Integrated Quality Management Framework

The Centre de santé et de services sociaux de Gatineau (CSSS de Gatineau) Board of Directors adopted the "Integrated Quality Management Framework" in October 2010. For the CSSS de Gatineau, quality means doing the right thing, the right way, at the right time, for the right person, and obtaining the best results possible. This quality is defined along nine dimensions:

Emphasis on the population

  • refers to the ability to work with communities in order to forecast and meet their needs.

Accessibility

  • refers to the ability to provide equitable, required services in a timely manner.

Continuity of services

  • refers to the ability to provide the required services in an integrated, coordinated and uninterrupted manner.

Safety

  • refers to the ability to minimize the risks associated with interventions and the care and service environments themselves for users, personnel and the population.

Work environment

  • refers to the ability to foster safety and well-being in the work environment.

Client-centered services

  • refers to the ability to respond to user expectations, values and rights.

Efficiency

  • refers to the ability to do what is necessary to achieve the best results possible.

Effectiveness

  • refers to the ability to make optimal use of available resources (human, material, financial and informational).

Relevance

  • refers to the adequacy of services with regards to specific requirements.

The Board of Directors promotes integrated quality management reflecting the five following components:

Organizational Performance :

what we want or need to do as an organization;

Clinical and Administrative Practices:

how we do our work;

Quality Evaluation and Improvement:

how we evaluate and improve our services;

Safety of Services:

how we ensure the safety of our services;

Risk Management:

how we manage undesirable occurrences.

The Board of Directors has retained several strategies and key actions for each quality component in order to maintain and improve the quality of services.

If you have any questions or comments on this topic, please contact the Quality Assurance and Risk Management Directorate, at: 819 966-6200 extension 5978.