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TABLE OF CONTENTS Dedication Contributors Preface Foreword Acknowledgements PART I - INTRODUCTION Chapter 1 - Defining Quality Improvement Curtis P. McLaughlin and Arnold D. Kaluzny Institutional Improvement Societal Learning Professional Responsibility Rationale and Distinguishing Characteristics Elements of CQI The Past and Future of Health Care Quality Management Emergence of TQM Application to Health Care Organizations Comparing Industrial and Health Care Quality Problems, Challenges, and Quality Issues in Health Care Chapter 2 - Does TQM/CQI Work in Health Care? Curtis P. McLaughlin and Kit N. Simpson Early Lessons from the National Demonstration Project Early Empirical Evidence Other Specific Effects Advantages of CQI Application in Health Care The Big Bang - The Quality Chasm Convergence Third Party Measurement Systems Conclusion PART II - BASICS Chapter 3 - The Outcome Model of Quality Susan I. DesHarnais and Curtis McLaughlin A Conceptual Framework and Definitions of Quality History and Politics in the U.S. of Doing Quality Assessment Using Outcomes Data Risk Adjustment and Benchmarking of Outcome Data Uses of Risk-Adjusted Data Problems with the Aggregation of Different Measures of Adverse Events Professional/Institutional Responses for Addressing Quality Issues Conclusions Chapter 4 - Measurement and Statistical Analysis in CQI Diane L. Kelly and Susan Paul Johnson The Role of Variation in Quality Improvement Measurement and Statistical Analysis Quality Improvement Tools Conclusions Chapter 5 - Measuring Consumer Satisfaction Shulamit L.Bernard and Lucy A. Savitz Defining Consumer Satisfaction Who Is the Consumer? Why Measure Consumer Satisfaction? Measuring Satisfaction Conclusions Chapter 6 - Understanding and Improving Team Effectiveness in Quality Improvement Bruce Fried and William Carpenter Teams in Health Care High-Performance Teams and Quality Improvement Understanding and Improving the Performance of Quality Improvement Teams Resources and Support Team Processes PART III - IMPLEMENTATION Chapter 7 - CQI, Transformation and the "Learning" Organization Vaughn M. Upshaw, Arnold D. Kaluzny and Curtis P. McLaughlin Transforming Health Care Accepting Continuous Improvement Continuous Improvement and Managed Care Getting to Mass Customization The Task Ahead Managing Transformation and Learning Physician Leaders and Transformation Strategies for Learning Conclusions Chapter 8 - Measuring & Assessing Adverse Medical Events to Promote Patient Safety Lucy A. Savitz and Shulamit L. Bernard Defining Safety and Adverse Events Evidence for Safe Practice Adverse Medical Event Monitoring and Detection Tools for Driving Evidence-Based Quality Improvement: The AHRQ PSI'S Conclusion Chapter 9 - The Human Face of Medical Error: Classification and Reduction Joseph Van Matre, Donna Slovensky and Curtis McLaughlin Medical Error Why a Classification System? Representing the Suggested Approach Matching Countermeasures to Error Types Multi-Causation and Cross-Sectional Focus Chapter 10 - Information Management and Technology for CQI Curtis P. McLaughlin and David C. Kibbe Historical Underinvestment in Health Information Technology Information for Organizational Improvements Data Quality Concepts, Issues, and Technologies Information Technology for Interorganizational Quality Efforts and Policies Future Directions and Trends for Information Technologies for CQI PART IV - APPLICATION Chapter 11 - Integrating Approaches to Health Professional Development With Approaches to Improving Patient Care Julie J. Mohr and Paul Batalden Background The Process of Professional Preparation and Development Organizing, Delivering, and Improving Patient Care: Organization- Centered Strategies, Issue-Centered Strategies, and Microsystems-Centered Strategies Conclusion Chapter 12 - Quality Improvement in Primary Care: The Role of Organization, Collaboratives, and Managed Care Leif I. Solberg, Thomas E. Kottke, and Milo L. Brekke Internal Factors: The Care Delivery Organization and QI External Factors: The Care Delivery Organization and QI Quality Improvement Collaboratives IMPROVE: A Test of a Managed Care-Sponsored QIC for Improving Primary Care Preventive Services Delivery Conclusions and Recommendations Chapter 13 - CQI in Contract Research Organizations William A. Sollecito and Kaye H. Fendt Growth of CROs CQI Customer Focus Training and Empowerment Leadership Statistical Process Control/Statistical Thinking Conclusions Chapter 14 - Continuous Quality Improvement in Public Health Organizations Glen P. Mays and Paul K. Halverson Public Health and Quality Improvement Critical Dimensions of Public Health Quality Improvement Initiatives Implementation of Quality Improvement Initiatives in Public Health Quality Improvement and Public Health: Key Implementation Issues Chapter 15 - Inquiring into the Quality and Safety of Care in the Academic Clinical Microsystem Julie J. Mohr, Paul Batalden and Paul Barach Microsystem Theory Improving Quality and Safety Within the Academic Clinical Microsystem Conclusions Chapter 16 - Quality: From Professional Responsibility to Public Policy and Back Again Curtis P. McLaughlin and Arnold D. Kaluzny Political Initiatives Health Care Disintermediation: An Expanding Force The Future: Shifting Roles Conclusion Appendix A - Malcolm Baldrige Award 2004 Health Care Criteria for Performance Excellence PART V - ILLUSTRATION Case 1 - Intermountain Health Care Richard M.J. Bohmer, Amy C. Edmondson and Laura R. Feldman Intermountain Health Care Structure Brent James, MD, M.Stat History of Clinical Care Management at IHC Change Infrastructure Clinical Care Management: Operations Realizing the Benefits of Clinical Management The Long-Term Plan Case Analysis Assignment Questions Case 2 - Quality in Pediatric Subspecialty Care William Sollecito, Peter Margolis, Paul Miles, Robert Perelman, and Richard Colletti Background Components Organizational Structure Collaborative Improvement An Incremental Approach Case Analysis Assignment Questions Case 3 - Community-Based Quality Improvement Efforts in Kingsport, Tennessee Curtis P. McLaughlin and Kit N. Simpson Quality First Community Competition Community Cooperation Other Events Take Over Getting Outside Help Mature Projects The 1999 Situation KAHIP Ends Lessons Learned Case Analysis Assignment Questions Case 4 - West Florida Regional Medical Center Curtis P. McLaughlin The HCA CQI Process Case Analysis Assignment Questions Case 5 - Rex Healthcare and Service Line Teams Curtis P. McLaughlin and Linda C. Jordan Quality at Rex Competition in the Research Triangle History of Quality and Performance Improvement Efforts at Rex Case Analysis Assignment Questions Case 6 - Dr. Johnson, Network Medical Director William Q. Judge and Curtis P. McLaughlin Background Case Analysis Assignment Questions Case 7 - North Carolina Science to Service Project Beth Melcher and Christina Rausch Historical Background The North Carolina Situation North Carolina's Response Project Startup Project Activities General Issues and Observations Staff Conclusions Future Direction Case Analysis Assignment Questions Case 8 - Transforming Health Care: The President's Health Information Technology Plan The Problem: Challenges to the U.S. Health Care System The Solution: Health Information Technology Implementation Strategic Framework Key Actions Private Public Partnership Role of the National Coordinator for Health Information Technology Reports from OPM, DOD, and VA Conclusion Case Analysis Assignment Questions Bibliography List of Sources Index About the Editors
Library of Congress Subject Headings for this publication:
Medical care -- United States -- Quality control.
Total quality management -- United States.
Delivery of Health Care -- organization & administration.
Total Quality Management -- methods.