The Health Care Manager's Guide to Continuous Quality Improvement

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iUniverse, 2003 - Medical - 236 pages
Designed for department directors, physician chiefs, product and service line managers, improvement team leaders and facilitators, administrators, and trainers, this book is a practical guide to managing for continuous improvement in clinical and service processes. Part I lays out the concept of continuous quality improvement, the customer-driven management model and an exploration of the manager's role in quality improvement. Part II explores customer-driven management and process improvement-two models that build data-driven self-correction into daily management routines. Part III presents an in-depth discussion of the most useful and user-friendly tools of process improvement-tools that make processes, root causes of problems, decisions and plans visible and therefore easy discuss and reengineer. Part IV addresses typical concerns managers identify in their pursuit of quality improvement.

 

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It is one of the best written books I have ever read about quality management

Contents

The Shifting Profile of Quality in Health Care
3
Figure 11 Graphic Representations from Normal Curve of Performance
9
The Quality Manager
15
Figure 21 Skills Required for PDCA
21
Introduction to CustomerDriven Management
29
Figure 31 The CustomerDriven Management Model
31
Figure 41 Concentric Circles Showing Immediate and Downstream
38
Translating Expectations and Professional Standards
45
Making Improvements
75
Part HI The Managers Tool
99
Tools for Targeting Improvements 143 iii
143
Figure 1133 Guide for Making Your Case
180
Figure 1138 Quality Improvement Storyboard
186
Toward Experimentation and Continuous
191
The PDCA Model in Practice
197
Patient Dissatisfaction with Promptness
198

Figure 51 Critical Path for Diabetes Mellitus Ketoacidosis
48
Developing Measures to Monitor Performance
53
Figure 61 Measurement Pyramid for Your Organization
55
Using Data to Target Improvement Needs
63
Figure 138 WhyWhy Diagram
204
Figure 1312 Revised Flowchart Standardizing Changes
210
Appendix Resources for Continuous Improvement
213
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About the author (2003)

Wendy Leebov is vice president, human resources, for Albert Einstein Healthcare Network in Philadelphia and founder and former president of The Einstein Consulting Group.
Gail Scott, educator and consultant, is president of Gail Scott & Associates, an international training and organizational development practice.

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