Poor quality management: Are you paying the price?

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When working within any sector, you want your organisation to reach its full potential. However, in the care sector particularly, poor quality management systems create a variety of barriers to achieving this. Barriers include poor participant satisfaction, lack of worker engagement, and ultimately, loss of revenue.

Generally, poor quality management occurs when inefficient information silos are spread across different parts of your organisation. When major processes are fragmented, information becomes hard to organise. This makes planning and responding to challenges very difficult. In this article, we explore how the risks of ineffective quality management may be costing your organisation.



Risk 1: Harm to participants


Harm to participants can be caused by a variety of quality management shortcomings. Whether it be through preventable incidents, poor risk management or lack of internal auditing, your ability to respond to participants’ support needs can be severely hampered by inefficient systems. The slowdown caused by dividing processes and streams of information will prevent you from proactively meeting your participants’ needs or collecting the data you need. Although harm can differ in type and severity, negative impressions of your services chips away at the trust your participants have in your organisation. In the long term, this harms both your brand reputation and participants.


Risk 2: Lack of worker engagement and productivity


Managing quality matters inefficiently also has a severe impact on worker engagement and productivity. If quality management is not a priority within your organisation, workers will spend valuable time managing ineffectual processes. It is also likely that they will find themselves responding to organisational challenges (such as incidents) in an inefficient, ad-hoc manner. In addition, having information silos leads to knowledge and training being spread haphazardly around your organisation. This means that you cannot effectively verify that workers can consistently access the up-to-date resources they need. If a worker with deep knowledge of a system leaves your organisation, you may be unable to effectively maintain that system.


Risk 3: Loss of revenue


Poor quality management can also be costing you in a very literal way. As well as losses due to participant and worker attrition, inefficient information silos lead to greater regulatory scrutiny. This means that auditors will recognise your ineffectual systems. You will be under greater pressure to show your auditor how your systems are compliant. In extreme cases, this may even lead to additional audit costs and fines. Similarly, you could be losing money by paying for different software vendors for each specific task, making it difficult to track your total quality management expenses.

Scalability can also be a problem. As you grow your organisation, you may notice shortcomings in the features and storage of your existing systems. A vendor catering for start-ups or small businesses may no longer be sufficient as your organisation reaches greater maturity. This can lead to loss of revenue when you don’t have the systems in place to cater to any new participants or other emerging business demands.


Final thoughts


When working within the care space, you want to minimise the various costs associated with not managing quality matters effectively. Poor quality management is not merely a compliance shortcoming, but something that creates complications that can reverberate across your entire organisation. A cloud-based QMS system empowers you to create the quality supports your participants deserve; and help you ensure that the right information is always available to the right people at the right time.

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