Question 1

Continuous improvement tools ensure that there is a proper control of the processes involved in producing a quality product or providing a quality service. These tools also play an important role in the process of system improvement.

Briefly describe the role played by these tools in the PDCA cycle using examples of how individual tools can fit into the process.

Question 2

Define change management and explain how change management techniques can support continuous improvement and initiatives.

Question 3

a. Give an example from your professional experience where you have identified and implemented an improvement in the work processes/activities.

b. Explain how you would communicate the savings and productivity/service improvements achievements to the relevant personnel within or outside the organisation.

Question 4

a. Give at least 4 examples of continuous improvement processes or methods.

b. Why is it important to organise an effective mentoring and coaching sessions for staff members to implement the organisation's continuous improvement processes.

Question 5

a. Customer service in the healthcare industry is an idea whose time has comeand it deserves serious attention. In fact, the focus on the customer/patient should be the most important thing in healthcareand it can be a real differentiator for hospitals. But for many hospitals, patient experience is about making and keeping patients happy, which misses the point completely because patient experience is also about a hospital's philosophy about the delivery of care. Yet too many doctors spend hours improving their medical knowledge, without thinking about improving their approach to patient care.

Think and explain at least 2 improved customer service practices that you recommend to be implemented within any health care organisation.

b. It is important to manage records, reports and recommendations for improvement within the organisation's systems and processes.

Describe how the records, reports or recommendations for improvementsshould be managed within a hospital.