Roles and Responsibilities of Customer care and QA

• Coordinating all QI activities within a hospital
• Training hospital staff on QI program
• Assessing competency of each QIT member, and moreover, organize training/learning session for QIT member based on the results of competency check
• Conducting situation analysis before implementing any QI program
• Developing an action plan and reviewing periodically based on the results of periodical M&E
• Allocating resources in effective and efficient manner for QI activities
• Implementing QI activities for solving “common” and/or “cross-cutting” problems observed in a hospital
• Conducting periodical M&E, and provide technical advices to WITs
• Having a responsibility for record keeping and archives of all QI activities conducted in a hospital
• Developing periodical report of QI activities with current status and achievement of QI activities
• Having regular communication with HMT periodically
• Having succession plan for sustainability