Management and Quality
Administration, finance, supply management, human resources management, etc.
High hospital performance relies on professional management assured by competent teams covering a wide skillset. Scope and content of hospital management, financial management and different administrative functions are context and country specific and will differ depending on ownership, autonomy levels, provider payment mechanisms etc.
Workload Indicators of Staffing Need (WISN) provides health managers a systematic way to make staffing decisions in order to manage their valuable human resources well.
Quality and safety management (horizontal perspective)
High quality hospital services are safe, effective and people-centred. Tied with this, health services should be timely, equitable, integrated and efficient. Hospitals reorganize processes and reorient their logistical efforts to make care accessible, acceptable and continuous from the patient’s point of view. High quality care also means that people are informed and empowered to take decisions regarding their health care.
Improving the quality of services delivered in hospitals has potential to improve the performance of hospitals and increase demand of services by users, as well as improve the overall trust that patients have in health institutions.
Quality of care is dependent on three inter-linked factors:
- Structural inputs: investments in health facility infrastructure such as water sanitation and hygiene or human resources.
- Process measures: what and how care is delivered according to evidence-based guidelines such as infection prevention and control.
- Outcomes: health status of the patient/population.
Quality strategies and approaches:
- National Quality Policy and Strategies
The development, refinement and implementation of a national quality policy and strategy (NQPS) is an emerging priority for countries as they strive to systematically improve the performance of their health care systems. The NQPS handbook includes several references to hospitals and lists hospitals as stakeholders. Key quality tools and resources directly relevant to hospitals are placed on the NQPS webpage.
Safety tools and programmes:
- Patient Safety: Making health care safer
This brochure illustrates the importance of safe care for everyone, what the burden and impact of unsafe care is, and WHO’s approach to tackling the issue of unsafe care. The brochure also contains a comprehensive collation of key WHO materials and activities in to generate improvements at the front line.
- Patient friendly hospital initiative assessment standards
This mechanism provides institutions with a means to determine the level of patient safety.
- WHO's Global Patient Safety Challenge: Medication Without Harm
This brochure outlines the vision and strategic direction of this global initiative aiming to reduce the level of severe, avoidable harm related to medications by 50% over the next five years, globally.
- Minimal Information Model for Patient Safety (MIMPS)
MIMPS has been developed to provide a simple tool to start collecting data on patient safety incidents to assist in data analysis and extract the minimal, but necessary information to learn from incidents in order to avoid recurrence of same types of incidents in the future.
- SAVE LIVES: Clean Your Hands
This annual campaign aims to progress the goal of maintaining a global profile on the importance of hand hygiene in health care and to ‘bring people together’ in support of hand hygiene improvement globally.
Hand Hygiene in Health Care
This WHO guidelines provide health-care workers (HCWs), hospital administrators and health authorities with a thorough review of evidence on hand hygiene in health care and specific recommendations to improve practices and reduce transmission of pathogenic microorganisms to patients and HCWs. It contains a range of tools.
- Hand Hygiene Self-Assessment Framework
pdf, 469kb
This framework is a systematic tool with which to obtain a situation analysis of hand hygiene promotion and practices within an individual health-care facility.
- Injection safety tools and resources
This website contains a range of resources valuable to hospital managers.
- Guidelines on core components of infection prevention and control programmes at the national and acute health care facility level
These guidelines cover eight areas of IPC and comprise 14 recommendations and best practice statements, ranging from the need to set up national IPC programmes, through to a focus on workload, staffing, bed occupancy and WASH. 
Capacity building of hospital managers
Professional hospital management requires wide range of competencies which get acquired through training and experience.
The International Hospital Federation developed a global healthcare management competency framework based on five key domains: 1) Leadership; 2) Communication and Relationship Management; 3) Professional and Social Responsibility; 4) Health and Healthcare Environment; and 5) Business. It specifies 27 sub-domains and 87 competencies. Establishing a national or institutional hospital management competencies matrix constitutes an initial step for the development of a comprehensive capacity building program.
Different countries and regions have a wide range of training institutions or training initiatives offering different modes of learning: bachelors and masters courses, e-learning, short courses, , workshops, custom-made trainings, competency-based modular delivery of a large variety of topics, linking course work with field practice & mentorship for greater effectiveness, capacity building project (blended learning), and community of practices.
Training programmes for hospital managers in the EMRO region
- Strengthening hospital care and management in the Eastern Mediterranean Region
- Capacity development workshop for hospital managers in the Eastern Mediterranean Region (28 Nov-7 Dec 2015, Cairo, Egypt)
- Capacity development workshop for hospital managers in Pakistan (21-26 August 2017)
- Capacity development workshop for hospital managers in Sudan (18-25 April 2017)
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