1. Management Quality - Achieving Excellence in Allied Health Profession’s Services Management Quality Matrix Dr Robert Jones Head of Therapy Services Directorate East Sussex Hospitals NHS Trust Introduction If quality and excellence are to be at the heart of service provision and the goals which AHP managers strive to achieve for their services, it is essential to be able to measure performance. In order to determine whether we are achieving management quality, it is necessary to establish whether there is alignment between performance, strategy, vision and desired outcomes. We have designed our Management Quality Matrix (MQM) for the purpose of evaluating a wide range of performance parameters. The Matrix was developed in the context of management quality and strategy drawing on a range of concepts such as Performance management ‘Lean’ Six Sigma Balanced Scorecard ‘Dashboards’ TQM Benefits Realisation Fiona Jenkins Executive Director of Therapies and Healthcare Scientists, Cardiff and Vale University Health Board References Jones, R. Jenkins, F. – Chapter 13, Managing Money, Measurement and Marketing for the Allied Health Professions. Radcliffe Publishing Ltd 2010 Jenkins, F. Jones, R. – Chapter 1, Key Tools and Techniques in the Management and Leadership of the Allied Health Professions. Radcliffe Publishing Ltd. 2011 The Six Dimensions The Matrix comprises fourteen standards each incorporating several components broadly reflecting the six dimensions of management quality: Communication Participation Employee development Measurement Delegation Integration The evaluation can be used for performance management as a useful measure to ensure understanding of true performance and as a comparison through time for continuous improvement as well as internal benchmarking. It may also be used for supporting the management process as an ad hoc service review ‘tool’. The Matrix incorporates 14 key Standards for managing AHP services, each being sub-divided into components which make up specific management quality sections within it. 1.Strategy 2.Patient and Service User experience 3.Clinical excellence 4.Finance 5.Information and metrics 6.Activity 7.Staff resource effectiveness 8.Staff management and development 9.Service improvement and re-design 10.Leadership and management development 11.Risk management 12.Corporate governance 13.Communications and marketing 14.Key performance indicators ComponentEvaluationComment 2.1Does your service use patient safety data to benchmark its service to patients? –If yes, can you evidence where you have used this to improve services YesNo 2.2Do you actively encourage views from patients about services provided? –How is this done, eg. Surveys, focus groups? YesNo 2.3Are compliments monitored within your service and action plans put in place as appropriate? –Detail how learning is disseminated YesNo 2.4Are complaints monitored within your service? –Detail any action plans put in place YesNo 2.5Do all staff collect patient outcome data? –What outcomes are measured? % 2.6Is patient outcome data analysed? % 2.7Do you have a procedure for offering patient chaperones? YesNo 2.8Do you actively involve patients in informed decision-making about their care? –How do you monitor this? YesNo 2.9Do you have agreed, evidence-based, protocols and pathways in use? –If yes, please detail YesNo 2.10Is there a mechanism in place to ensure compliance with NICE (National Institute for Health and Clinical Excellence) guidelines? YesNo 2.11Do you undertake environmental audits in patient treatment areas? YesNo 2.12Does your service have a quality monitoring programme for the production and review of patient information leaflets? –List the leaflets you have updated in the last year YesNo 2.13Do you have a website that the public can access information about your services? YesNo 2.14Do you monitor waiting times, and put action plans in place as necessary? YesNo Standard summary and action Standard 2 - Patient and service user experience Patients’ views and experiences are actively sought and incorporated into service re-design. The 14 AHP Management Quality Standards An example of a Standard and the measurement matrix including components and evaluation scoring framework.and incorporated into service re-design.