. An Introduction to Quality Assurance in Health Care. (ISBN# 0195158091)
2) Shelton, Patrick J. 2000. Measuring and Improving Patient Satisfaction. (ISBN# 0834210746)
Additional Readings:
Lloyd, Robert. 2004. Quality Health Care: A Guide to Developing and Using Indicators. (ISBN# 0763748056)
Class Topics:
1- Introduction
2- The Components of Quality in Health Care
3- Determining What to Monitor
4- Determining Priority in Monitoring
5- Selecting Approaches to Assessing Performance
6- Formulating Criteria and Standards
7- Obtaining the Necessary Information
8- Choosing When and How To Monitor
9- Constructing a Monitoring System
10- Bringing About Behavior Change
11- The Effectiveness of Quality Monitoring
12- The importance of Patient Satisfaction (and Loyalty)
13- The Definition and Dimensions of Service Quality
14- The Elements of Patient Satisfaction
15- The Relative Importance Index
16- The patient’s Mental Report Card
17- Measuring Patient Satisfaction
18- Patient Satisfaction Data Collection, Processing, and Communication
19- Identifying and Prioritizing Service Quality Improvement and Need
20- Addressing Systems- and Process-Based Improvement Priorities
21- Addressing Behavior-Based Improvement Priorities
22- The “Bottom Line”: Measuring and Reporting the Value of a Patient Satisfaction Improvement Program
23- Building and Sustaining a Service-Oriented Organizational Culture
24- Putting it All Together
Conduct of the Course:
In addition to the mid-terms and final exams there will be a term paper and presentation. For the term paper, student has to write a paper on a Health Care Quality topic, and then student will present his paper.
Grading:
The final grade will be based on the following:
Class participation 10%
1st Mid-term 18%
2nd Mid-term 18%
Paper and Presentation 14%
Final 40%
Enjoy your semester !!!!!