QUALITY AWARENESS PRESENTATION

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QUALITY AWARENESS PRESENTATION

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• Submitted by Stephanie Hoyle
• Carson Tahoe Hospital

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WELCOME
QUALITY
AWARENESS
XXXXXX HOSPITAL
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INTRODUCTIONS

• Name

• Department

• Job Title

• Example of a product, service,
  company or store that means Quality to
  you and Why

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PURPOSE
To achieve knowledge about quality at XXXXXX
Hospital

• Quality - A Core Value

• Performance Improvement Initiatives

• Next Steps - Your Role

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AGENDA
1. Quality - A Core Value 2. Processes 3. Performa
nce Improvement Tools Approach Plan Cycle
4. Your Role 5. Key Points
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WHAT IS QUALITY?

• Anticipating customer needs
• Translating those needs into a useful and
  dependable service
• Representing value to the customer and stability
  for the organization

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PROCESS
A series of activities, tasks or functions
performed to bring about a result.
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PERFORMANCE IMPROVEMENT
The continuous, ongoing effort an organization
makes to exceed its customers changing
expectations.
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TEAM ROLES AND RESPONSIBILITIES
Coach / Facilitator
Process Owner
Team Leader
Recorder
Team Member
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DATA

• Factual Information

• Information gathered for analysis

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TOOLS OF THE TRADE
Basic Tools and Techniques

• Brainstorming
• Flowcharting
• Cause and Effect Diagram / Fishbone
• Pareto Chart
• Run Chart
• Control Chart

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CAUSE AND EFFECT
DIAGRAM
(What causes the problem to happen)
Materials
Machines
Environment
Problem Statement
Method
People
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Pareto 80 / 20 Rule
Type of Injury
Accidents
Causes of Eye Injury
Accidents
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RUN CHART
When you need to do the simplest possible display
of trends within observation points over a
specified time period.
Average
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CONTROL CHART
84- 80- 76- 72- 68- 64-
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FLOW CHART
is a diagram of the steps in a process.
Arranges process steps ? Columns by person
or function ? Rows by time / sequence
Application ? Study and identify process
steps ? Determine areas to simplify
process ? Identify Quality Issues
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FLOW CHART DEPLOYMENT
for a meeting
for a task or activity
for a document or report
for decision
for termination of process
to show assistance or involvement
for a standard process (e.g. a computer program)
a drop shadow on any symbol indicates that
additional process detail exists and will be
documented on another flow chart
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SAMPLE FLOW CHART
Students
Parent
Teacher
Nurse
Admin.
Demonstrated Disorder
Recognize Problem
Coordinate People
No
Decision Diamond
Problem Confirmed
Intervention Teaching Strategy Developed
End
Yes
Task Symbol
Strategy Implemented
Results Evaluated
No
No
Continue Intervention ?
Formal Referral To Be Made ?
Yes
Yes
Change Strategy
End
No
Yes
Continue Existing Strategy
Develop/Teach Improved Strategy
State Folder Completed
State Folder Filed
Report Symbol
End
End
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XXXXXX HOSPITAL
Plan for Improving Organizational Performance
2001 -2002
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PERFORMANCE IMPROVEMENT STRUCTURE
C ? U ? S ? T ? O ? M ? E
? R
Coordinators
Medical Staff
Quality/Risk Management PI Council
Board of Hospital Trustees
Staff
Directors
Administration
QUALITY IS A CORE VALUE
? Customer Driven ? Fluid ? Non Hierarchical ?
Everyone Identifies Areas of Opportunity
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PDCA CYCLE
Continuous Improvement Cycle
Identify Area of Opportunity
Form Team
Document Project
Define Process
ACT
PLAN
Select Project
Collect Data
Standardize Change
Analyze Data
CHECK
DO
Implement Change
Measure Effect
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AREA OF OPPORTUNITY FLOW CHART
Anybody Everybody
Department Coordinator (originating dept)
Quality/Risk Management Department
Department Coordinator (involved dept)
Performance Improvement Council
QMC, MEC Leadership BOHT
Identify Area of Opportunity
A
Complete Area of Opportunity Form
Receive copy of Area of Opportunity Form
Receive copy of Area of Opportunity Form
Receive Copy of Matrix and Minutes
Report to Matrix and Minutes
Follow up Issues/Concerns Contact
Discussion of Opportunity
A
Project owned by Originating Department
Forward Copy Area of Opportunity to Involved Dept.
Solution
No
No
Yes
Team
Yes
Prioritization Grid Recommend Team
No
Yes
Document Improvement
Recommendation back to Dept.
Team Project
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AREAS OF OPPORTUNITY
? An event or specific occurrence ? Quality
Review Tracking Forms ? Quarterly Indicators,
Monitors ? Data supported process or problem ?
There must be a better way ? Studies /
Surveys ? Ricochets / Frantic recoveries
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PERFORMANCE IMPROVEMENT FORMS
? Meeting Record Form ? Area of Opportunity
Form ? Performance Improvement Prioritization
Grid ? Performance Improvement Project Report
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THANK YOU
Please complete post-test and evaluation
QUALITY
AWARENESS
XXXXXX HOSPITAL