Talking about quality is subjective since it depends on people’s perception. Since there is no universal definition, we can say that quality is the capacity or aptitude that a product or service has to satisfy the wishes and needs of a client at a specific moment.
When we take the definition of quality to the field of Health Services, it becomes more relevant, since it not only includes achieving patient satisfaction but improving their quality of life, extending it and in many cases, preventing them from getting sick or dying.
Currently, quality has become one of the basic pillars for competitiveness in Health Services, in an environment where providing quality and error-free is an essential requirement to meet the needs of patients and their families, who each They are becoming more informed and demanding.
Likewise, the patient is the one who defines quality according to their perception based on what they expect to receive, such as adequate, timely care, with professional competence, safety, and respect for the ethics of medical practice, as well as good communication, comfortable facilities, and dignified treatment, among other aspects, to satisfy your needs and expectations, always seeking as a final result, to recover your health.
For this reason, to speak of quality in health services care means not making mistakes and zero errors, because people’s lives are at stake. If we compare the poor quality in the manufacture of a product and that of a service in the field of health, in the first, what can happen is that the product is returned to us, it is destroyed, or the company loses money, instead, in the health and error can cause the loss of human lives, generating from discredit to an ethical and criminal conviction for the institution or the health personnel involved.
Fortunately, the Health Services have also evolved, and today we seek to improve the processes to obtain good results and provide the quality medical care and services that patients demand through continuous improvement, with the participation of managers, operating personnel, providers, nurses, resident doctors, support staff, etc., and a cultural change to achieve total quality.