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BWH 617-732-5760
Quality Management Services provides centralized quality measurement,
care improvement and systems redesign services, as well as consulting
services to departments in their quality management and performance
improvement efforts. This is accomplished within three major activities:
- Care improvement (CI) includes measurement and design of systems
of care, assessment and improvement of patient satisfaction and improvement
in patient outcomes. CI teams address standardization of care through
development and implementation of critical pathways, clinical guidelines
and order sets.
- Quality measurement (QM) supports the CI system improvement efforts,
as well as patient satisfaction in the inpatient and ambulatory areas,
outcomes measurement, case mix adjustment and external benchmarking.
A key component of QM is the Quality Measurement Reporting (QMR) system,
a computer-based program that measures performance at the department,
division and individual provider levels. QMR supports hospital and
department quality management efforts, as well as physician credentialing.
MGH CLINICAL CARE MANAGEMENT UNIT
DECISION SUPPORT Director: Elizabeth Mort, MD, MPH
617-724-4638; fax 617-724-4364; Founders 7
The Decision Support Unit manages three areas of performance
improvement activities for the institution. The unit staffs and manages
the Operations Improvement Program. Initiated in 1995, the Operations
Improvement program was designed to improve the quality, effectiveness
and efficiency of care at the MGH.
The DSU also manages quality measurement (QM) activities for the institution,
including patient satisfaction survey efforts. The DSU staff provide
data analysis, measurement and monitoring, continuous quality improvement
training and project management.
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