How I failed Quality And how you can avoid it Asha George, Ph.D., FACHE
A little about myself ASQ Certificate in Manager of Quality/Organizational Excellence Fellow American College of Healthcare Executives 20 years in healthcare in county land 2 years in healthcare in corporate land
Purpose Though we have moved from inspection and audits, we find stakeholders disconnected from the use of quality in their everyday work. This presentation is about the journey from data to narrative and about aligning quality tools to the stakeholder’s own purpose of work. We will talk about developing quality literacy and how the use of case studies and creating narrative helps create interest and buy in for the quality field.
My foray into the quality world Free Medications and simple flow diagram
My foray into the quality world Remodel construction and Viewpoint of a hammer moving of mental health clinic
My foray into the quality world
My foray into the quality world
My foray into the quality world
Stories and their impact Some of the life-saving improvements in clinical outcomes include: Advocate Good Samaritan Hospital’s risk-adjusted mortality decreased from 0.73 in 2004 to 0.25 in 2010. Memorial Hermann Sugar Land ranks among the top 10 percent of hospitals nationally Baldrige for its performance on measures of emergency center arrival-to-discharge time, compliance with regulations to reduce medication errors, bed turnaround times, radiology and laboratory result turnaround times, and the use of computerized physician order entry. The hospital’s readmission rates for patients treated for acute myocardial infarction, congestive heart failure, and pneumonia were lower than those of hospitals nationwide, according to data from the Centers for Medicare and Medicaid Services. According to the Institute for Healthcare Improvement, Henry Ford Health System’s evidence-based global harm campaign is a national best practice. From 2008 through 2011, the campaign led to a 31 percent reduction in harm events. Schneck Medical Center has maintained rates of hospital-acquired infections at or below 1 percent since 2008, and no patient has acquired ventilator-associated pneumonia since 2009. Atlanticare Regional Medical Center achieved Centers for Medicare and Medicaid Services top 10 percent performance in 2008 for patient care measures related to congestive heart failure, acute myocardial infarction, and pneumonia.
Stories Baldrige Saves Lives
Stories
Telling a story •Meaning •Past •Story teller •Sequence Time & present •Stakeholder Purpose Events Person •Listener meaning Place future •Connection •Lens •Context
Use of Stories in other fields Teaching Quoted from Tell me a Story : the use of narrative as a learning tool for natural selection Renate Prins, Lucy Avraamidou and Martin Goedhart 2017
Use of Stories in other fields Trauma Weaving together Emotional Physical Time Place meaning
Quality teams up with Stories Visual Management Tools Storyboard Provides “understanding at a Who is the person in the frame glance” (staff work, client input, customer service) Emphasize graphics rather than numbers and words Is this a far away view or a near view Clear information actionable at the point of communication What does their interaction look like? (quoted from Lean Enterprise Institute) What period of time has passed? What is the hoped for outcomes versus current outcome
Quality teams up with Stories The first lesson of lean is Constantly listening to what is constantly listening to most important to a person customers and watching how (in a project, in a meeting, in they use the product or its a conversation) so that you alternatives to get a job done can tailor your information in and strive to make it easier a manner that they will be both to use and to produce. able to absorb
Stories (case studies) and their impact Some of the life-saving improvements in clinical outcomes include: Advocate Good Samaritan Hospital’s risk-adjusted mortality decreased from 0.73 in 2004 to 0.25 in 2010. Memorial Hermann Sugar Land ranks among the top 10 percent of hospitals nationally Baldrige for its performance on measures of emergency center arrival-to-discharge time, compliance with regulations to reduce medication errors, bed turnaround times, radiology and laboratory result turnaround times, and the use of computerized physician order entry. The hospital’s readmission rates for patients treated for acute myocardial infarction, congestive heart failure, and pneumonia were lower than those of hospitals nationwide, according to data from the Centers for Medicare and Medicaid Services. According to the Institute for Healthcare Improvement, Henry Ford Health System’s evidence-based global harm campaign is a national best practice. From 2008 through 2011, the campaign led to a 31 percent reduction in harm events. Schneck Medical Center has maintained rates of hospital-acquired infections at or below 1 percent since 2008, and no patient has acquired ventilator-associated pneumonia since 2009. Atlanticare Regional Medical Center achieved Centers for Medicare and Medicaid Services top 10 percent performance in 2008 for patient care measures related to congestive heart failure, acute myocardial infarction, and pneumonia.
Stories Baldrige Saves Lives
Strengths based Feedback – the HR Way Identify how strengths have impacted outcome Using participatory interview style – what do you think? Feedback tied to unit and organizational goals
Strengths based Feedback- the Baldrige Way Processes Approach, Deployment, Learning, Integration Results Levels, Trends, Comparisons, Integration Celebrate your Strengths Prioritize Opportunities for Improvement
Its easier to act yourself into a new way of thinking than thinking your way into a new way of acting Pick a person you do not know and explore with them how a potential new way of acting (based on this presentation) might resolve a current difficult situation you are facing.
Contact Information Asha George 707-572-8561 ashageorgephd@gmail.com www.linkedin.com/in/ashageorgephd
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