Improving Person-Centered Care through Rapid Cycle Change Rosa West Ph.D., LMHC

Why Process Improvement? Consumers are served by processes 85% of consumer related problems are caused by organizational processes To better serve, consumers, organizations must improve processes

Consumers are served by processes

85% of consumer related problems are caused by organizational processes

To better serve, consumers, organizations must improve processes

Process Improvement Principles Understand and involve the customer Select an influential change leader Focus on key problems Seek idea from outside your field or department Pilot test the new idea

Understand and involve the customer

Select an influential change leader

Focus on key problems

Seek idea from outside your field or department

Pilot test the new idea

We are going to focus on two? Involving the consumer Seeking ideas from outside your field or department

Involving the consumer

Seeking ideas from outside your field or department

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

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

Focus on Key Problems What processes have you, staff and customers identified as barriers to excellent service? What is keeping you up at night?

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

What is keeping you up at night?

Understand and Involve the Consumer Most important of all the Principles What is it like to be a consumer? Remember staff are consumers too! Walk-through, focus groups…. Others?

Most important of all the Principles

What is it like to be a consumer?

Remember staff are consumers too!

Walk-through, focus groups….

Others?

Seek Ideas Outside the Organization or Department Provides a new way to look at the problem Real creativity in problem solving comes from looking outside the familiar Keep “change team” diverse and make sure all relevant parties are involved

Provides a new way to look at the problem

Real creativity in problem solving comes from looking outside the familiar

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

Process Improvement Tools Conduct a walkthrough of the process targeted for change or flow chart the process What are some examples of things you can do with staff to assess where they are and where they are going?

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

Process Improvement Tools cont… Data: Collect prior to beginning change in order to evaluate and monitor change Keep collection procedures simple; use existing resources Set measurable performance targets SMART Method Specific Measurable Attainable Realistic Timely

Data: Collect prior to beginning change in order to evaluate and monitor change

Keep collection procedures simple; use existing resources

Set measurable performance targets

SMART Method

Specific

Measurable

Attainable

Realistic

Timely

Process Improvement Tools cont… Pilot test changes on small scale using rapid feedback change cycles Conduct performance monitoring and feedback.

Pilot test changes on small scale using rapid feedback change cycles

Conduct performance monitoring and feedback.

PLAN-DO-STUDY-ACT

Common Concerns How will it affect my job (OR whether I have a job)? How will consumers be affected? Does the boss really want this? Will all this effort really result in improvement?

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

How will consumers be affected?

Does the boss really want this?

Will all this effort really result in improvement?

How will it affect my clients? Quality of care Follow-up, coordination of care Increasing ability to meet needs Wrap around services

Quality of care

Follow-up, coordination of care

Increasing ability to meet needs

Wrap around services

Most Common Motivators Visible results of efforts- feedback Belief in values or organization and that work is contributing to these Opportunity to learn and grow on the job Identification with team and co-workers

Visible results of efforts- feedback

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

Opportunity to learn and grow on the job

Identification with team and co-workers

Remember…..Change isn’t Easy!!!

Remember…..Change isn’t Easy!!!