The Quality Improvement Challenge. Richard J. Banchs
Table of Contents
1 Cover
7 List of Stories, Examples, Exercises and Case Studies
9 PART I: THE BASICS CHAPTER 1: The Problem with Healthcare SO, WHAT’S THE PROBLEM? HOW DID WE GET HERE? THE CHALLENGES TO IMPROVE HEALTHCARE WHAT IS THE PHYSICIAN’S ROLE IN PROCESS IMPROVEMENT? REFERENCES CHAPTER 2: We Need to Improve the Way We Improve WHAT’S THE GOAL OF A QI PROJECT? A BETTER IMPROVEMENT STRATEGY GUIDING PRINCIPLES THE FIVE “RS” OF EVERY QI PROJECT THE CHANGE SPACE REFERENCES
10 PART II: THE FIRST “R”: THE RIGHT PROJECT CHAPTER 3: The Project Selection Process WHERE DO I START? THE PROJECT SELECTION PROCESS THE PROJECT SELECTION MATRIX: A TOOL TO PRIORITIZE QI PROJECTS A PROJECT TYPE FOR EVERY PROBLEM PROJECT TYPES FROM THE LENS OF CHANGE HOW TO ESTABLISH YOUR PROJECT’S TIMELINES CHAPTER 4: Frame Your Challenge STORIES FROM THE FRONT LINES OF HEALTHCARE: MARTHA SANCHEZ, THE HEAD OF HOUSEKEEPING THE PROBLEM STATEMENT THE PROBLEM STATEMENT IS YOUR “ELEVATOR SPEECH” THE PROJECT CHARTER EXERCISE: A PROBLEM STATEMENT AND PROJECT CHARTER FOR YOUR QI PROJECT
11 PART III: THE SECOND “R”: THE RIGHT PEOPLE CHAPTER 5: Don’t Go at It Alone STORIES FROM THE FRONT LINES OF HEALTHCARE: TURN‐AROUND TIME FOR X‐RAYS IN THE ED THE PRIMARY SPONSOR WHO SHOULD BE YOUR PRIMARY SPONSOR? REVIEW QUIZ REFERENCES CHAPTER 6: Organize Your QI Team and Select the Team Leader THE QI TEAM WHO SHOULD BE ON YOUR QI TEAM? THE TEAM LEADER THE TRUE ROLE OF THE QI TEAM THE FIRST TOLLGATE REVIEW EXERCISE: THE QI TEAM AT HEART MEDICAL CENTER REFERENCES
12 PART IV: THE THIRD “R”: THE RIGHT PROBLEM CHAPTER 7: What Is the Scope of the Project? The SIPOC Diagram YOU NEED TO KNOW YOUR PROJECT’S SCOPE AND BOUNDARIES THE TOOL: A SIPOC DIAGRAM HOW TO DRAW A SIPOC DIAGRAM CHAPTER 8: Who Are the “Customers,” and What Do They Need? IN HEALTHCARE, WE ALSO HAVE “CUSTOMERS” THE “CUSTOMER CONTINUUM” THE VOICE OF THE CUSTOMER (VOC) HOW DO WE COLLECT THE VOC? CRITICAL‐TO‐QUALITY (CTQ) THE CRITICAL‐TO‐QUALITY TREE EXERCISE: CTQS FOR THE NEW WOMEN’S CENTER CHAPTER 9: Who Are the “Stakeholders,” and What Challenges Do They Have? THE FRONTLINE STAKEHOLDERS THE VOICE OF THE STAKEHOLDERS THE CRITICAL NEEDS OF THE STAKEHOLDERS THE SECOND TOLLGATE REVIEW
13 PART V: THE FOURTH “R”: THE RIGHT CAUSE CHAPTER 10: To Understand a Process, You Need to “Go See” and Create a Map STORIES FROM THE FRONT LINES OF HEALTHCARE: ANDREA, THE QI PROJECT MANAGER THE FIRST STEP IS TO “GO SEE” AT THE GEMBA YOU SEE THE SYSTEM IT’S ALL ABOUT THE PROCESS