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Welcome to the Santa Rosa Health CenterIntroductionThe Santa Rosa Health Center is a publicly funded clinic that serves a community of 15,000. The staff is made up of: a director, a doctor, a nurse, a health assistant, a pharmacist, an accountant, one laboratory technician, one secretary, and several cleaning staff. All services are provided on an outpatient basis. The most common illnesses for which the population visits the center for treatment include malaria, respiratory infections, diarrhea, parasitosis, and skin problems. Services provided by the clinic include: laboratory services, family planning, primary health care, immunization, preventative maternal and child health activities, dentistry, and the pharmacy.
Improving Quality of Services to Attract More ClientsMrs. Alvarez, the Health Center Director, recently attended a training program on quality improvement at the Health Ministry in the capital. She was invited to the training program because the Health Ministry staff had noticed that while the Santa Rosa Health Center was busy, it was reaching only a small proportion of the eligible clients in the catchment area. For example, coverage for prenatal care and immunization was below 80 percent.Mrs. Alvarez is interested in using some of the new techniques she learned in the quality improvement training to try to determine why her clinic has been reaching such a small proportion of its eligible clients. She decides to carry out a quality improvement process with the participation of a team drawn from the health center staff and users. The objective of the process will be to improve the quality of the services offered. In carrying out the exercise, the team will first identify the primary reason why users are not using the services. They will then establish the causes for the problem and define a strategy and a plan of action for solving it. Mrs. Alvarez expects this quality improvement process to take six months.
Quality Improvement StepsThe steps of the quality improvement process will include: |
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