Jennifer C. Lovejoy, Ph.D. & Andrew Roberts Session 17: Monitoring, Quality Assurance, and Improvement 09/14/2011
Jan 17, 2016
Jennifer C. Lovejoy, Ph.D. & Andrew Roberts
Session 17: Monitoring, Quality Assurance, and Improvement
09/14/2011
Quality Assurance - Definition
• In the health care field, “quality assurance” is a pledge to the public that you will work toward the goal of an optimal achievable degree of excellence in the services rendered to every patient.
• Having a formal quality assurance process is important if you want to provide consistent, excellent results.
Quality Assurance
Quality Assurance: Step 1
• The QA process is cyclical and on-going
• Development of quality metrics is the first step– What do you want to
measure?– Why do you want to
measure it?
Quality Assurance: Metrics
• Metrics will differ from quitline to quitline• Avoid the temptation to add too many metrics• Some ideas:
– Call center data (e.g. call time, % calls answered in 60 sec)– Outcomes metrics (e.g. quit rate)– Engagement metrics (e.g. % calls completed)– Staff performance– Satisfaction/Complaints– Safety and Health Events– Materials fulfillment (if applicable)
Quality Assurance: Step 2
• Capture Data– How are you going to
collect metrics data?– How can you get all the
data in a central location so all stakeholders can review?
Quality Assurance: Step 3
• Analysis and Review– Who is going to analyze
the data?– How often are you going
to analyze it?– How will you get
consensus on areas that need follow up and improvement
Quality Assurance: Step 4
• Corrective Actions– Who is responsible for
corrective actions?– What is the process for
follow up?– What sort of reports do
you need?
Quality Assurance
• By having a written, formal quality assurance process and repeating the quality cycle, you can be assured that your service is meeting high standards and driving customer satisfaction.
Identify the impact of training or training needs
Identify employee performance to reward or correct
To satisfy customers and stakeholders*
*Stakeholders: People or groups who are invested or interested in something
What would happen if we did
not watch?
Definitions
“Participant” “Specialist” “Stakeholder”
Which is Quality?
A or B
Developing a Call Monitoring Process
1. Know your customers and your product
2. Identify your quality stakeholders
3. Define quality in meaningful terms to stakeholders
4. Organize quality terms into groups
5. Set performance standards
6. Apply standards consistently while listening
Step 2: Quality Stakeholders
Client Services
ClinicalTeam
Product
Service Delivery
Quality Standards
Step 3: Define Call Quality Terms
What are your customers or participants expecting from a Specialist?
What are your stakeholders expecting from a Specialist?
What are your Specialists expecting from themselves?
Decision
Macro or “Big Picture” View Micro View
Decision
WAS this expectation demonstrated?
HOW WELL was this expectation demonstrated?
Binary Continuum
Step 4: Organize Definitions in Groups
Objective Task
Introduce the callSay your name
3 Recommended Groups
Objective
Did the Specialist develop an effective relationship?
Did the Specialist cover all clinical content?
Did the Specialist complete all required documentation?
Step 5: Set Performance Standards
How high to set the bar?
Step 5: Set Performance Standards
What if the Specialist does not clear the bar?What if the Specialist delivers this
instead of this?
Step 6: Listen, Evaluate, and Calibrate
Listening Options
$
$$$
Side-by-side listening
Remote (“service observe”) listening
Handheld “in line” digital or tape recorder
Automated, multi-line digital recording system
Step 7. . .
Repeat
1. Know your customers and your product
2. Identify your quality stakeholders
3. Define quality in terms meaningful to stakeholders
4. Organize quality terms into groups or “buckets”
5. Set performance expectations or standards
6. Apply standards consistently while listening
Repeat
Thank You