1. SHOPS is funded by the U.S. Agency for International Development. Abt Associates leads the project in collaboration with Banyan Global Jhpiego Marie Stopes International Monitor Group O’Hanlon Health Consulting Business for Health Business Skills for Private Medical Practices Module 13: Ensure Quality at Every Stage of a Patient’s Experience

2. A Quick Start Welcome! While you are waiting for the class to begin, please take the Pre-Test and make sure your name is on it before you hand it to the facilitator. While you are waiting for the class to begin, please take the Pre-Test and make sure your name is on it before you hand it to the facilitator. Thank you!. 2Business Skills for Private Medical Practices

3. Agenda Welcome Reconstruction of a Patient Consultation Analysis of a Patient Consultation in Your Practice Quality Assurance and Improvement Summary and Evaluation Close 3Business Skills for Private Medical Practices

4. Learning Objectives During this session, you will: 1.Review the three different types of quality issues; 2.reconstruct and review every step related to a typical patient consultation in your practice; 4Business Skills for Private Medical Practices

5. Learning Objectives 3.determine how well your practice currently handles every step of a patient consultation; 4.describe the quality improvement cycle: Plan-Do-Check-Act (PDCA); 5.plan how to use the data from the incident reports and the PDCA cycle to improve the quality of services; 5Business Skills for Private Medical Practices

6. Learning Objectives 6.conduct a root cause analysis; 7.summarize quality assurance and improvement techniques you can use in your practice; 8.discuss the next step; and 9.state your key take-away from this session. 6Business Skills for Private Medical Practices

7. Always follow your national clinical guidelines and protocols Business Skills for Private Medical Practices7

8. Introduction You will have 1 minute to introduce yourself: 1.Your name 2.Your position 3.Your business 4. How long you have been in business 8Business Skills for Private Medical Practices

9. What are the Quality Issues? Clinical Fiscal Clinical FiscalAdministrative 9Business Skills for Private Medical Practices

10. Reconstruction of a Patient Consultation Business Skills for Private Medical Practices 10

11. Reconstruction of the Steps Related to a Patient Consultation Every Step (before, during and after the consultation) 1 Adminis. 2 Fiscal 3 Clinica l 4 Rate Your Practice 5 YesNo 1. The patient calls to make an appointment 11Business Skills for Private Medical Practices

12. Analysis of a Patient Consultation in Your Practice Business Skills for Private Medical Practices 12

13. How a Patient Consultation is Handled in Your Practice Is It Good Enough For Your Mother? Rate Your Practice 5 YesNo 13Business Skills for Private Medical Practices

14. Problem Steps That are NOT Good Enough for Your Mother Problem StepAdministrative, Fiscal, or Clinical? Priority 14Business Skills for Private Medical Practices

15. Quality Assurance and Improvement Business Skills for Private Medical Practices 15

16. The Plan-Do-Check-Act (PDCA) Cycle 16Business Skills for Private Medical Practices 1. Plan: Identify and analyze the problem 4. Act: Implement the improved solution fully 3. Check: Measure the test solution’s effectiveness 2. Do: Develop and test a potential solution

17. Plan 1.Identify exactly what your problem is 1.Draw together any other information you need that will help you start to identify a solution: How What Where When Why Business Skills for Private Medical Practices17

18. Do 1.Generate possible solutions 1.Select the best of these solutions 2.Implement and test a pilot program on a small scale basis Business Skills for Private Medical Practices18

19. Check 1.Measure how effective the pilot solution has been 1.Gather anything learned from it that could make it even better 2.Possibly do revised “Do” and “Check” phases Business Skills for Private Medical Practices19

20. Act 1.Fully implement your solution 2.Loop back to the Plan Phase 3.Seek out further areas for improvement Business Skills for Private Medical Practices20

21. Using Data from Incident Reports to Improve Quality of Service 1.Select one of the “data” from incident reports 1.Describe how you would improve quality of services by following the Plan-Do-Check-Act cycle Business Skills for Private Medical Practices21

22. Conducting a Root Cause Analysis Business Skills for Private Medical Practices22

23. Using PDCA to Improve Quality of Service  Incident of concern ______________  Plan: How would you analyze the problem?  Do: What would you do to develop and test a potential solution? Business Skills for Private Medical Practices23

24. Using PDCA to Improve Quality of Service  Check: How would you measure how effective the test solution is? How would you analyze it to see whether it could be improved in any way?  Act: What would you do to fully implement the improved solution? Business Skills for Private Medical Practices24

25. Good Enough for Your Mother? This is a relay race! Business Skills for Private Medical Practices25 GOODENOUGHGOODENOUGH FORYOURMOTHERFORYOURMOTHER ABCDEfABCDEf

26. Summary and Evaluation Business Skills for Private Medical Practices 26

27. Evaluation Sheet 27Business Skills for Private Medical Practices

28. The Next Step 1.Use the Plan-Do-Check-Act Cycle to investigate and propose solutions to incidents that are reported. 2.Implement those solutions to improve your practice’s quality of services. 28Business Skills for Private Medical Practices

29. The Next Step 3.As a clinician leader in your area, identify how these quality improvement techniques could be used in the larger public primary care clinics or in hospitals where you may practice. 29Business Skills for Private Medical Practices

30. Let’s See How Much You’ve Learned Please take the Post-Test. We will compare it to your Pre-Test to see how much you’ve learned in this session. Thank you. Business Skills for Private Medical Practices30

31. My Key Take-Away 31Business Skills for Private Medical Practices