PERFORMANCE IMPROVEMENT. “What is it and how is it done? “ 2002 Presented by: John F. Neale, DDS, MPH CAPT, USPHS (ret.). Course Outline. Introduction NNMC PI program Process/Outcomes Dimensions/Functions Identifying projects/indicators for your department
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“What is it and how is it done? “
John F. Neale, DDS, MPH
CAPT, USPHS (ret.)
Meeting or exceeding the customer’s expectations the first time and every time
In Healthcare: The degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge
Who are your department’s customers?
Every year there would be:
20,000 prescription errors made
15,000 newborn babies dropped during delivery
32,000 missed heartbeats per person.
Every month there would be:
1 hour of unsafe drinking water
Every week there would be:
500 incorrect surgical procedures performed
Every day there would be:
2 unsafe landing at O’Hare airport
Every hour there would be:
22,000 checks deducted from the wrong bank accounts.
16,000 pieces of mail lost by the US Postal Service
F ind an opportunity for improvement
O rganize a team
C larify the process
U nderstand variations
S elect the improvement
How or where do we find opportunities for improvement?
Break the process down into its component parts or steps in order to better understand how it works and to find areas where the process varies from its purpose.
*Forget to perform a step in a complex process
*Different machines used
weather, shift work
Collect and analyze data on the various steps in the process identified in the previous step to see where problems or inefficiencies occur
Collect and Analyze data to determine the following: