Service Quality Management - Health
Manage, develop and review the quality with which services are provided to clients
Type
Domain
Competency Area
Quality and Patient Safety
Levels
Adhere to service delivery standards and policies set
Identify how quality standards link to legislation, policies and procedures
Manage personal attitudes and behaviours in a work role and their impact on service quality
Execute personal responsibilities in line with service quality standards and procedures Seek guidance from senior staff in service delivery and escalate issues for assistance
Utilise resources appropriately and efficiently to contribute to service quality standards
Support audit preparations and processes
Maintain organisational service quality standards and policies
Maintain quality standards in practice and delivery of services
Escalate quality issues in care and service delivery
Participate in audit preparations, processes and follow-up plans
Implement service delivery standards in the unit or department and manage service quality
Maintain and monitor quality of care standards in service delivery
Communicate service quality standards and protocols/guidelines to relevant stakeholders
Guide staff on compliance to service quality standards and procedures
Manage complaints, compliments and feedback from clients
Implement service recovery processes
Participate in audit and post-audit follow-up action plans
Identify areas of improvement in service quality dimensions
Implement service quality initiatives
Develop and review service delivery standards for the unit or department
Develop quality standards and metrics for services based on organisation objectives, sector service standards and service quality audit results
Develop strategies to engage staff in providing quality service
Appraise staff on compliance to procedures and standards
Engage relevant stakeholders to provide formal and informal evaluation of services at regular intervals
Develop follow-up action plans to address audit and service quality gaps
Evaluate effectiveness, efficiency and quality of overall service in consideration of organisational priorities, processes, resources and expectations of the role
Manage escalated cases of complaints from clients
Oversee service lapses involving large compensation sums and media attention
Oversee service quality of aggregated patient services
Synergise multidisciplinary strategies to develop and drive service quality standards
Develop organisation- wide service quality standards in collaboration with professionals from other disciplines
Inculcate a culture of service excellence
Review organisation policies on service quality periodically to maintain service
standards according to legislation and population standards
Develop strategies, including audits, to ensure compliance to quality standards
Manage the effects of service quality on client trust, particularly for cases where service quality has fallen below organisational standards
Perform mediation for major service lapses
Endorse service quality standards developed for organisation
Endorse strategies to engage organisation’s staff to be committed to providing services of quality standards