improving patient centered care through rapid cycle change

Improving Person-Improving Person-Centered Care through Centered Care through Rapid Cycle ChangeRapid Cycle Change

Rosa West Ph.D., Rosa West Ph.D., LMHCLMHC

Rosa West Ph.D.Rosa West Ph.D.

Why Process Improvement?Why Process Improvement?

Consumers are served by processesConsumers are served by processes

85% of consumer related problems are 85% of consumer related problems are caused by organizational processescaused by organizational processes

To better serve, consumers, organizations To better serve, consumers, organizations must improve processesmust improve processes


Process Improvement PrinciplesProcess Improvement Principles

Understand and involve the customerUnderstand and involve the customer Select an influential change leaderSelect an influential change leader Focus on key problemsFocus on key problems Seek idea from outside your field or Seek idea from outside your field or

departmentdepartment Pilot test the new ideaPilot test the new idea


We are going to focus on two?We are going to focus on two?

Involving the consumerInvolving the consumer Seeking ideas from outside Seeking ideas from outside

your field or department your field or department


What are Person-Centered Experiences you What are Person-Centered Experiences you have had within the Community?have had within the Community?


Focus on Key ProblemsFocus on Key Problems

What processes have you, staff and What processes have you, staff and customers identified as barriers to excellent customers identified as barriers to excellent service?service?

What is keeping you up at night?What is keeping you up at night?


Understand and Involve the Understand and Involve the ConsumerConsumer Most important of all the Most important of all the

PrinciplesPrinciples

What is it like to be a What is it like to be a consumer?consumer? Remember staff are consumers Remember staff are consumers

too!too!

Walk-through, focus Walk-through, focus groups….groups….

• Others?Others?


Seek Ideas Outside the Seek Ideas Outside the Organization or DepartmentOrganization or Department

Provides a new way to look Provides a new way to look at the problemat the problem

Real creativity in problem Real creativity in problem solving comes from looking solving comes from looking outside the familiaroutside the familiar

Keep “change team” Keep “change team” diverse and make sure all diverse and make sure all relevant parties are relevant parties are involvedinvolved


Process Improvement ToolsProcess Improvement Tools

Conduct a Conduct a walkthrough of walkthrough of the process the process targeted for targeted for change or flow change or flow chart the chart the processprocess

What are some examples of things you can do with staff to assesswhere they are and where they are going?


Process Improvement Tools cont…Process Improvement Tools cont…

Data: Collect prior to beginning change in order Data: Collect prior to beginning change in order to evaluate and monitor changeto evaluate and monitor change Keep collection procedures simple; use existing Keep collection procedures simple; use existing

resourcesresources

Set measurable performance targetsSet measurable performance targets SMART MethodSMART Method

• SpecificSpecific• MeasurableMeasurable• AttainableAttainable• RealisticRealistic• TimelyTimely


Process Improvement Tools Process Improvement Tools cont…cont…

Pilot test changes on small scale using Pilot test changes on small scale using rapid feedback change cyclesrapid feedback change cycles

Conduct performance monitoring and Conduct performance monitoring and feedback.feedback.


PLAN-DO-STUDY-ACTPLAN-DO-STUDY-ACT


Common ConcernsCommon Concerns

How will it affect my job (OR whether I How will it affect my job (OR whether I have a job)?have a job)?

How will consumers be affected?How will consumers be affected? Does the boss really want this?Does the boss really want this? Will all this effort really result in Will all this effort really result in

improvement?improvement?


How will it affect my clients?How will it affect my clients?

Quality of careQuality of care Follow-up, coordination of Follow-up, coordination of

carecare Increasing ability to meet Increasing ability to meet

needsneeds Wrap around servicesWrap around services


Most Common MotivatorsMost Common Motivators

Visible results of Visible results of efforts- feedback efforts- feedback

Belief in values or Belief in values or organization and that organization and that work is contributing to work is contributing to thesethese

Opportunity to learn Opportunity to learn and grow on the joband grow on the job

Identification with Identification with team and co-workersteam and co-workers


Remember…..Change isn’t Remember…..Change isn’t Easy!!!Easy!!!

improving patient centered care through rapid cycle change

Technology

process improvement

monitor change

rapid feedback change

change isnt easy

consumer related problems

rapid cycle change rosa

organizational processes

department pilot