1. Learning to Use the Define the Problem Tool
Performance Improvement Module 1
Contributors:
Joanne Grega
Dorothy Kelly-Flynn
Nancy O’Hare
Prepared by Clinical Services Development 2/2015

2. Course Agenda Item Time Introduction 5 minutes
Learning to Use the Define the Problem Tool
15 minutes
Sharing of Examples
Question and Answer
Define Measure Analyze Improve Control

3. What is the Define the Problem Tool and how is it used?
Definition: The Define the Problem Tool creates a 2-3 sentence summary of a problem that has been identified, observed or referred for solution/improvement.
Use: The Define the Problem Tool is used to help focus attention on the core or most important aspects to determine project scope.
Define Measure Analyze Improve Control

4. Define the Problem Tool Template
Questions
Answers
1. What kinds of challenges exist in the process?
2. What kinds of delays exist?
3. What kinds of inefficiencies exist?
4. How is it known that the process is working well?
5. How is it known that the process is not working well?
6. What could be improved in the process?
7. What is the biggest or most impactful aspect of the problem?
Problem Statement (2-3 sentences summarizing the above)
The problem is…
Define Measure Analyze Improve Control

5. Clinical Example
A clinical service has gotten very busy lately. Patient care takes longer due to more complicated diagnoses. Patients are often waiting to be transported to have tests. Occasionally there are emergency add on cases which may have to be seen before the more routine cases. There are some tests which require patient preparation (for instance taking a medicine or a contrast agent). When the testing service is ready for a patient, a call is made. Often the staff member is put on hold, has to leave a message or must call back several times. The patient may not be ready. There is a new electronic scheduling system which staff are getting used to. This system will reduce the need for paper forms previously in use.
Define Measure Analyze Improve Control

6. Define the Problem Tool Template – Clinical Example
Questions
Answers
1. What kinds of challenges exist in the process?
Patients are waiting.
2. What kinds of delays exist?
Multiples phone calls must be made.
3. What kinds of inefficiencies exist?
Difficulty connecting with a staff member directly.
4. How is it known that the process is working well?
Patient is ready, staff members talk to make plans.
5. How is it known that the process is not working well?
Wait times increase. Paper forms are still in use.
6. What could be improved in the process?
Greater use of the electronic systems, process for moving patients once ready for a test.
7. What is the biggest or most impactful aspect of the problem?
Patient and staff satisfaction
Problem Statement (2-3 sentences summarizing the above)
The problem is…patients are waiting for tests and there is a reliance on phone calls and paper systems in order for tests to happen.
Define Measure Analyze Improve Control

7. Administrative Example
An office receives clinical and business information over and the fax machine. Duplicates copies are often received. There are also instances when information is not received. In this case a phone call must be made. Oftentimes a live person does not answer the phone and so messages must be left. Phone tag ensues frequently with multiple requests and messages left in both offices (the sending office and the receiving office). When received, relevant information is placed in a folder and some information is entered into a computer system. Information must be collected in time for procedures, visits and clinical services to be performed for patients.
Define Measure Analyze Improve Control

8. Define the Problem Tool Template – Administrative Example
Questions
Answers
1. What kinds of challenges exist in the process?
Multiple copies, no copies. Phone calls must be made.
2. What kinds of delays exist?
Phone tag and voic messages.
3. What kinds of inefficiencies exist?
Have to re-request the same information.
4. How is it known that the process is working well?
Information is received in time and placed in a folder.
5. How is it known that the process is not working well?
Missing information, incomplete patient folder.
6. What could be improved in the process?
Streamline the process of sending and receiving information.
7. What is the biggest or most impactful aspect of the problem?
Information is not ready for patient procedures, visits and clinical services.
Problem Statement (2-3 sentences summarizing the above)
The problem is…patient information is not received in a timely manner requiring repetitive attempts to gather it.
Define Measure Analyze Improve Control

9. Question and Answer
Define Measure Analyze Improve Control