title: Using a process action team to improve patient education.
abstract: To develop an effective, coordinated, and integrated process for patient education in primary care, the Department of Veterans Affairs, Western New York Healthcare System, launched a process action team. The interdisciplinary team utilized a variety of methods, including flowcharts, cause-and-effect diagrams, and variance matrices. The team developed, implemented, and analyzed a data collection plan involving chart reviews, staff interviews, and patient-staff surveys. An improvement plan was initiated in collaboration with staff. The results highlight the importance of using a data collection plan to understand the causes of problems as well as the need for staff involvement.
authors.forename: B A
authors.initials: BA
authors.lastname: Leisner
authors.forename: L M
authors.initials: LM
authors.lastname: Schroeder
authors.forename: J J
authors.initials: JJ
authors.lastname: Gillick
authors.forename: S E
authors.initials: SE
authors.lastname: Miller
mesh_terms: D004496:Education, Continuing; D006787:Hospitals, Veterans / Q000592:standards; D006801:Humans; D008332:Management Quality Circles; D009518:New York; D009937:Organizational Objectives; D010353:Patient Education as Topic / Q000592:standards*; D017064:Process Assessment, Health Care; D012985:Software Design; D011795:Surveys and Questionnaires; D013597:Systems Analysis; D017749:Total Quality Management / Q000458:organization & administration*