Implementing Change and Evaluating Data · 2/11/2016 12 “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you

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Implementing Change and Evaluating DataChris Espersen

Life at a CHC

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Learning from others’ fails…

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Planned change…

…unexpected change

Photo from the Des Moines Register

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Changing organization

Updated Organizational Chart

#1 Mindfulness

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#2 Patience

#3 Kindness

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Magic 3• Mindfulness

• Patience

• Kindness

+ planning!

Adding meaning to data collection

1. What do you mean, do I feel safe in my home? (DV screening)

2. You can’t see me until when?? (Third next available appointment)

3. Can’t I just go to the hospital? (Patients not recently seen)

4. Why does is say I have asthma? I never had asthma?? (Up to date problem list)

5. Why do you want to know how much I make? (Income status unknown)

6. Can my baby hear me? Do they have a fatal disorder?(Newborn screening)

7. I thought the dr told me I should get a mammogram?(Referrals on admin hold)

8. Is there something in my lungs? (Radiology orders in process)

9. Does it take that long to process my blood? It’s been 2 months?? (lab orders in process)

10. Who is my doctor?? (Empanelment)

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Accountability/Competency Tools

Too much data…

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Make data fun

Back up your data!

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Make data relevant

Validation

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Triangulation

60%

65%

70%

75%

80%

85%

90%

95%

100%

QTR 4

2010

QTR 4

2011

QTR 2

2012

QTR 4

2012

QTR 2

2013

QTR 4

2013

QTR 2

2014

QTR 4

2014

QTR 2

2015

I get called back quickly

Patient Satisfaction Data

Phone note chart audit

Staff questionnaire on phone note

process

Resources – Change Management• Switch: How to Change Things When Change Is Hard Chip Heath Dan

Heath February 16, 2010

• The Goal: A Process of Ongoing Improvement by Eliyahu M. Goldratt

• HBR's 10 Must Reads on Change Management (including featured article “Leading Change,” by John P. Kotter)

• Good to Great: Why Some Companies Make the Leap...And Others Don't Jim Collins

• Change Management: The People Side of Change Jeffrey Hiatt Timothy Creasey

• I Wish You Would Just Todd McDonald Kyndra Wilson

• Mindfulness Ellen J Langer

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Resources - Data• Measuring Quality Improvement in Healthcare: A Guide to Statistical

Process Control Applications, Raymond G. Carey. (2001).

• The Six Sigma Way Team Fieldbook, Peter Pande, Robert Neuman, & Roland Cavanagh. (2002).

• http://www.bphc.hrsa.gov/datareporting/reporting/index.html

• http://www.ahrq.gov/research/index.html

• http://www.cdc.gov/datastatistics/index.html

• http://www.ihi.org/resources/Pages/Measures/default.aspx

Resources – HRSA HITEQ

• HRSA funded National Cooperative Agreement to JSI, Westat, and AHP

• 18 months: 9/3/15 – 6/30/17

• Three strategies Develop and Disseminate Tools to Improve EHR Data Quality

Technical Assistance and Training

Promising Practices in HIE and HIT

• Your input!

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“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel” – Maya Angelou

“Without her motivation I wouldn’t have come this far”

“If it hadn’t been for Dr. Kathleen BriteI don’t think I would have survived today. She has not only been someone who is a friend, but someone who is very caring. The whole office has been very supportive and caring.”

Thank you!

[email protected]