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Quality Health Care : A Guide to Developing and Using Indicators - Robert C. Lloyd

Quality Health Care

A Guide to Developing and Using Indicators

Hardcover Published: 26th March 2004
ISBN: 9780763748050
Number Of Pages: 343

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Written by an internationally-recognized expert in the field of quality management, this book will serve as your guide for planning and implementing a successful quality measurement program in your healthcare facility. It begins by presenting an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most. Youa (TM)ll also learn how to select and define indicators to collect data and how to organize data into a dashboard that can provide feedback on your progress toward quality measurement. Finally, this book shows you how to analyze your data by detailing how variation lives in your data, and whether this variation is acceptable. Case studies are provided to demonstrate how quality measurement can be applied to clinical as well as operational aspects of healthcare delivery.


Chapter 1. Setting the Context
A Brief Review of Healthcare Reform
The Growing Concern over Service
Defining Continuous Quality Improvement

Chapter 2. Measuring the Voice of the Customer
It All Starts with Listening
Creating a Service Excellence Culture
Who Are Your Customers?
Defining Key Quality Characteristics
Listening Three Times
Understanding the Tools
Combining VOC Data with the VOP

Chapter 3. Indicator Selection and Development
Measurement Roadblocks
The Quality Measurement Roadmap
Types of Indicators
Selecting a Specific Indicator
Developing Operational Definitions
Developing Data Collection Plans
Case Study: Transcription Turnaround Time
The Indicator Development Form

Chapter 4. Organizing Indicators into Strategic Dashboards
Evolution of the Strategic Dashboard
Focusing on the Vital Few
The Role of Benchmarking
A Comment on the 'New' Business Management Strategies

Chapter 5. Tapping the Knowledge that Hides in Data
Data Versus Information
Research for Efficacy
Research for Effectiveness and Efficiency
The Debate is Silly
Static Versus Dynamic Approaches to Data Analysis
Case Study: The Monday Morning Dilemma

Chapter 6. Overcoming Numerical Illiteracy
Understanding Variation
Common and Special Causes of Variation
What Is a Run Chart?
What Is a Control Chart?
Deciding which Control Chart to Use
Variables Charts
Attributes Charts
Deciding if a Special Cause is Present
Making Appropriate Management Decisions

Chapter 7. Applying Quality Measurement Principles
Case Study #1: Predicting a Cardiovascular Event
Case Study #2: Sampling Central Line Infections
Case Study #3: Sampling Medicare Insurance Audits
Case Study #4: Tracking Patient Falls
Case Study #5: Pressure Ulcer Prevention
Case Study #6: Evaluating Staffing Effectiveness
Case Study #7: To Flash or Not to Flash--That Is the Question?
Case Study #8: Clarifying the Operational Definition of Readmission
Case Study #9: Managing a Breast Cancer Patient's Coumadin Levels
Case Study #10: Group B Streptococcus in Pregnant Women
Case Study #11: Emergency Department Fast Track
Case Study #12: Tracking Patient Complaints
Case Study #13: Reducing Ventilator Associated Pneumonia
Case Study #14: Pain Management for Hip and Knee Replacement Patients

Chapter 8. Connecting the Dots
Understanding the Dots
Personal Transformation
Organizational Transformation
Societal Transformation

ISBN: 9780763748050
ISBN-10: 0763748056
Audience: General
Format: Hardcover
Language: English
Number Of Pages: 343
Published: 26th March 2004
Publisher: Jones and Bartlett Publishers, Inc
Country of Publication: US
Dimensions (cm): 22.86 x 15.24  x 2.54
Weight (kg): 0.61
Edition Number: 1
Edition Type: New edition

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