Healthcare Quality Management: A Case Study Approach is the first comprehensive case-based text combining essential quality management knowledge with real-world scenarios. With in-depth healthcare quality management case studies, tools, activities, and discussion questions, the text helps build the competencies needed to succeed in quality management. Written in an easy-to-read style, Part One of the textbook introduces students to the fundamentals of quality management, including history, culture, and different quality management philosophies, such as Lean and Six Sigma. Part One additionally explains the A3 problem-solving template used to follow the Plan-Do-Study-Act (PDSA) or Define, Measure, Analyze, Improve, and Control (DMAIC) cycles, that guides your completion of the problem-solving exercises found in Part Two. The bulk of the textbook includes realistic and engaging case studies featuring common quality management problems encountered in a variety of healthcare settings. The case studies feature engaging scenarios, descriptions, opinions, charts, and data, covering such contemporary topics as provider burnout, artificial intelligence, the opioid overdose epidemic, among many more. Serving as a powerful replacement to more theory-based quality management textbooks, Healthcare Quality Management provides context to challenging situations encountered by any healthcare manager, including the health administrator, nurse, physician, social worker, or allied health professional.
KEY FEATURES:
Innehållsförteckning
Preface
Acknowledgments
List of Audio Podcast Interviews
PART ONE: FOUNDATIONAL PRINCIPLES IN QUALITY MANAGEMENT
1. The Challenge
2. The Innovators
3. The Mindset
4. The Culture
5. The Casebook
6. The Template
PART TWO: CASES IN HEALTHCARE QUALITY MANAGEMENT
Process Improvement
Case 1. A Summer Internship Journal
Case 2. Claims Payment Processing
Case 3. Return-to-Work at a Home Healthcare Agency
Case 4. The Ophthalmologist Who Could Not See (The Waste)
Case 5. Building a New IR Suite
Case 6. Emergency Department Heroes
Patient Experience
Case 7. Hurricane Mia Hits the Patient Access Call Center
Case 8. The Cowboy Doctor’s Patient Experience
Case 9. Patient Navigation at the Orthopedic Clinic
Case 10. HCAHPS and the Quiet-at-Night Measure
Case 11. Discharge Phone Calls (En Español)
Case 12. Patient Experience in Home Care
Patient Safety
Case 13. Reducing Patient Falls: The Sleuth Resident
Case 14. Sustaining Hand Hygiene
Case 15. A Warning Letter From the State Regulator
Case 16. Failure-to-Rescue
Case 17. CLIF’s Medication Errors
Case 18. A Mom’s Story of Sepsis
Performance Improvement
Case 19. Operating Room Recovery
Case 20. Opioid Overdoses in the Emergency Department
Case 21. The Lunchroom: Physician Engagement at a PCMH
Case 22. The Fulfillment Affair
Case 23. Composite Quality Score
Case 24. Both/And Thinking in Readmission Prevention
Case 25. Community Collaboration for Suicide Prevention
Appendices
A: Glossary
B: Case Study to Data File Matrix
C: Case Study to Healthcare Setting Matrix
D: Quality Management Tools and Approaches Matrix
E: A3 Problem-Solving Template
Index
Om författaren
Eddie Pérez-Ruberté, MS, is senior Lean project manager at Bay Care Health Systems who leads the deployment of the Lean management system and culture. Eddie is a certified Lean expert and a certified Six Sigma Black Belt from the American Society for Quality. He also helps organizations implement Lean programs through his consulting company, Areito Group. Eddie is an instructor for the Institute of Industrial and Systems Engineers where he teaches Lean and Six Sigma and certifies students in these methodologies at multiple universities and healthcare organizations across the United States.
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