Page 62 - npqh NATIONAL POLICY FOR QUALITY IN HEALTHCARE : Bridging Silos, Accelerating Improvements 2022-2026

National Policy for Quality in Healthcare
Bridging Silos, Accelerating Improvements

This statement has been used as the basis for establishing the local definition/concept
of quality through a series of engagements with the key stakeholders. The results of the
interactive sessions were then mapped with relevant local and international domains
of quality. Some of the elements from the existing mission statement were reaffirmed
while new important elements were added. This new proposed local quality definition
was re-presented to the key stakeholders during follow-up meetings, for further
feedback and input.

We agreed that our definition of quality should also encompass elements of two
important components of measuring quality in health care which are, technical quality
and experiential quality.

(i) Technical Quality is generally defined as “the degree to which the industry is
able to do things ‘right,’ as measured against a technical industry standard.” In
other words, quality of healthcare services is usually perceived by the healthcare
providers as effective and safe.
(ii) Experiential Quality is that which is predominantly perceived by patients. It is
the manner in which services are delivered to customers and represents how the
customer experiences the human interactions that occur during the process of
care. This usually translated into patient-centred and equitable service.

Patient experience is “the sum of all interactions, shaped by an organisation's
culture, that influence patient perceptions across the continuum of care”. It is
about overall service and includes the summation of both technical and functional
components.

Considering elements in both quality components that emerged during the development
process, the following is Malaysia’s generally accepted local definition of quality;

Providing high quality healthcare that is
SAFE, TIMELY, EFFECTIVE, EQUITABLE, EFFICIENT, PEOPLE-CENTRED, and

ACCESSIBLE [STEEEPA] which is innovative and responsive to the needs of the
people and is delivered as a TEAM, in a CARING and PROFESSIONAL manner in
order to improve health outcomes and client experience.

The definition is expected to help create a common understanding on what quality
health care means in the context of Malaysia. Achieving quality of care as stated in the
definition is the ultimate ambition and a long-term goal, which will need continuous
effort.

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