Workshop 1: Quality Management: the road to excellence

Linked to EAHP statements:

Section 4: Clinical Pharmacy Services
Section 5: Patient Safety and Quality Assurance

ACPE UAN: 0475-0000-17-019-L04-P. An application based activity.

Abstract

In this workshop themes discussed in the Seminar entitled Introduction to Quality Management Systems (QMS) will be explored further using the medium of case studies and delegate participation. Attendance at the seminar isn’t a prerequisite for this workshop.

Using case studies we will explore what markers could be used that positively affirm to a hospital pharmacist that the work they are doing on a daily basis could be regarded as being done well and that the tasks they perform actually add value, that they possess the appropriate competencies and training. If an individual feels under pressure, this can sap confidence, the cause for this could be a competency issue, a lack of relevant training or a lack of managerial support; how can the cause be identified? Performance management supports both individuals delivering services and those responsible for managing them.

Increasingly words such as efficiency, productivity, outcome and performance measures are finding their way into the vocabulary of the hospital pharmacist. For many this appears to be a retrospective step but in this workshop it will be shown that in reality performance management can be a positive tool in the hospital pharmacist’s toolbox and actually helps to develop professional confidence and builds careers. Quality management can be seen as a friend not a task master!

Learning objectives

After the workshop, the participant should be able to:
• collaboratively solve a problem; 
• develop a customer approach; 
• develop a bottom-up culture change.

Keywords: change, efficiency, culture, LEAN, excellence

* No conflict of interest has been declared.