2. Define “quality” in the context of
Central Service operations, and tell
how to identify it
Describe components in a quality
Central Service program
Discuss quality control indicators:
◦ Administrative indicators
◦ Customer satisfaction indicators
◦ Technical indicators
3. Explain the basics of Failure Mode and
Effects Analysis and Root Cause
Analysis
Discuss common quality programs:
◦ Quality assurance and process improvement
◦ Continuous quality improvement
◦ Total quality management
◦ Other quality programs and standards
Review quality procedures in the
Central Service Department
5. To be successful, Central Service Technicians must look at what
they do from their customers’ perspectives
The degree or grade of excellence of a product or service
The consistent delivery of products and services according to
established standards
Quality is not a Quick-Fix
Achieving World-Class Quality requires a multi-year plan.
Top Level Administrators must emphasize and support Quality
Quality requires effort from everyone in the facility
8. The act of granting authority (power) to
employees to make decisions within their
areas of responsibility
Decisions that may have been made by
managers in the past are made by front
line employees and supervisors. In other
words, those most familiar with the details
of the process
9. Define standards to be attained
Help:
◦ Manage Data
◦ Plan Opportunities
◦ Establish Priorities
◦ Empower People
10. Help create and maintain standards
Ensure that coaching occurs daily for all employees
Set Priorities
Undertake problem-solving and quality planning
Be responsible for error-proofing
Address three types of error:
◦ Inadvertent
◦ Intentional
◦ incompetence
11. Department Leaders, Shift Supervisors,
Lead Technicians should be first line
“Guardians” of the quality program
All employees should adhere to
standards are priorities set by
managers
12. Should help their
teammates follow
established
guidelines
13. Financial Data
Organizational Data (i.e. Turnover Data)
Patient and Employee Satisfaction
Levels
Number of Defects
Cycle Times
15. Reduces Existing Problems
Prevents Potential Problems
Identify Factors that are important to customers
Study the competition
Do everything better than (or at least equal to) the
competition
Remember that the process (not people) is the cause of
most problems
Think about how to improve
16. 1. Identify needs and requests of
the department’s customers
2. Identify an ideal process to
consistently address each
need/request
3. Compare actual steps and
outcomes for each process to
the ideal outcome. (for
example, 100% error free trays)
4. Plan process control activities
to improve the system
5. Measure Defects. With a good
process the defects should
decrease
17. Define traits of
successful employees
Provide employees with
knowledge, skills and
tools
Empower employees to
participate in solutions
19. Senior leaders must be involved in
process management
Studying processes is critical
Process problems cause defects
Reducing defects increases quality and
helps meet quality standards
23. Response time for STAT requests
No outdates
Sterilization Quality Assurance Monitors
Correct and Complete Instrument Sets
Customer Satisfaction Levels
Availability of Patient Items
Logging and Documentation
Flash protocols are followed
Case Cart contents are correct
24. Regulated by policies, procedures and
other administrative actions to assure safe
and efficient departmental operations:
◦ Management Control Monitors
◦ Inspection Control Monitors
◦ Facility Meeting Information
37. Process control measures utilized to assure that
planned technical conditions within sterilizers and
aerators are met
Should be used in all areas that perform sterile
processing, including sterilization activities that occur
outside of Central Service
Mechanical Indicators
Chemical Indicators
Biological Indicators
38. FMEA
Failure Mode and Effect Analysis
A process designed to predict the
adverse outcomes of various human
and machine failures to prevent
adverse outcomes
39. RCA
Root Cause Analysis
A process that “looks backwards” at
an event to help prevent its future
occurrence
40. A comprehensive and
measured effort to provide
total quality. Also a
technical, statistical sampling
method that measures
production quality
41. The strategy of finding
solutions to eliminate the root
causes of process
performance problems
42. The concept of measuring the
current output of a process or
procedure, and then
modifying it to increase the
output, increase efficiency,
and/or increase effectiveness
43. Input
Throughput
Output
Outcome
Recognizes that improvement can
occur with individuals, teams,
organizational units (departments) and
the organization itself
44. A quality process which applies
statistical methods to improve work
processes.
CQI Audits:
◦ assist in assessment and identification of
problems
◦ promote communication
45. A quality process that focuses on
delivering near-perfect products and
services
Six Sigma Goal: Deliver high
performance, reliability, and value to
the end customer
48. Industry-Driven Organization
Ensures standards are set, monitored,
and maintained
Routine or unannounced inspections
(called surveys) are used to monitor a
healthcare facility’s performance
49. Award given by the American Nurses
Credentialing Center to hospitals that
satisfy factors that measure the
strength and quality of nursing care
50. International Standards Organization
An international standard used by
participating organizations to help
assure that they consistently deliver
quality products and services
51.
52. Always wear PPE
Disassemble all items that are meant to be
disassembled
Measure Chemicals properly
Load and operate washers properly
Follow procedures
Clean as you were trained to
Check equipment before using to insure it is
working
53. Check for holes and lint when using linen
Check for holes in all disposable wrappers
and filters
Never use a wrapper, filter, or instrument
that has fallen on the floor
Always follow count sheets
Check instruments for functionality,
cleanliness, alignment, proper assembly
and sharpness
54. Always load sterilizer carts as trained
Always verify mechanical and chemical
indicators after each sterilization cycle
Do not touch sterilized items until cool
Properly complete all documentation
55. Always follow established pick sheets
Check product packaging for holes,
expiration dating, and appropriate color
changes
Carefully load items on shelves, carts,
and other storage units to ensure they
stay intact
56. Pay attention to what you are doing. Avoid distractions like excessive talking,
loud music, etc.
Don’t do anything that you haven’t been trained to do
If you are unsure about a completed project, ask someone to check your work
If you get distracted, check the entire project to ensure it was done correctly
If you can’t perform at 100%, don’t do the project. Don’t start projects that
you can’t finish
Re-check all work
Remember, neatness counts!
Always help other staff members, even if they don’t think they need help
If you think something is wrong, speak up
Report inoperative or damaged equipment
57. Attend all the educational in-services,
seminars, infection control, service technician,
and vendor-sponsored programs that you can.
The more education you can obtain, the
better Central Service Technician you will
become
Always follow the rules
Question anything about which you are unsure
