Incorporating the Patient Voice into Rapid Process Improvement Workshops (RPIWs)


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Improvement Story session at the 2013 Saskatchewan Health Care Quality Summit. For more information about the summit, visit Follow @QualitySummit on Twitter.

Incorporating the voice of the patient is critical to the success of our Rapid Process Improvement Workshops (RPIWs) and overall Lean work. Hear directly from one of our patient advisors and Kaizen Promotion Office (KPO) staff on what this experience has been like for them.
Better Care

Lisa Clatney; Heather Thiessen; Mark Richardson

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Incorporating the Patient Voice into Rapid Process Improvement Workshops (RPIWs)

  1. 1. Incorporating the Patient Voice into RapidProcess Improvement Workshops (RPIWs)Heather Thiessen, Mark Richardson, Lisa ClatneyThis Session is sponsored by:
  2. 2. Incorporating the PatientVoice into RPIWsHealth Care Quality Summit 2013
  3. 3. What is Lean?• Lean is a patient-focused approach toidentifying and eliminating all non-valueadding activities and reducing waste withinan organization.
  4. 4. What does Kaizen mean?• Japanese term for “continuousimprovement” or “change for the better.”Typically, a short team basedimprovement effort.
  5. 5. Rapid Process ImprovementWorkshop (RPIW)• An RPIW is a week-long event where teamsof patients and family members, staff andclinicians focus on one problem, identify theroot causes, create and test solutions, and byweek’s end, are ready to implement thesolution in the workplace. The team checksthe solution at 30, 60, 90 and 180 days to seeif it has worked and has been sustained.
  6. 6. Background• As of April 19, 2013 the Saskatoon HealthRegion will have completed 35 RPIWs.• By the end of Fiscal 2013 – 2014 SHR willhave completed 71 RPIWs.• Each and every RPIW has a dedicatedPatient and Family Advisor as an integralmember of the RPIW Team.
  7. 7. Describing an Elephant
  8. 8. Patient Perspective
  9. 9. In the Beginning…• March 26 – 30, 2012 the SHR launched itsfirst 2 RPIW Event Weeks.• During the week of April 23 – 27, 2012SHR launched 2 more RPIW Event Weeks.• RPIW #4 was defined as Standardize RoomTurnover in the OR at RUH.
  10. 10. All about me…• Who would havethought that someonewho depends so muchon the heath caresystem could actuallynow be an importantpart of improving thehealth care system.
  11. 11. You can make a difference!
  12. 12. My amazing team….
  13. 13. What an empoweringexperience…
  14. 14. Observing, observing, observing
  15. 15. Finding your voice…
  16. 16. Supporting our Advisors
  17. 17. I’m your “RPIW buddy”
  18. 18. What happens after….• Closing the loop• 30, 60, 90, 180 day audits• Future opportunities identified
  19. 19. Everything can be improved.~Clarence W. Barron