Defining quality can be somewhat of a daunting task because
perception is a main factor into how one deems the quality of something. It can be both of a good nature and a bad
nature, and sometimes, even a little in between. For me, quality lacks a cut and dry
determinant because it can generally be measured on a spectrum. Its tendency to be black, white, and
everywhere in between, makes it difficult to define with specificity.
Although there is the ability to place quality on a
spectrum, when I think of the word, without
ties to anything specific, Quality denotes
something good, or positive. It is
something that is strong, enduring, and has a reputable name. It can be an attribute of people, places,
things, ideas and/or services that place them in a hierarchy, relative to their
surroundings. For instance, two cars may
have the same attributes; say a sunroof and stereo-system. However, it is the degree of quality, of
those attributes, that is important; as well as the degree of quality to which
consumers look when purchasing. A
Rolls-Royce Phantom is, more than likely, going to have a sunroof of greater
quality, and a stereo-system that is superior, in comparison to a Honda
Accord. This can reasonably be considered
fact amongst most, because of the reputation that a Rolls-Royce Phantom has in
comparison to a Honda Accord.
All in all, cars are cars, and it is not essential to their
existence that they receive the upmost quality of care. Some might dispute this claim, but that is
neither here nor there. However, for
health care patients, high quality care is generally something that they are
not willing to forgo every other time they go for an “oil change,” or check-up.
From personal experience, even in
seeking preventive care, the degree in quality of care received is extremely
important. For example, when visiting a
dermatologist, to check lesions on your skin, it is important that the degree
in your quality of care is tremendous, while screening for possibly cancerous
cells. If care, of a superior quality,
is not utilized in this situation, malignant cells may be overlooked, as well
as go undiagnosed.
Not unlike patient care, those who embark into the field of
health services administration must also exhibit great quality in their work
and actions. It is my belief that the
actions, and work, of administrators are what set the tone for an organization;
and should, as well, be the markers of service quality that is superior, not
only in the perceptions of their consumers, but also in their care. Customer perceptions, and experiences, are
ultimately what will determine an organization’s failure or success. Letting the quality chasm fall, at any point
of service, could lead to the loss of patients, and ultimately the loss of an
organization.
