1. Useful Quality Improvement Tools The Quality Academy Tutorial 14

2. 2 Learning Objectives: You Will Learn About… Tools for understanding processes (e.g., flowcharts) Tools to analyze and display data (e.g., run charts, histograms) Tools to organize ideas (e.g., cause-and-effect diagrams) Learning Objectives

3. 3 Tips for Viewing This Presentation Skip to other slides in the presentation Read along with the narrator Search for keywords in the presentation Play, rewind and fast forward Review current slide View full screen Tips for Viewing

4. 4 Key Question What tools can help my HIV care program analyze information and make decisions? Key Question

5. 5 A Picture is Worth a Thousand Words Tools for Understanding Processes

6. 6 Understanding Processes Processes are the object of our quality effort Improving quality means improving processes Flowcharts

7. 7 Types of Processes in Health Care Flowcharts Patient flow Information flow Material flowClinical practice

8. 8 Flowcharts to Understand Processes A flowchart is a picture of the steps of a process to: Understand the process Identify potential sources of problems Outline the ideal process steps Enable communications with others Flowcharts

9. 9 Creating a Flowchart 1.Agree on use and level of detail 2.Define starting and ending points 3.Document each step 4.Follow each branch to the end 5.Review the chart 6.Assign action items to fill in blanks and verify accuracy Flowcharts

10. 10 Most Commonly Used Flowchart Symbols Activity Terminator Decision Wait symbol Connecting lines A Page connector Flowcharts

11. 11 Is This an Efficient Process? Patient arrives at front desk Patient in system? Staff asks patient to provide information Staff asks name, searches data- base for file Staff asks patient to be seated Patient waits Nurse takes patient to exam room Yes No Flowcharts

12. 12 Non-Real Work “The additional steps we do because everything in the process is not perfect.” Flowcharts

13. 13 Tips for Success Get the right people in the room Drive out fear! Use Post-it™ notes Capture improvement ideas as you go Record the major steps in one meeting Carefully review the flowchart Flowcharts

14. 14 Be Aware… Drawing intricately detailed flowcharts can exhaust the quality improvement team’s time, energy and resources! Flowcharts

15. 15 Creating a good flowchart is the most important thing a quality improvement team can do. This is where a quality improvement team should start its work, and it should continue to work on the flowchart until it is accurate, complete, comprehensive and detailed. Test Question Flowcharts A) True B) False

16. 16 Which of the following statements is NOT correct? Test Question Flowcharts A) It is important to use information that is based on fact and not anecdote. B) It is best to involve those who are part of the process. C) You can either use flowcharts to identify potential problem steps or outline the ideal process flow. D) The beginning and end points in a flowchart are not critical.

17. 17 Analyzing and Displaying Data Run charts Histograms Pareto diagrams Analyzing & Displaying Data

18. 18 Run Chart Analyzing & Displaying Data

19. 19 Creating a Run Chart 1.Horizontal axis = time 2.Vertical axis = performance 3.Plot and connect data points 4.If useful, add average, median, performance goal or improvement activities Analyzing & Displaying Data

20. 20 What Are We Looking For? Variation Trends Performance against a goal Analyzing & Displaying Data

21. 21 Histograms Show Us… …the pattern of the distribution in a set of data: Number of days for follow-up GYN appointment Source: Institute for Healthcare Improvement Analyzing & Displaying Data

22. 22 Constructing a Histogram Horizontal axis = continuous variable (often time, also size, weight, age) Vertical axis = frequency Count how many fall into each category Analyze and develop explanations for the pattern Analyzing & Displaying Data

23. 23 Which Patterns Matter? Analyzing & Displaying Data

24. 24 What the Patterns Tell Us Bell-shaped: normal Double-peaked: two of something Skewed: why the long tail? Analyzing & Displaying Data Truncated: why the abrupt end? Plateau: ill-defined process

25. 25 What’s our Pattern Here? Number of days for follow-up GYN appointment Source: Institute for Healthcare Improvement Analyzing & Displaying Data

26. 26 The Pareto Principle “Whenever a number of individual factors contribute to some overall effect, relatively few of those items account for the bulk of the effect” Identifying these “vital few” helps make our improvement work effective and efficient Analyzing Data

27. 27Analyzing Data

28. 28 Constructing a Pareto Diagram Gather data on the contributing factors Create histogram with the various factors, from largest to smallest Calculate the cumulative percentages Construct another vertical percentage graph Connect a line starting from the top of the tallest bar Analyzing & Displaying Data

29. 29 My QI team wants to see how often we meet our performance goal. Which data display tool should we use? Test Question Analyzing & Displaying Data A) Run chart B) Histogram C) Both will work

30. 30 Organizing “Theories of Cause” Process problems are caused by: Methods Materials Equipment Environment People Cause-and-Effect Diagrams

31. 31 The Cause-and-Effect Diagram Organizes and displays theories about causal factors Allows constructive use of anecdotes Encourages a balanced view Demonstrates complexity of the problem Cause-and-Effect Diagrams

32. 32 Source: Institute for Healthcare Improvement Possible Causes of Delayed Test Results Cause-and-Effect Diagrams

33. 33 Constructing a Cause-and-Effect Diagram Write down the effect Decide on major areas Brainstorm possible causes Ask “why?” 3 to 5 times When ideas run low, ask for “just one more” Check for logic, completeness and balance Cause-and-Effect Diagrams

34. 34 Be Aware… Broad problem statements can lead to vague or unnecessarily complex cause-and- effect diagrams. Cause-and-Effect Diagrams

35. 35 Have the Diagram, Now What? Need to test the theories On to your quality improvement work! Cause-and-Effect Diagrams

36. 36 Choose the best "effect" statement: Test Question A) GYN follow-up appointments take a long time B) 65% of GYN follow-up appointments take two weeks or more C) Many GYN follow-up appointments happen within two days, why don't they all? D) GYN appointments don't take place on the weekends

37. 37 Key Points Flowcharts help you understand processes Run charts, histograms and Pareto diagrams help you understand the variation in your data Cause-and-effect diagrams help you gather and display theories about causes of problems Key Points

38. 38 Resources Paul Plsek’s teaching manual for “Methods and Tools of Quality Improvement,” a course sponsored by the National Demonstration Project on Quality Improvement in Health Care, helped inform this Tutorial. Berwick, Donald M. et. al., Curing Health Care: New Strategies for Quality Improvement, San Francisco: Jossey-Bass, 1990. See especially Resource B: A Primer on Quality Improvement Tools (pp. 177-219). Instructions for these and other tools are available on the website of the Institute for Healthcare Improvement, http://www.ihi.org/IHI/Topics/Improvement/ImprovementMethods/ Tools/ http://www.ihi.org/IHI/Topics/Improvement/ImprovementMethods/ Tools/ Resources

39. 39 Please Rate This Tutorial By Indicating How Your Response To The Following Statements. Was this Tutorial helpful to you? Did this Tutorial meet your expectations and goals? Was the Tutorial clearly organized and easy to use? Would you recommend this Tutorial to colleagues of yours? Yes, a lot Yes, a little NeutralNo, not very muchNo, not at all Submit Evaluation

40. 40 Related Tutorials To learn more about the importance of processes, study Tutorial 12 To learn more about run charts and variation, study Tutorial 7 To learn more about bar charts and Pareto diagrams, study Tutorial 10 To learn more about PDSA, study Tutorial 13 To learn more about creating graphs, study Statistics 101 and Making Graphs in Microsoft Excel Related Tutorials

41. 41 The Quality Academy For further information, contact: National Quality Center New York State Dept. of Health 90 Church Street, 13 th floor New York, NY 10007-2919 Work: 212.417.4730 Fax: 212.417.4684 Email: Info@NationalQualityCenter.org Info@NationalQualityCenter.org Or visit us online at NationalQualityCenter.org NationalQualityCenter.org In Closing