cphq prep series · multivoting •prioritize long list of possibilities •goal to end up with...

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HealthCare Quality ConceptsPresented by: Angie Charlet, DBA, MHA, RN

A portion of these materials were produced in partnership with the Iowa Department of Public Health for the Iowa Small

Hospital Improvement Program (SHIP) Grant FY 18Contract #5888SH01 and the Georgia State Office of Rural Health for

the Georgia Small Hospital Improvement Grant FY 18.

Virtual Book ClubCPHQ Prep Series

Webinar Information• All attendees are in “Listen Only” mode

• Questions or comments?

- Open “Questions” pane in dashboard.

- Type in comments or questions

- Comments will be monitored

- Questions will be addressed at end of the webinar

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Webinar Information•Would you like to share with the

group?

•Use the “Raise your Hand” button to

let us know and we can unmute your

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Webinar Information• This webinar will be recorded and emailed to you to share

with others on your team, as well as posted on your

program dashboard.

• Handouts are available for download in the Handouts pane

and will be emailed out to attendees after the webinar.

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Continuing EducationAs an IACET Authorized Provider, HomeTown Health, LLC offers CEUs for its programs that

qualify under the ANSI/IACET Standard. HomeTown Health, LLC is authorized by IACET to

offer 0.1 CEUs for this program. View a complete list of who accepts IACET at www.iacet.org

In order to obtain these units, you must:

• Attend webinar/view recording in its entirety within 30 days• Pass online quiz with 80% or better.• Complete webinar evaluation.

Following this webinar, all attendees who have viewed the recording in its entirety will receive an email with a link to the quiz and evaluation. Anyone that misses the webinar can view the recording online, posted on the program Dashboard, for CEUs.

Questions? Contact [email protected]

Action ItemAre you on this webinar

with a group?

If so, please enter:

first/last names &

email addresses

in the question pane.

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Certified Professional in Healthcare Quality Prep

Welcome & Introductions Stephanie Love,HomeTown Health, LLC

Discussion/Moderation and Practice Questions

Angie Charlet, ICAHN

Upcoming Events & Resources Stephanie Love,HomeTown Health, LLC

Agenda

*Please allow for 60 – 90 minutes for each Virtual Book Club Session!

Program Goals & AudienceThe purpose of the CPHQ Prep Course: This series is to

provide ongoing training, support, and an opportunity for

collaboration and sharing of best practices while preparing

together for the CPHQ exam.

Who will benefit from participating in the program?

Designed for quality professionals at various stages of their

career. While the NAHQ recommends at least two years of

real world experience for the exam, this series will provide

insight and knowledge for anyone at any level of their

professional quality career.


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Getting up to Speed:


1. Your hospital was allowed to select from a number of projects to participate in this year; your hospital (and you!) selected to invest in your own personal and professional development!

2. Many of you submitted an online CPHQ Survey – we’ll look at those results in a moment!3. Materials have been ordered, and you should have received them by now.4. You had the option to participate in the CPHQ Info Session to learn more about the NAHQ CPHQ certification: Q3 CPHQ Info Session on Sept 25. If you missed it, NAHQ does offer this on a Quarterly Basis: the next Q4 CPHQ Info Session is on Wednesday, December 12, 2018, 12:00pm - 01:00pm Eastern/

11am-Noon Central - Registration URL:

https://attendee.gotowebinar.com/register/379806889217204994

5. Our group Webinar Training Series begins today!- We’ll talk about the schedule and how you should prepare during today’s call and

get a feel for how the rest of the program will go.

You can also view Program Dashboard online at www.hthu.net/cphqbcQuestions? Contact: Susannah Cowart at [email protected] or Angie Charlet at [email protected].

Program Resources


- Most of you received”- Book: “HQ Solutions: Resource for the Healthcare

Quality Professional,” - the online “HQ Principles: Build Your Quality Toolkit: an

interactive online certificate program” and - the online CPHQ Practice Exam.”

- Some of you only receive the online practice exam (if another at your hospital was participating)

- If you haven’t received or aren’t sure what you should have, contact HTH team!

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https://nahq.org/eventdetail/127/17/q3-cphq-info-session

https://attendee.gotowebinar.com/register/379806889217204994

http://hthu.net/cphqbc/

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Program Resources


- For online access, you should have received a Welcome Email from NAHQ.

Follow the steps provided to “reset your password” to login, and then to add the two items to your account.

- There will be no charge, but you have to “purchase” them to see them on your account.

- To view them, once you are logged in and have “purchased” them, click on “My Events”

Online Program Resources


If you have trouble accessing

online materials, please

contact:

The NAHQ service team:

[email protected] 847.375.4720.

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mailto:[email protected]

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Proprietary InterestHomeTown Health, LLC and ICAHN do not have any proprietary interest in any product, instrument, device, service, or material discussed during this learning event.

CompensationThe education offered by the HomeTown Health and ICAHN in this program is being compensated in part by the HRSA Small Hospital Improvement Program (SHIP) Grant in various states and in partnership with the Iowa Department of Public Health, Georgia State Office of Rural Health, and Florida Department of Health.

RepresentationThe CPHQ is not sponsored by, nor are the book club moderators authorized representatives of, the National Association of Healthcare Quality (NAHQ)

Disclosures


Angie Charlet, DBA, MHA, RN

Director of Quality Services - Illinois Critical Access Hospital Network (ICAHN)Angie Charlet is a Registered Nurse with over 27 years in the healthcare industry. She has a

Bachelor’s in Nursing, a Master’s in Healthcare Management with a focus in performance

improvement and her Doctorate Degree in Business Administration with a focus on Healthcare

Management and Executive Leadership. She is certified in CPHQ, Certified in both Lean and Black

Belt Six Sigma. She is employed by the Illinois Critical Access Hospital Network (ICAHN) as the

Director of Quality and Education and also functions as the Quality Director and Compliance

Officer for their new ACO; Illinois Rural Community Care Organization (IRCCO), which is currently

implementing the Patient Centered Medical Home and Care Coordination as the foundation within

the ACO. Angie provides training, education, mock surveys and resources to both critical access

hospitals and RHCs. Her focus is around regulations, quality initiatives, PCMH implementation,

care coordination and expanding the market share by creating a medical neighborhood. Her skill

sets include demonstrated team building, network engagement, evidence-based practice, PCMH,

Lean and Six Sigma along with Leadership Coaching to bring new initiatives/practice models.

Speaker Biography


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Part Two: Performance & Process Improvement Presented by: Angie Charlet, DBA, MHA, RN

A portion of these materials were produced in partnership with the Iowa Department of Public Health for the Iowa Small

Hospital Improvement Program (SHIP) Grant FY 18Contract #5888SH01 and the Georgia State Office of Rural Health for

the Georgia Small Hospital Improvement Grant FY 18.

Rural and Critical Access HospitalVirtual Book Club

CPHQ Prep Series

Today’s Focus:Section 3B: Performance and Process Improvement Training from: HQ Solutions: Resource for the Healthcare Quality Professional 4th Ed

Part B of this section: Pages 164-193

Performance Improvement Tools

Leading Change and Teamwork

Aligning Incentives to Advance Quality

Recognition and Quality Awards

Organizational Learning and Training


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Learning Outcomes


By the end of this session, you should be able to:

1. Describe the use of the statistical tool and process tool

2. Explain the difference between natural work and project

management teams

3. List the four phases of team formation

4. Identify the four theories of motivation


Poll Question

What form of PI tool is in your QA plan?

• PDCA/PDSA

• DMAIC

• We don’t have a formal process

• Informal process depending on need

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PI Tools…how to pick???

• Affinity Diagram

• Brainstorming

• Fishbone

• Checklist

• Planning Grid

• Delphi Method

• FMEA

• Flow Chart

• Interrelationship Diagram

• Matrix Diagram

• Multivoting

• Nominal Group

• PDSA

• Process Decision

• RCA

• Spaghetti

• SIPOC

• Value Stream Mapping


Ishikawa’s Seven Tools

• Check Sheet

• Control chart

• Cause-and-effect diagram

• Histogram

• Pareto chart

• Scatter diagram

• Stratification

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Statistical Tools

• Check sheet/tally sheet

• Control chart

• Histogram

• Pareto chart

• Run chart

• Scatter diagram


Process tools

• Brainstorming/Nominal group process

• Affinity diagram

• Delphi technique

• Multivoting

• Prioritization matrix

• Flowchart

• Cause-and-effect

• Events and Causal factors chart

• Interrelationship diagram

• Force field analysis

• Checklist/task list

• Gantt chart

• Storyboard

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Brainstorming

• “structured group process used to create as many ideas as possible

• Lists may generate:

• Problems or topics

• Components of a process

• Indicators, criteria, elements for data collection

• Possible solutions


Structure of Brainstorming

• Structured brainstorming: everyone in the group gives an idea in rotation or passes until next round (nominal group process)

• Unstructured brainstorming: everyone gives ideas as they come to mind

• Rapid brainstorming: small groups have two minutes, use flip charts/scribes…repeat 2 or three times

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Affinity Diagram

• Pg. 164

• Typically used for organizing ideas

• I like when using post-it notes


Delphi Technique and Multivoting

Delphi

• Combination of brainstorming, multivoting and nominal group

• Best for electronic meetings are conducted (email)

• Good through survey monkey formats too

Multivoting

• Prioritize long list of possibilities

• Goal to end up with critical few

• “one-half plus one rule” (assign one more than half to be completed: assign 3 for 5

items; 6 for 10 items)

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Interrelationship Diagram

• Pg 166

• Organizes numerous complex problems…

• Helps in cause-and-effect relationships (see page 169 for figure)


Poll Question

Brainstorming is best used to:

A. identify or refine cause and effect relationships

B. perform intensive analysis or peer review

C. subdivide or organize a large number of ideas

D. identify, analyze, or plan solutions to problems

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Poll Question

• The performance indicator, “total unscheduled inpatient admissions following ambulatory procedure (within 48 hours)” is a measure of:

• Structure

• Process

• Outcome

• Process and outcome


Teams….

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Formal and Informal teams

• Pg 177

• Temporary

• Natural work

• Self-directed

• Process management

• Virtual teams


Poll question

When thinking about the types of teams used in your facility…which one resonates the most?

a) Temporary

b) Natural work

c) Self-directed

d) Process management

e) Virtual teams

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Poll question

Becoming a member in which of the following best indicates staff participation in organization wide QI/PI activities

a) Pneumonia strategic initiative

b) Multidisciplinary team

c) Recognition/rewards team

d) Self-directed work team


Team Development

• Forming

• Storming

• Norming

• Performing

• Question: which phase is the hardest in your opinion?

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Poll Question

The team facilitator is all of the following except

a) A member of the team

b) The team ‘coach’

c) Provider of feedback

d) QI tools advisor


Motivation

• Need theories (Maslow)

• Expectancy theory (Effort to performance)

• Equity theory (reward/benefit)

• Procedural justice (unbiased, fairness)

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A3 Formats

• Are you using an A3 format?

• See next slide for example

TARGET CONDITION• Diagram of the proposed new process

• Countermeasures noted as fluffy clouds

• Measurable targets (quantity, time)

IMPLEMENTATION PLAN

• What will be the main actions and outcomes in the implementation process and in what sequence?

• What support and resources will be required?

• Who will be responsible for what, when, and how much?

• How will you measure effectiveness?

• When will progress be reviewed and by whom?

• Use a Gantt chart (or similar diagram) to display actions, steps, outcomes, timelines, and roles.

METRICS/FOLLOW-UP• Identify a follow-up item for each implementation plan item

• Describe how and when you will check

• Evaluate if the results are as anticipated.

• Countermeasures noted as fluffy clouds

• Measurable targets (quantity, time)

Action Owner J F M A M J J A S O N D

<PROJECT NAME><date><author><version>

THEME• What are we trying to do?

STAKEHOLDERS• Customers – Identify all internal and external stakeholders.

• Team Members –

BACKGROUND• Background of the problem

• Context required for full understanding

• Importance of the problem

CURRENT CONDITION• Diagram of current situation (or process)

• Highlight problem(s) with storm bursts.

• What about the system is not IDEAL

• Extent of the problem(s) (i.e., measures)

ANALYSIS• List problem(s)

• Most likely direct (or root) cause

• Why why why why?

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Final few pages

• Discussion only


Questions

• Questions….

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Learning Outcomes


By the end of this session, you should be able to:

1. Describe the use of the statistical tool and process tool

2. Explain the difference between natural work and project

management teams

3. List the four phases of team formation

4. Identify the four theories of motivation

QuestionsFor more information, or for questions please

contact:

Angie Charlet: [email protected]

or [email protected].


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Upcoming Events

in the CPHQ Prep Program

Program ScheduleNovember 1, 2018: Kickoff Session

December 6, 2018: Prep Call Part One

January 3, 2019: Prep Part Two

February 7, 2019: Prep Part Three

March 21, 2019; Prep Part Four

March 13: Live “cram” session Des Moines, IA

April 4, 2019; Prep Part Five

April 24: Live “cram” session Savannah, GA (For GA/FL)

May 2, 2019 Prep Call Six Closing of Series


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Tell us how we did…A survey will launch after this webinar closes: please take a moment to give

us your feedback on the training, speaker, content, webinar format, and anything else.

If there’s something we can help your hospital with, please let us know!

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cphq prep series · multivoting •prioritize long list of possibilities •goal to end up with...

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