Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions
Introduction: The objective of the study was to achieve continuous improvement in Central Sterile Supply Department (CSSD) management through performance measurements using user satisfaction surveys and interventions. Methods: A brainstorming session was conducted with the multidisciplinary process...
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| Format: | Article |
| Language: | English |
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Innovative Healthcare Institute
2021-11-01
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| Series: | Global Journal on Quality and Safety in Healthcare |
| Subjects: | |
| Online Access: | https://jqsh.org/doi/pdf/10.36401/JQSH-20-43 |
| _version_ | 1811164525949353984 |
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| author | Lallu Joseph B. Rabindranath Florence Ponnie Premila Lee |
| author_facet | Lallu Joseph B. Rabindranath Florence Ponnie Premila Lee |
| author_sort | Lallu Joseph |
| collection | DOAJ |
| description | Introduction: The objective of the study was to achieve continuous improvement in Central Sterile Supply Department (CSSD) management through performance measurements using user satisfaction surveys and interventions. Methods: A brainstorming session was conducted with the multidisciplinary process improvement team in 2012 on the reasons for dissatisfaction with CSSD services. A baseline survey questionnaire was prepared to assess levels of dissatisfaction for key indicators and to establish target benchmarks for improvement. Charge nurses in the wards were chosen as respondents. The report was presented by the Quality Management Cell (QMC) to the steering committee in the presence of the CSSD managers. Solutions and support were offered to the team for improvement. Similar surveys were conducted in 2014, 2016, 2017, 2018, and 2019 to understand the impact of the changes implemented. Results: The overall satisfaction of the respondents with the CSSD services increased from 54% in 2012 to 89% in 2019, which is statistically significant (95% Cl: –0.56 to –0.25) with p-value < 0.001. Conclusion: This exercise helped to build a strong team and create a culture of openness in the CSSD. Improvement measures were data driven and other departments like Radiology and Laundry were motivated to embrace the idea of understanding their user perceptions. This study demonstrates the effectiveness of internal user satisfaction surveys as a valuable tool for continuous quality improvement. This exercise proved beyond doubt that regular monitoring improves quality of services. |
| first_indexed | 2024-04-10T15:22:45Z |
| format | Article |
| id | doaj.art-864a04ad14c8463f91aed51bafb4ea7c |
| institution | Directory Open Access Journal |
| issn | 2666-2353 2589-9449 |
| language | English |
| last_indexed | 2024-04-10T15:22:45Z |
| publishDate | 2021-11-01 |
| publisher | Innovative Healthcare Institute |
| record_format | Article |
| series | Global Journal on Quality and Safety in Healthcare |
| spelling | doaj.art-864a04ad14c8463f91aed51bafb4ea7c2023-02-14T13:11:22ZengInnovative Healthcare InstituteGlobal Journal on Quality and Safety in Healthcare2666-23532589-94492021-11-0112313010.36401/JQSH-20-43i2589-9449-4-4-123Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and InterventionsLallu Joseph0B. Rabindranath1Florence Ponnie2Premila Lee31 Quality Management Cell, Christian Medical College Vellore, India1 Quality Management Cell, Christian Medical College Vellore, India2 Central Sterile Supply Department, Christian Medical College Vellore, India3 Nursing Service, Christian Medical College Vellore, IndiaIntroduction: The objective of the study was to achieve continuous improvement in Central Sterile Supply Department (CSSD) management through performance measurements using user satisfaction surveys and interventions. Methods: A brainstorming session was conducted with the multidisciplinary process improvement team in 2012 on the reasons for dissatisfaction with CSSD services. A baseline survey questionnaire was prepared to assess levels of dissatisfaction for key indicators and to establish target benchmarks for improvement. Charge nurses in the wards were chosen as respondents. The report was presented by the Quality Management Cell (QMC) to the steering committee in the presence of the CSSD managers. Solutions and support were offered to the team for improvement. Similar surveys were conducted in 2014, 2016, 2017, 2018, and 2019 to understand the impact of the changes implemented. Results: The overall satisfaction of the respondents with the CSSD services increased from 54% in 2012 to 89% in 2019, which is statistically significant (95% Cl: –0.56 to –0.25) with p-value < 0.001. Conclusion: This exercise helped to build a strong team and create a culture of openness in the CSSD. Improvement measures were data driven and other departments like Radiology and Laundry were motivated to embrace the idea of understanding their user perceptions. This study demonstrates the effectiveness of internal user satisfaction surveys as a valuable tool for continuous quality improvement. This exercise proved beyond doubt that regular monitoring improves quality of services.https://jqsh.org/doi/pdf/10.36401/JQSH-20-43central sterile supply departmentcontinuous quality improvementfeedbackinternal user satisfactioncustomer satisfaction |
| spellingShingle | Lallu Joseph B. Rabindranath Florence Ponnie Premila Lee Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions Global Journal on Quality and Safety in Healthcare central sterile supply department continuous quality improvement feedback internal user satisfaction customer satisfaction |
| title | Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions |
| title_full | Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions |
| title_fullStr | Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions |
| title_full_unstemmed | Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions |
| title_short | Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions |
| title_sort | achieving continuous improvement in cssd management through performance measurements using user satisfaction surveys and interventions |
| topic | central sterile supply department continuous quality improvement feedback internal user satisfaction customer satisfaction |
| url | https://jqsh.org/doi/pdf/10.36401/JQSH-20-43 |
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