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Performance Improvement in Hospitals and Health Systems: Managing Analytics and Quality in Healthcare, 2nd Edition James R. Langabeer Ii
Performance Improvement in Hospitals and Health Systems: Managing Analytics and Quality in Healthcare, 2nd Edition James R. Langabeer Ii
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Performance Improvement in
Hospitals and Health Systems
Managing Analytics and Quality in Healthcare
2nd Edition
Performance Improvement in
Hospitals and Health Systems
Managing Analytics and Quality in Healthcare
2nd Edition
By
James R. Langabeer II, MBA, PhD
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway NW, Suite 300
Boca Raton, FL 33487-2742
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Acknowledgments���������������������������������������������������������������������������� ix
About the Editor........................................................................................xi
About the Contributors.......................................................................... xiii
Introduction................................................................................... xvii
vii
viii ◾ Contents
ix
About the Editor
xi
About the Contributors
Kim Brant-Lucich is the information services (IS) site director for Little
Company of Mary Medical Center in Southbay, California, Providence Health
xiii
xiv ◾ About the Contributors
xvii
xviii ◾ Introduction
the majority of his or her time to making things better, not just maintaining
the status quo, is really a performance improvement professional.
Since the field of quality management and performance improvement is
expanding rapidly, it is difficult (or impossible) to find any one expert in the
area who understands the theory and practice of all the methods used by
leading health systems. So, I turned to several colleagues and recognized
experts in this area for help. In this book, we have assembled multiple indi-
viduals who have extensive practical and scholarly knowledge around these
topics. These experts share their methods, results, and best practices. All of
them have spent multiple years in a hospital or health organization leading
change, as well as in providing scholarly research in an academic setting.
Each of these authors brings his or her own unique experience and perspec-
tive to these topics, and the book is much more comprehensive as a result.
I asked the authors to write on the topics they are most interested in or pas-
sionate about.
This book should be useful in classrooms, but it is not intended to
be theoretical in nature. I hope it is applied, practical, and actionable.
Healthcare organizations have a long way to go to master their process
workflows, information and management systems, and overall performance.
It is my expectation that this book will significantly advance this discussion
by providing valuable insights into what practitioners are doing to control
and improve their environments.
This book is written for all those in health systems who are charged with
not just maintaining the status quo, but delivering results. Executives, admin-
istrators, managers, analysts, physicians, nurses, and pharmacists all will
benefit from better understanding process and performance improvement.
I think this is a timely and relevant book, as hospitals, clinics, and systems
begin or continue their improvement journey. I hope the chapters in this
book contribute to that outcome.
QUALITY AND I
PERFORMANCE IN
HEALTH
In the first two chapters, we explore the theories and concepts underly-
ing performance improvement. Chapter 1 provides a very in-depth discus-
sion of quality and quality management. Quality pioneers and theories are
described, along with the various perspectives on quality in healthcare.
Chapter 2 describes the link between strategy and operational effective-
ness, and provides a framework for performance management. It is impor-
tant to note that the term performance means different things to different
people, depending on your perspective and the setting. In the retail indus-
try, a customer might consider performance to be the quality of the product
she is buying, while the retail executives might view it as return on assets
or same-store year-over-year sales growth. In healthcare, performance is a
broad and complicated topic. A provider might look at safety or process of
care measures, while administrators and the board of trustees might define
performance in financial terms. Analysts should know that quality and per-
formance management is multidimensional, and is defined by clinical, qual-
ity, financial, and strategic dimensions. Before we try to improve, we need to
know which area we are focusing on.
Chapter 1
Contents
Introduction.........................................................................................................4
Quality.................................................................................................................4
Quality Management...........................................................................................7
Core Components of Quality Management.......................................................9
Planning, Improvement, and Control...............................................................11
Need for Healthcare Improvement...................................................................12
Performance Improvement...............................................................................13
Summary............................................................................................................16
Key Terms..........................................................................................................16
Discussion Questions........................................................................................16
References..........................................................................................................16
3
4 ◾ Performance Improvement in Hospitals and Health Systems
Introduction
Quality is defined both internally (did we meet specifications?) and
externally (did our customers and patients receive the value they expected?).
Quality management philosophy guides all performance improvement for
an organization. Performance improvement is essentially about changing
results for an organization, whether it is a clinic, hospital, surgical cen-
ter, health department, insurance company, or healthcare delivery system.
Implied in this are changes to both the inputs and the process that produce
those outcomes. There is generally ambiguity about definitions and dif-
ferences between process improvement, performance improvement, and
quality improvement, and many other terms. In this chapter, we review the
theories and concepts underlying quality management and performance
improvement.
Quality
Remember, just a few years back, when the American car industry was
heading toward disaster? Quality—in the eyes of the consumers who pur-
chased and drove these vehicles—was gauged to be extremely low and sales
declined to such a point that countries such as Japan and Germany were
thought to be the only places to find quality. Some U.S. carmakers had even
declared bankruptcy. The competitiveness of American car manufacturers
was limited. But then the American car industry rebounded and now tops
many of the consumer quality ratings for different car types. At the same
time, other countries, such as South Korea, have also emerged as leaders.
What happened? Changes in design, manufacturing, and service. In short,
process and quality improvement allowed companies to focus on consumer
needs.
Similarly, the healthcare industry is trying to rebound from its own
crisis. The landmark report by the National Academy of Medicine (for-
merly the Institute of Medicine), called To Err Is Human, helped to create
a national awareness of the significant quality and safety issue surround-
ing health (Kohn et al., 2000). The report estimated that between 44,000
and 98,000 people die every year from preventable accidents and errors in
hospitals. The combined costs of these deaths and other quality issues alone
could amount to up to $29 billion each year.
Quality and Quality Management ◾ 5
the precise meaning of quality (Reeves and Bednar, 1994). Quality can be
defined by multiple dimensions, including the following:
Quality Management
Quality management is a management philosophy focused on systematically
improving performance and processes (Deming, 1986; Dean and Bowen,
1994). Quality management is necessary to guide business and clinical
performance improvement, and to achieve organizational competitiveness.
Competitiveness is the ability of an organization to provide goods and ser-
vices that are superior to those of rivals, and produce value for customers
and long-term sustainability. If done correctly, this involves assumptions
and principles that flow through the organization, resulting in changes to
culture and beliefs in the leadership and employees. Culture refers to the
core values and beliefs shared by all employees and management in an
8 ◾ Performance Improvement in Hospitals and Health Systems
Strategy
Culture and Customer Methods/
and Quality
teamwork focus Tool Kit
leadership
Hetken kuluttua hän kuuli paljaiden jalkojen ääntä, tyttö tuli telttaan
ja katseli häntä vaieten.
— Niin on, sanoi Sanders hiljaa, — meidän täytyy tutkia tämä asia.
— Ja hän antoi merkin palata leirille.
Matkalla hän kysyi varovasti, oliko kersantti puhellut Mlinon
kanssa.
— Mikä mies?
Mlino nauroi.
Sanders kuljeskeli kylän katua juuri kun aurinko oli puiden latvain
tasalla ja pitkät varjot lankesivat keltaisesta valovirrasta.
Kylä oli autio ja hiljainen, mikä oli paha merkki ja kertoi yöllisistä
juomingeista. Sanders käveli, kunnes tuli neuvottelumajan edessä
olevalle aukealle, jossa sammuneen tulen mustat kekäleet hiljalleen
savusivat.
Se alkoi Pikkujoella.
Siellä oli isisiläinen nainen, joka vihasi miestään, vaikka tämä oli
hyvä puoliso, rakensi hänelle majan ja pani vanhemman vaimon
palvelemaan häntä. Mies antoi hänelle monta lahjaa, muun muassa
messinkisen kaularenkaan, joka painoi monta naulaa ja saattoi hänet
kadehdittavimmaksi naiseksi Isisi-joen varrella. Mutta naisen viha
miestä, kohtaan oli leppymätön; ja eräänä aamuna hän tuli
majastaan näyttäen säikähtyneeltä ja pelokkaalta, ja alkoi vapisevin
äänin laulaa kuolemanlaulua konemaisesti ajaen päähänsä pieniä
kourallisia multaa, ja kyläläiset menivät majaan ja löysivät miehen
jäykkänä ja tuijottavana, tuskanirvistys kuolleilla kasvoillaan ja
helvetin tuskat silmissään.
Kahden päivän kuluessa he hautasivat hänet Keskijoelle; ja kun
ruumista kuljettava kanootti katosi näkyvistä joen mutkaan, niin
nainen astui veteen ja huuhtoi mullan ruumiiltaan ja riisti surulehvät
vyöltään.
— Herra, sanoi mies, — hän kuoli tautiin. Illalla hän oli terve, mutta
aamun pimeänä hetkenä hän kääntyi unessaan sanoen :ah, oh! ja
heti hän kuoli.
*****