Summary

Volledige samenvatting van het OLOD Kwaliteitsvol Handelen

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Course
Kwaliteitsvol Handelen

Institution
Hogeschool Gent (HoGent)

Dit is een volledige en "syllabus"-achtige samenvatting van het OLOD Kwaliteitsvol Handelen. Alle onderdelen zijn héél nauwkeurig én uitgebreid uitgelegd (is dus perfect voor als je de hoorcollege's niet ziet zitten!). Ik haalde met deze samenvatting een 16 op het examen in de eerste zittijd. Er...

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Uploaded on May 23, 2022
Number of pages 68
Written in 2021/2022
Type Summary

ergotherapie
jaar 2
kwaliteitsvol handelen
lean
bachelor in de ergotherapie

Institution
Hogeschool Gent (HoGent)
Education
Ergotherapie
Course
Kwaliteitsvol Handelen

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Kwaliteitsvol handelen

Inhoudsopgave
Kwaliteitszorg: definitie en visies ............................................................................................................................................... 4
Kwaliteitsvolle gezondheidszorg: definitie ............................................................................................................................ 4
Effectiviteit <-> efficiëntie ..................................................................................................................................................... 4
Kwaliteitszorg vanuit het perspectief van de cliënt.................................................................................................................... 6
Kano-analyse ......................................................................................................................................................................... 6
Wat bedoelen we met ‘kijk door de ogen van de cliënt? ...................................................................................................... 7
conclusie ................................................................................................................................................................................ 9
Aangeboden serviceniveau.................................................................................................................................................. 10
Kritische succesfactoren ...................................................................................................................................................... 10
Quote vragenlijsten (patiëntervaringen .............................................................................................................................. 11
Quote vragenlijsten ............................................................................................................................................................. 11
Prom en prem: 1 letter maakt en groot verschil ...................................................................................................................... 12
PROMS: Patient Reported Outcome Measures ................................................................................................................... 12
PREMS: Patient Reported Experience Measures ................................................................................................................. 12
Zorgkwaliteit → www.zorgkwaliteit.be .................................................................................................................................... 13
NPS ...................................................................................................................................................................................... 14
Samengevat: ........................................................................................................................................................................ 14
Kwaliteitszorg vanuit het perspectief van de zorgprofessional ................................................................................................ 15
Management ....................................................................................................................................................................... 15
Managementtaken ......................................................................................................................................................... 15
Golden circle (Simon Sinek) ................................................................................................................................................. 16
Hoe je eigen organisatie analyseren? .................................................................................................................................. 16
Pareto-principe......................................................................................................................................................................... 17
7S-MODEL (McKinsey) .............................................................................................................................................................. 18
toepassing ........................................................................................................................................................................... 19
SWOT-analyse .......................................................................................................................................................................... 20
Confrontatiematrix .............................................................................................................................................................. 21
Conclusie ............................................................................................................................................................................. 22
EFQM-model ............................................................................................................................................................................ 22
Balanced scorecard .................................................................................................................................................................. 24
Indicatoren ............................................................................................................................................................................... 25
Soorten indicatoren ............................................................................................................................................................. 25
Toepassing indicatoren: ouderenzorg ............................................................................................................................ 26
Toepassing indicatoren: GGZ .......................................................................................................................................... 28
Lean .......................................................................................................................................................................................... 28
5 principes van Lean ............................................................................................................................................................ 28
Wat is lean en wat zijn de principes .................................................................................................................................... 31
Voorbeelden van verspilling (MUDA) .................................................................................................................................. 32
Problemen bij verspilling ..................................................................................................................................................... 32

1

,Kwaliteitsvol handelen

Verspilling identificeren....................................................................................................................................................... 32
Toegevoegde waarde .......................................................................................................................................................... 33
Verspilling elimineren .......................................................................................................................................................... 33
overproductie ................................................................................................................................................................. 33
Transport en bewegen .................................................................................................................................................... 33
Wachten ......................................................................................................................................................................... 33
Overbodige activiteiten .................................................................................................................................................. 33
Voorraden ....................................................................................................................................................................... 33
Fouten en defecten ........................................................................................................................................................ 34
Verspilling in kaart brengen................................................................................................................................................. 34
Verspillingen ............................................................................................................................................................................. 34
MUDA .................................................................................................................................................................................. 35
MURA .................................................................................................................................................................................. 36
MURI.................................................................................................................................................................................... 37
Tools en technieken ................................................................................................................................................................. 37
5S ......................................................................................................................................................................................... 37
Wet van Parkinson............................................................................................................................................................... 39
Visueel management ........................................................................................................................................................... 40
Dubbelpot / tweevaksysteem / Kanban .............................................................................................................................. 40
Poka yoke ............................................................................................................................................................................ 41
Andon .................................................................................................................................................................................. 42
Lay-out planning .................................................................................................................................................................. 42
Proces ....................................................................................................................................................................................... 43
Batchproces vs. Continu flow proces .............................................................................................................................. 44
Procesanalyse ...................................................................................................................................................................... 45
Tools en technieken ............................................................................................................................................................ 45
5X waarom...................................................................................................................................................................... 45
Frisblik oefening/mentale foto/actieve bevraging nieuwe medewerkers/audit ............................................................ 46
De 30-secondenregel ...................................................................................................................................................... 46
De weg volgen (travel sheet-cliëntenwandeling) ........................................................................................................... 46
Spaghettidiagram ........................................................................................................................................................... 46
SIPOC .............................................................................................................................................................................. 47
Zwembanendiagram ....................................................................................................................................................... 48
Makigami ........................................................................................................................................................................ 49
VSM ................................................................................................................................................................................ 50
Visgratendiagram............................................................................................................................................................ 51
Capaciteit/toegevoegde waarde analyse ....................................................................................................................... 52
Push and pull ............................................................................................................................................................................ 53
Changemanagement ................................................................................................................................................................ 56
Projectmanagement ................................................................................................................................................................. 56
Kwaliteitszorg vanuit het perspectief van de overheid ............................................................................................................ 57

2

,Kwaliteitsvol handelen

Zorginspectie ....................................................................................................................................................................... 57
Eisenkader voorbeelden ...................................................................................................................................................... 58
Hoe inspecteert de zorginspectie in ziekenhuizen? ............................................................................................................ 59
Toezichtmodel van zorginspectie ................................................................................................................................... 59
Hoe inspecteert zorginspectie in een WZC? ........................................................................................................................ 60
VIPWZC ........................................................................................................................................................................... 61
VIKZ ..................................................................................................................................................................................... 61
PREZO kwaliteitssysteem voor WZC .................................................................................................................................... 61
Kwaliteitshandboek ouderenvoorziening ............................................................................................................................ 62
het handboek opstellen .................................................................................................................................................. 62
Procedures .......................................................................................................................................................................... 62
Kwaliteitshandboek ............................................................................................................................................................. 63
Kwaliteitsdecreet ................................................................................................................................................................. 63
Kwaliteitshandboek algemeen of psychiatrisch ziekenhuis ................................................................................................. 63
Kwaliteitsbeleid .............................................................................................................................................................. 64
Kwaliteitsmanagementsysteem ...................................................................................................................................... 64
Zelfevaluatie ................................................................................................................................................................... 64
FLAQQUM............................................................................................................................................................................ 64
Zorgnet ICURO ..................................................................................................................................................................... 65
VPP ...................................................................................................................................................................................... 65
Plan: probleemdefinitie en verbeterpotentieel ....................................................................................................................... 66
Do: vind oplossingen ........................................................................................................................................................... 67
Check ................................................................................................................................................................................... 67
Act ....................................................................................................................................................................................... 68

3

, Kwaliteitsvol handelen

Kwaliteitszorg: definitie en visies
Kwaliteitsvolle gezondheidszorg: definitie
Kwaliteit van zorg gedefinieerd vanuit de zorgorganisatie/overheid:
De wet ‘rechten van de patiënt’ (2002) stelt dat de patiënt recht heeft op kwaliteitsvolle
gezondheidszorg die beantwoordt aan zijn behoeften. Volgens het institute of medicine (USA) is
gezondheidszorg kwaliteitsvol wanneer de zorg de kans verhoogd om gewenste
gezondheidsresultaten te bekomen en wanneer deze zorg overeenstemt met de huidige
professionele kennis.

• Kwaliteit van zorg is de mate waarin de
zorg geleverd voor personen en
patiëntengroepen de gewenste
zorgresultaten verbetert.
• Om dit te kunnen bereiken moet zorg
veilig, effectief, efficiënt, persoonsgericht,
tijdig, continu, integraal, en gelijkwaardig
zijn.

Effectiviteit <-> efficiëntie

Effectiviteit → de juiste dingen doen
Efficiëntie → de dingen juist doen

Kwalitatief hoogstaande zorg is belangrijk om volgende aspecten te bevorderen:

• Veiligheid → minimaliseren van vermijdbare letsels.
• Effectiviteit → zorg gebaseerd op wetenschappelijke kennis.

4

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Volledige samenvatting van het OLOD Kwaliteitsvol Handelen

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