There are many challenges that healthcare providers face in their delivery of medical services. These challenges range from understaffing to inadequate finances (Greenwald, 2010). The challenges hinder the capacity of the providers to provide patients with the best possible quality of care. In an effort to tackle these challenges and improve the quality of services offered, many providers are instituting quality improvement initiatives. These initiatives make use of data and other insights to develop solutions to the problems that the providers face. In this paper, a scenario involving Lauren who has been tasked with the mandate of developing a quality improvement plan for a hospital that is grappling with challenges is examined. The paper outlines the plan and explores such issues as the model to be used and the participation of team members.
How to initiate the quality improvement plan
Issues requiring focus
Before initiating the quality improvement plan, it is important to critically examine the situation and identify the areas of focus. There are a number of issues that Lauren needs to focus her attention on if the quality of services offered at the hospital is to be improved. One of the issues is the inability of the hospital to ensure that patients are presented for therapy in good time. This inability makes it difficult for the patients to receive adequate care. The other issue concerns the challenges that the transporter encounters when he goes to collect patients. It is mentioned that the transporter is often forced to wait or return without collecting the patients. This challenge undoubtedly derails the smooth delivery of care. The third issue that Lauren’s plan needs to focus on is the breakdown of communication. It is mentioned that most of the nurses do not understand the source of the problems that they face. When communication in a medical facility breaks down, the delivery of care is hampered (Bryan, 2009).
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Quality improvement model
To solve the problems that the facility faces, Lauren will need to rely on a model. There are a number of models that have been developed to aid medical facilities in quality improvement. The FADE model is among these. Essentially, this model outlines the quality improvement process. The first phase of the process involves focusing on the problems being faced (“FADE”, n.d). Here, the problem is identified and verified. This phase is followed by the second one where an analysis is conducted. At the analysis phase, one determines what needs to be done, collects data and identifies the factors that will influence the implementation process. The third stage of the process involves development (“FADE”, n.d). Here, plans for implementation are developed. It is also at this stage that possible solutions are identified and the most promising solution is selected. The last stage of the process concerns execution (“FADE”, n.d). It is at this stage that one appeals for commitment from concerned stakeholders, implements the plan and keeps an eye on the process to ensure that it is effective.
Types and gathering of data
Data plays an important role in the preparation and implementation of quality improvement plans. In the case, it is mentioned that Lauren is concerned that the data she receives from her colleagues may be biased. It is for this reason that Lauren needs to obtain data that will allow her to form informed and objective judgments. Much of the data that she will require is of the qualitative nature. This data includes information such as the number of patients attended to at the facility and the amount of time that a patient has to wait before receiving care. The billing charges levied on patients are the other data that will facilitate the quality improvement process. Lauren may also obtain quantitative data such as the opinions of the patients concerning the quality of care that they receive. This data will provide Lauren with insights regarding the changes that need to be effected to improve quality of care. The thoughts of Lauren’s colleagues regarding the challenges that they grapple with could also form part of the data that she collects. There are a number of methods that Lauren could employ as she collects the different types of data. Consulting the facility’s documents such as invoices and receipts is among these. This will allow her to collect such qualitative data as the billing charges and the number of patients served. The thoughts of the patients and Lauren’s colleagues can be accessed through interviews. Lauren needs to speak with these stakeholders to gain insights into the challenges faced and possible solutions.
Team member contribution
Professional roles
Teamwork is one of the integral components of effective quality improvement plans (Mumford & Frese, 2015). No single individual is able to successfully implement such plans without the involvement of other stakeholders. If the plan is to be implemented successfully, Lauren must bring others on board. Some of the people that should contribute to the implementation of the plan include Ellie and the CEO. The professional role of these two will involve supervision and monitoring the implementation of the plan to ensure that progress is being made. Representatives from all the departments at the facility should also be brought in. The main role that they will play is articulating the problems that their respective departments face and ensuring that the needs of their departments are met. These representatives will also act as watchdogs to ensure that the plan is properly and fully implemented. Non-medical personnel such as the transporter should also be invited to contribute to the team. These are the people who have first contact with patients and as such, they are needed to help Lauren and the team understand the sources of the problems that they face.
Benefits from member participation and required qualities
The participation of the team members will present immense benefit. One of the benefits is that as they take part, the members will allow Lauren and the rest of the team to understand the challenges that are being faced. It will then become possible to develop solutions that address these challenges. The other benefit is that it will be possible for Lauren to lower her workload by assigning the team members some roles. For instance, instead of going through the facility’s financial records herself, Lauren could assign another member this role. Ensuring accountability is another benefit that the team members will bring. It is common for laxity and recklessness to creep in during the implementation of plans (Mumford & Frese, 2015). To ensure that this does not occur, the team members are needed to keep one another accountable and fully committed. The roles and the benefits that the team members bring imply that not all individuals at the facility are qualified to join the team. The team members need to possess certain qualities. Resilience and patience are some of these. The implementation of plans for quality improvement can be daunting and fatiguing. Only those who are patient and resilient are able to stay committed through the entire implementation process. Commitment to the facility’s mission and values is another trait that members should possess. This value will allow the members to place the welfare of the patients above their personal desires.
Communicating ideas
For the plan to be implemented effectively, Lauren needs to keep the team and the facility’s leadership informed. She must communicate her ideas for quality improvement effectively. This can be done by relying on facts. Facts allow one to remain objective. By sticking to the facts, Lauren will be able to remain objective and earn the trust of the leadership. In addition to supplying the leadership with facts, Lauren needs to appeal to their emotions. She can do this by highlighting the plight of the patients who are not receiving proper care and the hospital’s staff who are grappling with a myriad of challenges. The two strategies will ensure that the hearts and the minds of the leaders are involved in the process.
Requirements for implementation of plan
For the implementation of any plan to be successful, there are certain resources and factors that must be in place. These factors and resources ensure that the implementation process is not derailed by such issues as inadequate funding. As she sets out to implement the plan, Lauren should ensure that a number of requirements are met. These requirements include adequate funding and commitment from all stakeholders. Sufficient funding will ensure that all items that are required for the implementation are purchased while commitment will provide Lauren with the drive and support that she needs for the implementation.
Effective quality improvement
Steps of performance improvement model
Employees play an important role in driving the operations of any organization. Any organization that wishes to improve its performance must demand total commitment from their employees. This ensures that the employees channel all their energies to meeting the expectations laid out by their organizations. The care model offers insights that can be used by organizations as they strive to improve the quality of services that they provide. Essentially, this model places the patient at the center of healthcare delivery (“Performance Improvement Plan”, 2003). Instead of reducing the patient to a mere recipient of care, this model elevates the patient to a position where they are able to participate in the delivery of care. The first step of this model involves the healthcare provider defining their goals and providing support to patients. The second step concerns the community becoming involved in the provision of care. This step is followed by self-management where patients take personal initiative in determining their health (“Performance Improvement Plan”, 2003). Decision support and the design of delivery systems are the other steps in this model. The establishment of information systems is another step in the process. Through this step, organizations are able to closely monitor their operations to determine if the implemented plan is effective.
Influence of external crediting agencies
There are a number of external crediting agencies that issue certificates and qualifications to medical personnel and facilities. These agencies play an important role in the quality improvement process. One of their roles is that they ensure that practitioners are well trained and equipped to attend to patients (Moseley, 2009). This is important since it is difficult to successfully implement plans when the practitioners lack the required skills and training. The other role of these agencies is that they safeguard the interests of patients. By doing this, they ensure that all plans that hospitals and other medical facilities implement do not present any threat to the health of patients. The crediting agencies also offer medical facilities incentives to improve the quality of care that they offer (Moseley, 2009). Most facilities wish to gain accreditation and this can only occur when they have demonstrated that they are able to deliver quality care. In their bid to receive accreditation, medical facilities are forced to offer care of improved quality.
American Medical Association (AMA) is one of the organizations that strive to improve the quality of care that medical facilities deliver to patients. The main focus of this organization is to “promote the art and science of medicine and the betterment of public health.” (“About Us”, n.d). This organization achieves this mission through the promotion of sustainable practices that enhance the satisfaction of patients. AMA is also committed to the training of medical practitioners and partnering with other organizations to ensure that the public receives the best possible quality of care (“About Us”, n.d).
Importance of performance measures
No quality improvement plan is complete without performance measures. The performance measures are essentially metrics and parameters that allow organizations to evaluate the implementation process. These performance measures are important as they allow an organization to determine if progress is being made in the implementation process. Additionally, the measures enable organizations to revise their plans when it is observed that the initial plans are ineffective. For instance, the case of an organization that wishes to improve patient outcomes can be considered. Shorter hospital stays can be used by the organization as among the performance measures. If it is noted that the stays are indeed shorter, the organization can conclude that the changes that it introduced have been effective. This organization has essentially used benchmarking and performance measures to determine if it is making progress in its implementation of a quality improvement plan.
Importance of reliable standards and guidelines
Effective processes for maintaining standards and guidelines
That employees drive progress in any organization is not in question. For organizations to achieve growth, they must invest in processes that boost employee morale (Latham, 2007). By developing standards and guidelines, organizations can ensure that employees are motivated and productive. The standards and guidelines can be maintained through a number of processes. Disciplinary action is among these. This action should be instituted against the employees who violate the standards and guidelines. The fear that results from the institution of the action ensures that all employees adhere to the standards and guidelines. Employee training is another process that supervisors can use as they seek to maintain standards and guidelines (Latham, 2007). The employees should be provided with training that focuses on the specific provisions of the standards and guidelines. This training will ensure that the employees understand what is required of them and the consequences that result from the failure to live by the standards and guidelines.
Promoting productivity improvement
In the discussion above, processes that supervisors can adopt to maintain standards and guidelines have been explored. Apart from maintaining the standards and guidelines, supervisors also need to ensure that employees are productive at all times. The productivity of the employees can be improved by adopting certain processes and policies. Monetary incentives are among the tools that the supervisors may use (Latham, 2007). In exchange for such rewards as higher salaries, the supervisors can demand that the employees improve their performance. Training and education can also be used to improve productivity. The training equips the employees with new skills and insights that allow them to become more productive.
Fostering team building
Collaboration and team work are essential for organizational success (Dyer & Dyer, 2013). Organizations whose employees work together and closely tend to experience growth. There are various measures that can be instituted by supervisors to bolster team building among staff members. Requiring employees to work on projects that call for team work is an obvious measure. Since they are required to collaborate on these projects, the employees are forced to abandon their differences and focus all their energies on completing the projects. Team building activities such as sports can also enhance team work (Dyer & Dyer, 2013). These activities create a friendly and relaxed atmosphere that enables employees to collaborate.
Performance improvement standards
Components of effective training program
Not all training programs yield the intended outcomes. This is because some programs fail to include certain key components. A good schedule is among the components that should be included in a training program (“The Components of an Effective”, n.d). The establishment of ground rules is another critical component. The availability of the required materials is yet another component that should constitute training programs for employees (“The Components of an Effective”, n.d). A good training program should also be based on the best practices to ensure effectiveness. Sustainability, learning opportunities, proper facilitation and an understanding of the audience are other components that organizations need to include in their training programs (“The Components of an Effective”, n.d).
Promoting professional development
It is the desire of almost all employees to progress in their professional life. There are some measures that employers can institute to promote the professional development of their employees. Providing education is among these (Kenan, 2015). There are some organizations that facilitate the education of their employees by offering time off and paying the tuition and other related fees. Such organizations are keen on enhancing the skills of their employees. Connecting employees to influential players in the field is another measure for promoting professional development. Employers may encourage their employees to take part in such events as seminars where they are able to develop connections and gain deeper insights into their industry.
Components of employee performance counseling and disciplinary action
Effective managers seek to enhance the welfare of their employees. Employee performance counseling is one of the measures that these managers rely on. There are a number of components that constitute effective counseling programs. The identification of the problem ailing an employee is one of these components (Werner & DeSimone, 2011). Education is another component and it is concerned with providing information regarding the problem and its solutions. Referral is yet another component of employee performance counseling. Treatment and follow-up are the other components of the counseling programs that managers need to adopt (Werner & DeSimone, 2011). Effective managers combine counseling with disciplinary action to enhance the performance of their employees. Fairness, proper procedure and proper representation are some of the basic components of disciplinary action (“Discipline and Grievance”, n.d). These components allow managers to minimize damage while enhancing the performance and character of their employees.
Conclusion
All organizations strive towards success. While there are many that are able to achieve this goal, there are others which fail perennially. Healthcare providers are among the organizations that grapple with failure. Patients are the ultimate losers as they are denied access to quality care. There is need for healthcare organizations to continually improve the quality of care that they deliver. This will go a long way in ensuring that patients enjoy access to care of the best quality. Performance and productivity improvement are some of the measures that the providers can institute as they seek to improve the quality of care. These measures have been shown to be effective and should therefore be embraced by all medical facilities that desire to be more effective in the provision of medical services.
References
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Kenan, D. (2015). Innovative Professional Development Methods and Strategies for STEM Education. Hershey, PA: IGI Global.
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Moseley, G. B. (2009). Managing Health Care Business Strategy. Jones & Bartlett Publishing.
Mumford, D. M., & Frese, M. (2015). The Psychology of Planning in Organizations: Research and Applications. London: Routledge.
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Werner, J. M., & DeSimone, R. L. (2011). Human Resource Development. Boston: Cengage Learning.
