Simple and avoidable errors are made in hospitals each day, causing patients to die. Inspired by two tragic medical mistakes-his father's misdiagnosed cancer and sloppiness that killed an 18-month-old child at Johns Hopkins- Dr. Peter Pronovost has made it his mission, often swimming upstream against the medical culture, to improve patient safety and prevent deaths. He began by developing a basic 5-step checklist to reduce catheter infections. Inserted into veins in the groin, neck, or chest to administer fluids and medicines, catheters can save lives. But every year, 80,000 Americans get infections from central venous catheters (or lines), and over 30,000 of these patients die. Pronovost's checklist has dropped infection rates at hospitals that use it down to zero, saving thousands of lives and tens of millions of dollars. His steps for doctors and nurses are simple: (1) wash your hands; (2) use sterile gloves, masks, and drapes; (3) use antiseptic on the area being opened for the catheter; (4) avoid veins in the arms and legs; and (5) take the catheter out as soon as possible. He also created a special cart, where all supplies needed are stored. Dr. Provonost believes that many hospital errors are due to lack of standardization, poor communications, and a noncollaborative culture that is antiquated and toxic." He points out that checklists in the airline industry are a science, and every crew member works as part of the safety team. Provonost's book has shown that one person, with small changes, can make a huge difference.

a. According to the above study and in reference to lecturers relate organizational culture determines three functions of organizational culture (4mks)

b. Different quality management gurus have taken different approach towards quality, compare Deming and Feigenbaum approach (5mks)

C. Explain why quality is free according to the above study (4mks) d. Explain business process Re-engineering relevant to the above hospital (5mks)

quality management (4mks)

e. Describe how Dr Provonost carried out a benchmark of the hospital |(4mks)

f. Explain four barriers that Dr. Provonost may face in implementing total

g. Identify four Characteristics of quality customer service in the above hospital (4mks)