Jennifer C. Lovejoy, Ph.D. & Andrew Roberts

Session 17: Monitoring, Quality Assurance, and Improvement

09/14/2011

Quality Assurance - Definition

• In the health care field, “quality assurance” is a pledge to the public that you will work toward the goal of an optimal achievable degree of excellence in the services rendered to every patient.

• Having a formal quality assurance process is important if you want to provide consistent, excellent results.

Quality Assurance

Quality Assurance: Step 1

• The QA process is cyclical and on-going

• Development of quality metrics is the first step– What do you want to

measure?– Why do you want to

measure it?

Quality Assurance: Metrics

• Metrics will differ from quitline to quitline• Avoid the temptation to add too many metrics• Some ideas:

– Call center data (e.g. call time, % calls answered in 60 sec)– Outcomes metrics (e.g. quit rate)– Engagement metrics (e.g. % calls completed)– Staff performance– Satisfaction/Complaints– Safety and Health Events– Materials fulfillment (if applicable)

Quality Assurance: Step 2

• Capture Data– How are you going to

collect metrics data?– How can you get all the

data in a central location so all stakeholders can review?

Quality Assurance: Step 3

• Analysis and Review– Who is going to analyze

the data?– How often are you going

to analyze it?– How will you get

consensus on areas that need follow up and improvement

Quality Assurance: Step 4

• Corrective Actions– Who is responsible for

corrective actions?– What is the process for

follow up?– What sort of reports do

you need?

Quality Assurance

• By having a written, formal quality assurance process and repeating the quality cycle, you can be assured that your service is meeting high standards and driving customer satisfaction.

Identify the impact of training or training needs

Identify employee performance to reward or correct

To satisfy customers and stakeholders*

*Stakeholders: People or groups who are invested or interested in something

What would happen if we did

not watch?

Definitions

“Participant” “Specialist” “Stakeholder”

Which is Quality?

A or B

Developing a Call Monitoring Process

1. Know your customers and your product

2. Identify your quality stakeholders

3. Define quality in meaningful terms to stakeholders

4. Organize quality terms into groups

5. Set performance standards

6. Apply standards consistently while listening

Step 2: Quality Stakeholders

Client Services

ClinicalTeam

Product

Service Delivery

Quality Standards

Step 3: Define Call Quality Terms

What are your customers or participants expecting from a Specialist?

What are your stakeholders expecting from a Specialist?

What are your Specialists expecting from themselves?

Decision

Macro or “Big Picture” View Micro View

Decision

WAS this expectation demonstrated?

HOW WELL was this expectation demonstrated?

Binary Continuum

Step 4: Organize Definitions in Groups

Objective Task

Introduce the callSay your name

3 Recommended Groups

Objective

Did the Specialist develop an effective relationship?

Did the Specialist cover all clinical content?

Did the Specialist complete all required documentation?

Step 5: Set Performance Standards

How high to set the bar?

Step 5: Set Performance Standards

What if the Specialist does not clear the bar?What if the Specialist delivers this

instead of this?

Step 6: Listen, Evaluate, and Calibrate

Listening Options

$

$$$

Side-by-side listening

Remote (“service observe”) listening

Handheld “in line” digital or tape recorder

Automated, multi-line digital recording system

Step 7. . .

Repeat

1. Know your customers and your product

2. Identify your quality stakeholders

3. Define quality in terms meaningful to stakeholders

4. Organize quality terms into groups or “buckets”

5. Set performance expectations or standards

6. Apply standards consistently while listening

Repeat

Thank You