CQI Project Assignment - Leadership and Management

Project Name: Productivity Plan

Oversight Committee: Shelley Braithwaite CHT, Co-CEO & Sarah Layton CHT, Co-CEO
Start date: July 1, 2020

Hand in Hand Inc. is an outpatient hand therapy clinic located in

Layton, Utah, that has been providing quality care to individuals with
UE impairments along the Wasatch front for ten years.

Situation/Problem Statement (explain how the problem is impacting the

organization or why it is important to make the improvement, internal drivers,
external drivers, see page 238)

In the past ten years, Hand in Hand has accumulated a steady and growing patient
caseload due to successful marketing and outreach to local hospitals and UE
surgeons. The company’s success has resulted in staff growth with a treatment
team consisting of 3 CHT’s and 2 OTA’s. Hand in Hand is experiencing growth in
patients but, recently, has seen a decrease in the number of patients seen each
day, which is impacting company profits. The cause of the problem has been
identified as low staff productivity due to a lack of time efficiency.

Hand in Hand has an ample number of patients, but these patients are not being
seen as frequently as needed. In the past, each OT treated 16 to 18 patients a day
(patient every 30 minutes with an hour-long lunch and documentation time).
However, now they are treating 8 to 9 patients a day (patient every hour).

To improve productivity, Co-CEO’s developed the following plan:

● Within a year, increase the number of patients seen monthly for monthly
productivity of at least 75%.
○ Improve patient scheduling through the use of a front
office/secretary
○ Reintroduction of scheduling patient every 30 minutes instead of
hourly
● Ensure a supportive work environment by maintaining (breaks, necessary
supplies, supporting and providing opportunities for CE, and positive
environment)
● Ensure continued quality and client-centered care.
Key Metrics (A bulleted list of outcome measures relevant to your project, include
the name of the measure and the purpose. Is the measure structural, process,
outcomes, pt experience, or composite)

Productivity Plan Measure: Process Measure

Measure productivity by having each OT fill out an excel spreadsheet at the end of each
week stating the number of seen patients, no-shows, cancelation, etc. The excel sheet
would include a formula to measure productivity as a way to keep each OT accountable
for their own productivity. View Appendix A

Work Experience Measurement Scale: Process Measure

To ensure the productivity plan does not negatively impact work-life and Hand in Hand
continues to be a positive work environment, employees will complete the Work
Experience Measurement Scale. The scale will be completed monthly for the first six
months of plan implementation and then quarterly. The measure will be administered by
paper and pencil.
View second submitted document

The Consumer Assessment of Healthcare Providers and Systems (CAHPS):

Patient Experience Measure
To ensure the productivity plan does not negatively impact the patient experience or
quality of care, patients will complete the CAHPS at initial evaluation and every fourth
visit. The receptionist will administer the measure via paper and pencil at every fourth
visit.

Project Team Members (state titles like

OT team lead, clinical coordinator,
manager, OT, PT, SLP, OTA, etc.)

Co-CEOs: ● Development of the productivity

Shelley Braithwaite and Sarah Layton plan
● Educating and training staff in the
productivity plan and use of
measures
● Analyzing data at determined
dates
● Conducting monthly staff meeting
about the progress of the plan and
any changes

Receptionist: ● Administer the CAHPS to patients

every 4 visits (paper and pencil)
 ● Scheduling

CHTs (3) & OTAs (2) ● Increase the efficiency of patient

services
● Fill out and submit the productivity
excel sheet each week
● Continue to provide client-centered
and quality care

Project Timeline

MM/DD/YY Milestone

07/01/2020 Develop new productivity plan

07/08/2020 Implementation of productivity plan

-Staff meeting to educate about the productivity plan and use of

measures

08/01/2020 1st monthly review: Increase therapist productivity by 5%

09/01/2020 2nd Review: Increase therapist productivity by 5% for a 10%

increase since the implementation.

10/01/2020 3rd Review: Increase therapist productivity by 5% for a 15%

increase since the implementation.

-Compile the first 3 months of data and assess the productivity

plan’s effectiveness and make necessary changes.

10/08/2020 Implement any new changes to productivity plan

11/01/2020 4th Review: Increase therapist productivity by 5% for a 20%

increase since the implementation.

12/31/2020 5th Review: Increase therapist productivity by 5% for a 25%

increase since the implementation.

01/4/2021 Start of semi-annual reviews and maintain 75% productivity (if met)
-If 75% of productivity is not met, continue with a monthly increase
of 5% until achieved.
 -Compile the data and assess the productivity plan’s effectiveness
and make necessary changes.

01/11/2021 Implement any new changes to productivity plan

-Continue with the plan until 07/2021

07/2021 Compile the data and assess the productivity plan’s effectiveness
and make necessary changes for implementation for the next year.

Appendix A: Productivity Excel Document

Weekly Productivity

Date: Monday – Tuesday - Wednesday – Thursday – Friday –

MM/DD/YY MM/DD/YY MM/DD/YY MM/DD/YY MM/DD/YY

Treated Clients

Cancelation

No shows

Re-schedules

Weekly Totals

Productivity xx%
Productivity
Plan
by
Shelley Braithwaite
Sarah Layton
The Problem
Hand in Hand Inc. is an outpatient hand therapy clinic
located in Layton, Utah, that has been providing quality care
to individuals with UE impairments along the Wasatch front
for 10 years.

● Hand in Hand is experiencing growth in patients but,

recently, has seen a decrease in the number of patients
seen each day, which is impacting company profits.

● The cause of the problem has been identified as low

staff productivity due to a lack of time efficiency.
Productivity Plan
To improve Hand In Hand productivity, Co-CEO’s developed the following plan:

● Within a year, increase the number of patients seen monthly for a monthly productivity of
at least 75%.
○ Improve patient scheduling through the use of a front office/receptionist
○ Reintroduction of scheduling patient every 30 minutes instead of hourly

● Ensure a supportive work environment by maintaining (breaks, necessary supplies,

supporting and providing opportunities for CE, and positive environment)

● Ensure continued quality and client-centered care.

 Measures
Productivity Plan Measure: Process Measure

● Each CHT and OTA will fill out and email

the excel spreadsheet to Co-CEOs by the
end of each week

● This is a way to keep each OT accountable

for their own productivity and aware of
their individual progress toward the
achievement of the productivity plan
Measures Continued
Work Experience Measurement Scale: Process Measure

● Employees will complete the Work Experience

Measurement Scale monthly for the first six months of plan
implementation and then quarterly
● To ensure the productivity plan does not negatively impact
work-life and Hand in Hand continues to be a positive work
environment

The Consumer Assessment of Healthcare Providers and Systems

(CAHPS): Patient Experience Measure

● Patients will complete the CAHPS at every fourth visit. The

receptionist will administer the measure via paper and
pencil with any other paperwork prior scheduled
appointment
● To ensure the productivity plan does not negatively impact
the patient experience or quality of care
 Co-CEOs: ● Development of the

Team Leads
Shelley Braithwaite and Sarah Layton productivity plan
● Educating and training staff in
the productivity plan and use
of measures
● Analyzing data at determined
dates
● Conducting monthly staff
meeting about the progress of
the plan and any changes

Receptionist: ● Administer the CAHPS to

patients every 4 visits (paper
and pencil)
● Scheduling 30 min appt.

CHTs (3) & OTAs (2) ● Increase the efficiency of

patient services
● Fill out and submit the
productivity excel sheet each
week
● Continue to provide
client-centered and quality
care
Project Timeline
Project Timeline

MM/DD/YY Milestone

07/01/2020 Develop new productivity plan

07/08/2020 Implementation of productivity plan

-Staff meeting to educate about the productivity plan and use of

measures

08/01/2020 1st monthly review: Increase therapist productivity by 5%

09/01/2020 2nd Review: Increase therapist productivity by 5% for a 10%

increase since the implementation.

10/01/2020 3rd Review: Increase therapist productivity by 5% for a 15%

increase since the implementation.

-Compile the first 3 months of data and assess the productivity

plan’s effectiveness and make necessary changes.

10/08/2020 Implement any new changes to productivity plan

Timeline Continued
11/01/2020 4th Review: Increase therapist productivity by 5% for a 20% increase
since the implementation.

12/31/2020 5th Review: Increase therapist productivity by 5% for a 25% increase

since the implementation.

01/4/2021 Start of semi-annual reviews and maintain 75% productivity (if met)
-If 75% of productivity is not met continue with a monthly increase of 5%
until met.

-Compile the data and assess the productivity plan’s effectiveness and
make necessary changes.

01/11/2021 Implement any new changes to productivity plan

-Continue with the plan until 07/2021

07/2021 Compile the data and assess the productivity plan’s effectiveness and
make necessary changes for implementation for the next year.
Questions?