Jennifer C. Lovejoy, Ph.D. & Andrew Roberts

1. Jennifer C. Lovejoy, Ph.D. & Andrew Roberts Session 17: Monitoring, Quality Assurance, and Improvement 09/14/2011

2. Quality Assurance - Definition • In the health care field, “quality assurance” is a pledge to the public that you will work toward the goal of an optimal achievable degree of excellence in the services rendered to every patient. • Having a formal quality assurance process is important if you want to provide consistent, excellent results.

3. Quality Assurance

4. Quality Assurance: Step 1 • The QA process is cyclical and on-going • Development of quality metrics is the first step • What do you want to measure? • Why do you want to measure it?

5. Quality Assurance: Metrics • Metrics will differ from quitline to quitline • Avoid the temptation to add too many metrics • Some ideas: • Call center data (e.g. call time, % calls answered in 60 sec) • Outcomes metrics (e.g. quit rate) • Engagement metrics (e.g. % calls completed) • Staff performance • Satisfaction/Complaints • Safety and Health Events • Materials fulfillment (if applicable)

6. Quality Assurance: Step 2 • Capture Data • How are you going to collect metrics data? • How can you get all the data in a central location so all stakeholders can review?

7. Quality Assurance: Step 3 • Analysis and Review • Who is going to analyze the data? • How often are you going to analyze it? • How will you get consensus on areas that need follow up and improvement

8. Quality Assurance: Step 4 • Corrective Actions • Who is responsible for corrective actions? • What is the process for follow up? • What sort of reports do you need?

9. Quality Assurance • By having a written, formal quality assurance process and repeating the quality cycle, you can be assured that your service is meeting high standards and driving customer satisfaction.

10. What would happen if we did not watch? Identify the impact of training or training needs Identify employee performance to reward or correct To satisfy customers and stakeholders* *Stakeholders: People or groups who are invested or interested in something

11. Definitions “Participant” “Specialist” “Stakeholder”

12. Which is Quality? A or B

13. Developing a Call Monitoring Process • Know your customers and your product • Identify your quality stakeholders • Define quality in meaningful terms to stakeholders • Organize quality terms into groups • Set performance standards • Apply standards consistently while listening

14. Step 2: Quality Stakeholders Client Services Product Clinical Team Service Delivery Quality Standards

15. Step 3: Define Call Quality Terms What are your customers or participants expecting from a Specialist? What are your stakeholders expecting from a Specialist? What are your Specialists expecting from themselves?

16. Decision Macro or “Big Picture” View Micro View

17. Decision Binary Continuum WAS this expectation demonstrated? HOW WELL was this expectation demonstrated?

18. Step 4: Organize Definitions in Groups Introduce the call Say your name Objective Task

19. 3 Recommended Groups Did the Specialist develop an effective relationship? Did the Specialist cover all clinical content? Did the Specialist complete all required documentation? Objective

20. Step 5: Set Performance Standards How high to set the bar?

21. Step 5: Set Performance Standards What if the Specialist does not clear the bar? What if the Specialist delivers this instead of this?

22. Step 6: Listen, Evaluate, and Calibrate

23. Listening Options $ $$$ Side-by-side listening Remote (“service observe”) listening Handheld “in line” digital or tape recorder Automated, multi-line digital recording system

24. Step 7. . . Repeat Know your customers and your product Identify your quality stakeholders Define quality in terms meaningful to stakeholders Organize quality terms into groups or “buckets” Set performance expectations or standards Apply standards consistently while listening Repeat

25. Thank You