Low quality of services offered at the rehabilitation center has created a great concern among workers both on the rehabilitation floor and the nurses on the second floor (medical discipline) where medically compromised patients are treated. Lack of proper communication between medical workers and the therapists causes delay in the services offered to the patients, especially at the rehab discipline, which, in turn, reduced billing charges at the rehab - a phenomenon that raised a lot of concern from the CEO. Similarly, patients have also complained about the delay of therapy services as claimed by Mrs. Kirk. Due to destabilization in the quality of services offered by the workers, intervention measures are needed to reverse the trend. As a matter of fact, the number of patients is likely to decrease, and a good number of workers are likely to be rendered jobless. I was therefore given the mandate to lead a quality improvement (QI) team.
Quality Improvement Plan
The QI team will focus majorly on the Rehab and the medical disciplines owing to the fact that the former is heavily affected by the delay of services offered at the medical discipline. The team will study the nature of the services offered to the patients in regard to the time spent by each patient on the medical floor, which is of great concern to the therapists like Karen, who wastes much time waiting for patients at the rehab facility. In order to effectively gather both qualitative and quantitative data for the process, we will use questionnaires to collect the data. Through Questionnaires, we will be in a position to ask both structured and unstructured questions. The questionnaires will be given to at least 2 workers per department and 15 patients to maximize on the accuracy of the data.
There are various performance improvement models used in health care such as Data-Attitude-Tools (Brown and Remenyi, 2004). But in this project we will use DMAIC (Define, Measure, Analyze, Improve and Control), which is called the Six Sigma Improvement Model (Lighter, 2011).
The project is to be carried out by professionals who understand the operations of the institution and the background of the problem. The team will comprise Betsy, who manages the HIM department, 2 physical therapists including Karen, 2 occupational therapists, 2 speech therapists, 3 nurses from the medical discipline and the clinical social worker at the rehab. Betsy will guide the team on which information will be gathered thus avoiding redundancy. Karen, nurses and other therapists who are adversely affected by this problem of delay will help the team gather relevant information about the problem. The clinical social worker will help in collecting information from the patients. Thus a combined effort and a good working relationship between members of the team, support from the administration in terms of funds and willingness of other staff to provide the necessary information will contribute to the much needed success of the project.
The data gathered will be analyzed using Statistical Program for Social Sciences (SPSS), after which the data will be presented in the form of tables, charts and graphs followed by the interpretation of the outcome.
Quality improvement is inevitable in any organization as it gives patients and even to their relatives who care about them the hope of quick recovery. The disappointment from the services offered in the organization is evident when Mrs. Kirk called the CEO to inquire why her husband wasn’t getting his full rehab sessions and was threatened to find another rehab centre. Hence, the quality improvement in the rehab and the medical discipline is very necessary to secure future operations of the organization. Therefore, the findings and the recommendation made by the team, if adopted, should ensure QI services. In order to proceed with the QI services, all the staff should accept their responsibility and carry them out within the stipulated time.