4. Steps for Successful Service Improvement
1
• Leadership declaration that the organization is adopting a new code of
practice and all employees are the change agents
2
• Create a sense of urgency “emotionally” with a clear vision of the end
results or goals by the Leaders: Engagement Strategies
3
• Create Change managers/Change teams with expert and respected leaders:
The Knowledge Translation or Quality Improvement Team
4
• Identify and prioritize the areas were change is needed based on a needs
assessment survey.
5. Steps for Successful Service Improvement
5
• Assess the barriers for improvement e.g. organizational such as poor
training programs or individual e.g. unmotivated staff using a readiness
assessment tool.
6
• Create competent trainers to train staff on the new interventions.
7
• Create Monitoring Teams with a “Reward System in place”.
6. The Steps: Step 1
The first and TOP RATED step is:
Leadership declaration that the organization is adopting a
new code of practice and all employees are the change
agents.
http://journal-dl.com/downloadpdf/591088333fbb6e13743edfa9
7. The Steps: Step 2
The second step is:
Create a sense of urgency “emotionally”: “a mother of 5
just died because of poor service! with a clear vision of the
end results or goals by the Leaders: Engagement Strategies
Be the Catalyst!
11. Engagement Strategies
Discover common purpose
improve patient outcomes, reduce hassle and wasted time
Create partnerships
Physician not contractor; hospital not supplier/controller
Share responsibility with individual and system of patients
Involve physicians early
Work with medical leadership
Division director, Chair MAC, Physician in chief
Identify/ be a champion
find/ be a vocal believer, consider making/ being project lead
12. Engagement Strategies
Standardize/ protocolize evidence
Start with aspects that are agreed upon with evidence
Use (local) data to drive change
use aggregate data to show change is needed
use meaningful/ agreed upon quality indicators
Make the right thing easy to try
involve MDs in PDSA/ reliability tests
Make the right thing easy to do
avoid plans that add more work for MDs or others
Make physician involvement visible
16. The Steps: Step 3
The third step is: Improvement TEAM
Create Change managers/Change teams with expert and
respected leaders: Enroll Charismatic Figures
The Knowledge Translation or Quality Improvement Team
17. The Steps: Step 4
The Fourth step is:
Identify and prioritize the areas were change is needed
based on a needs assessment survey.
18. The Steps: Step 5
The Fifth Step
Assess the barriers for improvement e.g. organizational such
as poor training programs or individual e.g. unmotivated
staff using a readiness assessment tool.
Assessment Tools:
AHRQ survey tool to assess leaders' perspectives on organizational readiness:
https://www.ahrq.gov/professionals/systems/hospital/qitoolkit/index.html
Organizational Readiness to Change Assessment (ORCA):
http://ibr.tcu.edu/wp-content/uploads/2013/10/ORC-SA-sg.pdf
19. The Steps: Step 6
The Sixth Step:
Create competent trainers to train staff on the new
interventions.
20. The Steps: Step 7
The Seventh Step:
Create Monitoring Teams- NO Monitoring: Guaranteed
Failure! with
a “Reward System in place”-Make it a Pleasurable Change!
21. The Steps: Step 7-Incentives to improve staff
compliance
◦ Spot-checks
◦ Recognize Success/Make it Visible: Financial or Material incentives.
◦ Conference/Travel reimbursements
◦ Recognition/Accreditation Certificates: Champions/Employee-of-the
Month/Pathway Implementer Certificates etc.
◦ Unit League-tables-best &worst!
◦ Protection against Litigation.
Incentify your Workforce: Happiness at work!