Janet H. Davis Helene DesRuisseaux Judy Coy

1

Key Strategies to Maximize Quality Performance
in Your Compliance Program

• Janet H. DavisHelene DesRuisseauxJudy Coy

2
Highlights

• Quality performance strategies from business
• Specific quality techniques for hospital and
  physician practices
• Implications for your compliance programs

3
W. Edwards Deming

• THE QUALITY OBJECTIVE
• Getting the job done right the first time through
  
• pride in craftsmanship,
• excellent training and
• an unwillingness to tolerate delay, defects and
  mistakes

4
Key Quality Principles

• Customer Focus
• Employee Involvement
• Benchmarking

5
Customer Service

• Every activity should be analyzed to determine if
  it contributes to meeting customer needs and
  expectations

6
Employee Involvement

• Employee participation is the cornerstone of
  process improvement
• Ensure that all employees understand their
  efforts in quality

• Quality Improvement Teams
• Quality Circles

7
Unique Employees

• Professional model
• High quality work is an inculcated value
• Professional peer review

8
Benchmarking

• Takes a measurement against a reference point

9
The Benchmarking Process

• In 1979 first successfully implemented at Xerox
  Corporation

• Evaluate your operations, products, service
• Identify weaknesses
• Find the gold medalists and follow their leads

10
The Gold Medalists

• Agency for Healthcare Research and Quality Online
  www.ahcpr.gov
• American Society of Quality www.asq.org
• Baldridge National Quality Program
  www.quality.nist.gov

11
Successful Benchmarking

• Wholehearted commitment
• Resources including time and money
• Solid understanding of your operations
• Share information with partners
• Integration to set new goals and standards
• Dedication to continuous improvement

12
Major Barriers

• Middle management unsure of role
• Teams tackle insignificant problems with
  insufficient support

• Results of QI not shared broadly
• Pace of improvement glacially slow
• Lack of feedback and rewards for efforts

13
Quality Processes

• Visit Your Mission Statement
• Visit Your Vision Statement
• Do They Reflect?
• Valuing People
• Measuring Effectiveness
• Understanding Stakeholder Needs