| Health Management (Master) (with Thesis) | |||||
| Master | TR-NQF-HE: Level 7 | QF-EHEA: Second Cycle | EQF-LLL: Level 7 | ||
| Course Code: | SYY5007 | ||||
| Course Name: | Quality and Efficiency in Healthcare Services | ||||
| Semester: | Fall | ||||
| Course Credits: |
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| Course Condition: | |||||
| Does the Course Require Work Experience?: | No | ||||
| Type of course: | Departmental Elective | ||||
| Course Level: |
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| Mode of Delivery: | Face to face | ||||
| Course Coordinator: | Dr. Öğr. Üy. ÖZLEM ÖZAYDIN | ||||
| Course Lecturer(s): | Asst. Prof. Özlem Özaydın | ||||
| Course Assistants: |
| Course Objectives: | To provide knowledge and skills on quality and accreditation in health services. |
| Course Content: | Definition of Quality Concept, History of Quality Improvement in Health Services, Customer Satisfaction and Measuring Satisfaction in Healthcare Institutions, Measuring Quality in Healthcare Services and Quality Measurement Tools, Teamwork in Quality Improvement, Continuous Improvement and Improvement Models, Basic and Managerial Tools Used in Quality Improvement, Accreditation in Health Services and Certification, Evaluation of Health Service Quality and Quality Control in Turkey. |
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The students who have succeeded in this course;
1) Sağlıkta kalite ve akreditasyon kavramlarını ve önemini açıklar. 2) Müşteri memnuniyeti yaratma sürecini açıklar. 3) Lists and explains the tools of quality in health services. 4) Explains the importance and advantages of team building in quality improvement. 5) Explains quality improvement tools. 6) Explains quality and accreditation certification in health services. 7) Lists the quality standards in health in Turkey. 8) Tells the quality control process. |
| Week | Subject | Related Preparation |
| 1) | Introduction, General Information about the Course, Definition of Quality Concept, History of Quality Improvement | power point presentation |
| 2) | Efficiency in Healthcare | |
| 3) | Customer Satisfaction in Health Institutions (Customer definition-types, Customer Satisfaction Creation Process, Determination of Customers' Needs and Expectations, Importance of Satisfaction, Factors Affecting Satisfaction) | |
| 4) | Measuring Customer Satisfaction in Healthcare Institutions (Customer Satisfaction Models, Perceived Service Quality Model, SERVQUAL, SERVPERF, Critical Incidents Technique) | |
| 5) | Measuring Quality in Healthcare Services and Quality Measurement Tools (Benefits of Measurement, Measurement Properties, Structure-Process-Result Measurement, Balanced Scoreboard, Benchmarking-Benchmarking) | |
| 6) | Teamwork in Quality Improvement (Team definition, Team Building, Advantages-Disadvantages of Teamwork, Quality Improvement Team Types, Quality Circles) | |
| 7) | Continuous Improvement/ Total Quality Management (Definition, Characteristics, Affecting Factors, Improvement Model- PUKÖ (Plan-Do-Check-Act) Cycle) | |
| 8) | Quality Improvement Models (FOCUS-PDCA Model, Six Sigma) | |
| 9) | Quality Improvement Models (Juran Institute's Quality Improvement Model, Lean Management) | |
| 10) | Basic Tools Used in Quality Improvement (Flowchart, Fishbone Diagram, Pareto Diagram, Scoreboard, Control Charts, Histogram) | |
| 11) | Management Tools Used in Quality Improvement (Relevance (Affinity) Diagram, Current Reality Tree, Relationship Diagram, Tree Diagram, Matrix Diagram, Priorities Matrix, Process Decision Program Table, Poka-Yoke) | |
| 12) | Accreditation, Certification and Quality Awards in Health Services (Accreditation Definition, Benefits, Features of Standards, Joint Commission International (JCI) Accreditation, EFQM (European Foundation for Quality Management) Excellence Model, Malcolm Baldridge National Quality Award) | |
| 13) | Evaluation of Health Service Quality in Turkey (Development of Quality Practices in Health Services in Turkey, Quality and Accreditation Certificates in Healthcare TSE, SKS, TUSKA, TEMOS) | |
| 14) | Quality Audit (What is Audit, Definition of Auditor-Characteristics, Audit Process, Considerations in Audit, Preparation of Audit Report) |
| Course Notes / Textbooks: | • T.C. Sağlık Bakanlığı Sağlıkta Kalite Standartları Hastane Seti • T.C. Sağlık Bakanlığı Sağlıkta Kalite Standartları ADSH Seti • Beylik, U ve Avcı, K. (2019). Sağlıkta Kalite Yönetimi ve Akreditasyon Gazi Kitabevi. • Özkoç, Ö (2022). SAS, JCI, SKS Temelinde Sağlık Hizmetlerinde Kalite Yönetimi Teori ve Uygulama. Altınbaş Üniversitesi Yayınları. • Öztürk, Z ve Gök, G. (2021). Sağlık Hizmetlerinde Toplam Kalite Yönetimi ve Akreditasyon. Siyasal Kitabevi. • Güncel makaleler. |
| References: | • T.C. Sağlık Bakanlığı Sağlıkta Kalite Standartları Hastane Seti • T.C. Sağlık Bakanlığı Sağlıkta Kalite Standartları ADSH Seti • Beylik, U ve Avcı, K. (2019). Sağlıkta Kalite Yönetimi ve Akreditasyon Gazi Kitabevi. • Özkoç, Ö (2022). SAS, JCI, SKS Temelinde Sağlık Hizmetlerinde Kalite Yönetimi Teori ve Uygulama. Altınbaş Üniversitesi Yayınları. • Öztürk, Z ve Gök, G. (2021). Sağlık Hizmetlerinde Toplam Kalite Yönetimi ve Akreditasyon. Siyasal Kitabevi. • Güncel makaleler. |
| Course Learning Outcomes | 1 |
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| Program Outcomes | |||||||||||||||||
| 1) Develops and deepens the knowledge gained in the health management program at the level of expertise. | 3 | 3 | 3 | 2 | 3 | 3 | 3 | 3 | |||||||||
| 2) Comprehend and explain the interaction with disciplines related to health management | 2 | 2 | 2 | 1 | 2 | 2 | 2 | 2 | |||||||||
| 3) Has the ability to use the theoretical and practical knowledge acquired in health management and transfer it to employees. | 3 | 3 | 3 | 2 | 3 | 2 | 3 | 3 | |||||||||
| 4) Analytically and systematically analyze, interpret and evaluate information on health management. | 2 | 3 | 2 | 3 | 3 | 3 | 3 | 3 | |||||||||
| 5) Interprets and analyzes the data, identifies problems and develops solutions by using the information about health management. | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | |||||||||
| 6) In the light of the information they gain about health management, they will share the current developments, own thoughts and suggestions with the internal and external stakeholders of the institution in writing or orally. | 3 | 2 | 3 | 3 | 3 | 3 | 3 | 3 | |||||||||
| 7) Communicates with the institutions, organizations and individuals working in the field of health management and works to improve the field. | 3 | 3 | 3 | 3 | 3 | 3 | 2 | 2 | |||||||||
| 8) Communicates verbally and orally by using a foreign language at least at the level of European Language Portfolio B2 General Level. | 3 | 3 | 3 | 3 | 2 | 3 | 3 | 3 | |||||||||
| 9) Knows computer software at sufficient level to analyze their studies and makes use of health informatics and communication technologies at an advanced level. | 3 | 3 | 2 | 1 | 2 | 2 | 2 | 2 | |||||||||
| 10) Evaluates critically whether the information in the field of health management is up-to-date and conducts advanced studies independently. | 2 | 2 | 2 | 2 | 2 | 2 | 3 | 3 | |||||||||
| 11) Acts in accordance with the legal regulations related to health management, with social ethics and business ethics and with social responsibility principles. | 3 | 2 | 3 | 3 | 2 | 3 | 3 | 2 | |||||||||
| 12) Conducts research in the field of health management and reports the results to the experts or non-experts. | 3 | 3 | 3 | 3 | 3 | 2 | 3 | 3 | |||||||||
| 13) Besides contributing to the creation of national health policies, it also contributes to international health policies. | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | |||||||||
| 14) Protects its employees in the field of Health Management and treats them fairly. Knows and fulfills the requirements of quality, cultural values, environmental protection, occupational health and safety. | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | |||||||||
| 15) Performs a study on subjects requiring expertise in the field of health management independently. | 1 | 2 | 2 | 2 | 2 | 1 | 2 | 2 | |||||||||
| 16) Takes responsibility in accordance with the targets in the initiatives carried out in the field of health management. | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | |||||||||
| 17) Takes part in determining the mission, vision, goals and objectives of the strategic planning of the institution s/he working at. | 3 | 3 | 3 | 2 | 3 | 3 | 3 | 3 | |||||||||
| No Effect | 1 Lowest | 2 Average | 3 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | Develops and deepens the knowledge gained in the health management program at the level of expertise. | 3 |
| 2) | Comprehend and explain the interaction with disciplines related to health management | 3 |
| 3) | Has the ability to use the theoretical and practical knowledge acquired in health management and transfer it to employees. | 3 |
| 4) | Analytically and systematically analyze, interpret and evaluate information on health management. | 3 |
| 5) | Interprets and analyzes the data, identifies problems and develops solutions by using the information about health management. | 3 |
| 6) | In the light of the information they gain about health management, they will share the current developments, own thoughts and suggestions with the internal and external stakeholders of the institution in writing or orally. | 3 |
| 7) | Communicates with the institutions, organizations and individuals working in the field of health management and works to improve the field. | 2 |
| 8) | Communicates verbally and orally by using a foreign language at least at the level of European Language Portfolio B2 General Level. | 1 |
| 9) | Knows computer software at sufficient level to analyze their studies and makes use of health informatics and communication technologies at an advanced level. | 2 |
| 10) | Evaluates critically whether the information in the field of health management is up-to-date and conducts advanced studies independently. | 2 |
| 11) | Acts in accordance with the legal regulations related to health management, with social ethics and business ethics and with social responsibility principles. | 2 |
| 12) | Conducts research in the field of health management and reports the results to the experts or non-experts. | 1 |
| 13) | Besides contributing to the creation of national health policies, it also contributes to international health policies. | 1 |
| 14) | Protects its employees in the field of Health Management and treats them fairly. Knows and fulfills the requirements of quality, cultural values, environmental protection, occupational health and safety. | 2 |
| 15) | Performs a study on subjects requiring expertise in the field of health management independently. | 2 |
| 16) | Takes responsibility in accordance with the targets in the initiatives carried out in the field of health management. | 3 |
| 17) | Takes part in determining the mission, vision, goals and objectives of the strategic planning of the institution s/he working at. | 3 |
| Semester Requirements | Number of Activities | Level of Contribution |
| Attendance | 1 | % 10 |
| Presentation | 2 | % 50 |
| Final | 1 | % 40 |
| total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 60 | |
| PERCENTAGE OF FINAL WORK | % 40 | |
| total | % 100 | |
| Activities | Number of Activities | Workload |
| Course Hours | 14 | 42 |
| Study Hours Out of Class | 13 | 52 |
| Presentations / Seminar | 10 | 30 |
| Final | 1 | 20 |
| Total Workload | 144 | |