Using a process action team to improve patient education.
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.
Leisner
B A
BA
Schroeder
L M
LM
Gillick
J J
JJ
Miller
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SE
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*