The healthcare quality book : vision, strategy, and tools

9 Measuring and Improving Patient Experiences of Care, Susan Edgman-Levitan.............................................................183 10 Dashboards and Scorecards: Tools for Creating Alignment, Michael D. Pugh ......................................................................213 11 Patient Safety and Medical Errors, Frances A. Griffin and Carol Haraden..........................................................................241 12 Information Technology Applications for Improved Quality, Richard E. Ward.......................................................................267 13 Leadership for Quality, James L. Reinertsen ............................309 14 Organizational Quality Infrastructure: How Does an Organization Staff Quality? A. Al-Assaf ...................................329 15 Implementing Quality as the Core Organizational Strategy, Scott B. Ransom, Narendra Kini, Michael L. Jones, and Elizabeth R. Ransom................................................................349 16 Implementing Healthcare Quality Improvement: Changing Clinician Behavior, Valerie Weber and John Bulger ..............................................................................371 Part III Environment 17 Medical Malpractice and Medicolegal Implications of Quality, Troyen A. Brennan, Ann Louise Puopolo, John L. McCarthy, Robert Hanscom, and Luke Sato ..............399 18 Accreditation: Its Role in Driving Accountability in Healthcare, Greg Pawlson and Paul Schyve .............................411 19 How Purchasers Select and Pay for Quality, Francois de Brantes ..................................................................435 Appendix 1. Control Chart Formulas ..................................................453 Appendix 2. Comparison Chart Formulas ...........................................459 Appendix 3. Case Studies.....................................................................465 Index....................................................................................................475 About the Authors ...............................................................................491 Academic Foreword, Stephen M. Shortell.............................................xix Executive Foreword, Gail Warden.........................................................xxi Preface .................................................................................................xxiii Acknowledgments ...............................................................................xxvii Part I Science and Knowledge Foundation 1 Healthcare Quality and the Patient, Donald Berwick and Maulik S. Joshi .............................................................................3 Important Reports ........................................................................4 A Focus on the Patient...................................................................6 Lessons Learned in Quality Improvement.......................................7 Case Study...................................................................................17 Conclusion ..................................................................................22 Study Questions ...........................................................................23 References ...................................................................................24 2 Basic Concepts of Healthcare Quality, Leon Wyszewianski .......25 Definition-Related Concepts .......................................................26 Measurement-Related Concepts ...................................................32 Conclusion ..................................................................................39 Study Questions ...........................................................................40 References ...................................................................................40 3 Variation in Medical Practice and Implications for Quality, David J. Ballard, Robert S. Hopkins III, and David Nicewander ......................................................................43 Background and Terminology......................................................43 Scope and Use of Variation in Healthcare....................................47 Clinical and Operational Issues .................................................. Keys to Successful Implementation and Lessons Learned from Failures .............................................................50 Case Study...................................................................................52 Conclusion ..................................................................................54 Study Questions ...........................................................................57 References ...................................................................................58 4 Quality Improvement Systems, Theories, and Tools, Mike Stoecklein ..........................................................................63 Theories, Paradigms, and Assumptions: Foundation of the Iceberg Model ..........................................................................63 Systems and Processes: Middle of the Iceberg Model .......................67 Tools, Methods, and Procedures: Tip of the Iceberg Model..............75 Application of Quality Improvement Science in Healthcare .........80 The First and Second Curves of Healthcare Quality Improvement ...........................................................................82 Case Study: A Second Curve Example .........................................82 Conclusion ..................................................................................84 Study Questions ...........................................................................85 References ...................................................................................85 Part II Organization and Microsystem 5 The Search for a Few Good Indicators, Robert C. Lloyd ..........89 National Indicator Initiatives ....................................................90 The Measurement Challenge ........................................................94 Milestones Along the Quality Measurement Journey .....................95 Conclusion ................................................................................113 Study Questions .........................................................................113 References .................................................................................115 6 Data Collection, John J. Byrnes ...............................................117 Categories of Data: Case Example .............................................117 Considerations in Data Collection.............................................119 Sources of Data .........................................................................121 Case Study in Clinical Reporting..............................................133 Conclusion ................................................................................139 Study Questions .........................................................................140 References .................................................................................142 7 Statistical Tools for Quality Improvement, Kwan Y. Lee, Linda S. Hanold, Rick G. Koss, and Jerod M. Loeb................145 Fundamentals of Performance Measurement .............................145 Control Chart Analysis .............................................................152 Comparison Chart Analysis.......................................................157 Using Data for Performance Improvement................................162 Study Questions .........................................................................165 References .................................................................................165 8 Physician and Provider Profiling, David B. Nash and Adam Evans..............................................................................167 Background and Terminology....................................................167 Scope and Use of Profiling in Healthcare...................................169 Keys to Successful Implementation and Lessons Learned .............175 Case Study ................................................................................178 Study Questions .........................................................................180 References .................................................................................180 9 Measuring and Improving Patient Experiences of Care, Susan Edgman-Levitan.............................................................183 Regulatory and Federal Patient Survey Initiatives....................184 Using Patient Feedback for Quality Improvement .....................186 Scope and Use of Patient Experiences in Healthcare...................193 Keys to Successful Implementation and Lessons Learned.............200 Lessons Learned, or “The Roads Not to Take”.............................203 Case Study ................................................................................207 Conclusion ................................................................................209 Study Questions .........................................................................209 References .................................................................................210 10 Dashboards and Scorecards: Tools for Creating Alignment, Michael D. Pugh ......................................................................213 Background and Terminology....................................................213 Scope and Use of Dashboards and Scorecards in Healthcare .......215 Clinical and Operational Issues ................................................222 Keys to Successful Implementation and Lessons Learned .............227 Case Study: St. Joseph Hospital ..................................................233 Conclusion ................................................................................235 Study Questions .........................................................................236 References .................................................................................240 11 Patient Safety and Medical Errors, Frances A. Griffin and Carol Haraden..........................................................................241 Background and Terminology....................................................241 Scope and Use of Patient Safety Considerations in Healthcare .....245 Clinical and Operational Issues ................................................