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A comprehensive overview of key concepts in change management, leadership, and quality improvement within the healthcare context. It explores various change catalysts, leadership styles, and quality improvement methodologies like pdsa, lean, 6 sigma, and tqm. The document also delves into the role of patient and family advisors (pfas) and the importance of patient-centered care. It further examines human-centered design (hcd), experience-based design (ebd), and shared decision-making (sdm) as approaches to enhance patient experience. The document concludes with a discussion on the benefits and limitations of technology solutions in healthcare.
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5 change catalysts (readiness) - ✔✔1. burning platform/significant threats 2.external restructuring
passion to be better (in relation to change catalysts) - ✔✔adopted PFCC model & approach new PFAC implementation change agents vs change recipients - ✔✔before change can be made, leaders must address resistances to gain buy-in, try: - ✔✔encourage meaningful participation communication training emphasize benefits provide emotional support review negative consequences **key elements for successful/sustained change (apply them): - ✔✔DEFROST: establish urgency create leaders (guiding coalition) develop vision & strategy communicate vision INTRODUCE: empower broad-based action (introduce/get rid of obstacles) generate short-term win consolidate gains & produce more change GROUNDS: anchor new approaches (reward/recognize)
Purpose of PDSA/PDCA - ✔✔what are we trying to influence in real world, scientific method, see how it works on small scale Purpose of Lean - ✔✔remove waste 8 types of waste: (give examples) - ✔✔defects overproduction transportation waiting inventory motion processing human potential Purpose of 6 Sigma - ✔✔streamlining operations, improving quality, eliminating defects 6 Sigma contains DMAIC (associated with HRO) - ✔✔Define Measure Analyze Improve Control
TQM (total quality mngmt) focuses on - ✔✔long term quality improvement (managmement) customer satisfaction (process centered ~ not people blaming) Outcome Measures defined - ✔✔what happened (death, financial, readmissions, average BP of all pts in Oct) Process Measures defined - ✔✔specific steps that lead to an outcome (tracking throughout, % of pts) PFA (Pt & Fam Advisors) role - ✔✔received care, offer insights & input to help organizations role of a PFA - ✔✔consumer, feedback, partner, co-designer PFA benefits to organizations - ✔✔+ provides effective method of receiving/responding to patient needs
design thinking healthcare based on - ✔✔exploring & deeply understanding lived experience of end- user ethnography defined - ✔✔core elements: shadowing, interviews, focus groups EBD (experience based design) - ✔✔focuses on improving experience DOES require pt, families staff present when designing solutions experience mapping/journey mapping primary purpose: - ✔✔use emotional language when walking through experience ~ to understand flow, processes, communication or overall experience EBCD (experience based co-design) intention - ✔✔develop simple solutions that offer better experience (helps staff learn/understand emotional pain or touchpoints, why & how) SDM (shared decision making) defined - ✔✔ties together quality, experience & partnership (takes into account pt values & preferences) results of SDM (shared decision making) - ✔✔better outcomes (adherence to plan) better expereince (needs valued & feel heard) 5 phases of patient engagement framework: - ✔✔1. inform me (website. 1-directional)