Experts estimate that between 30% and 50% of the costs of health care is in the cost of poor quality. The public has sent a clear message to the health care industry about their concern that we may lose sight of the individual patient relationship.
Today, the leaders' work in health care is to transform current systems to better understand and serve the needs of customers, to eliminate unnecessary work, to reduce costs, and to increase value. In order to do this, quality must be the driving strategy. Leaders must recognize and commit to quality as a business imperative.
This book explains to health care leaders, quality professionals, and providers what a commitment to quality means in terms of strategy, communication, and action. It provides a model, strategies, and practical action steps for moving an organization beyond control and compliance to build a quality culture, organizational agAnda, and achieve results.
- Chapters address key quality issues including the following:
- Defining roles and responsibilities of leaders
- Partnering with the customer to define and achieve quality results
- Building a practical quality model
- Using measures for improvement and performance management
- Creating the infrastructure for a quality-driven organization
- Reducing errors and increasing safety
- Case studies of market leaders in quality
About the Author
JULIANNE M. MORATH is system vice president for quality, education, and performance effectiveness for Allina Health System, Minnetonka, Minnesota. She also has administrative responsibility for the oncology program at Abbott Northwestern Hospital and is a member of the executive staff. Ms. Morath has 23 years of experience as a patient care executive. She holds academic appointments at the University of Cincinnati, Brown University, and the University of Minnesota, among others. She has done extensive postgraduate work in organizational leadership. Ms. Morath is a frequent speaker on systems thinking, patient care delivery design, and topics related to quality and organizational learning.
Table of Contents
1. Defining Leadership's Role and Responsibilities.
2. Partnering with the Customer.
3. Reducing Errors and Increasing Safety.
4. Building a Practical Quality Model.
5. Creating the Infrastructure for a Quality-Driven Organization.
6. Making Change Happen.
7. Selecting a Focus and Getting Started.
8. Building an Integrated Quality Measurement and Improvement System.
9. Using Measures for Performance Management.
10. Launching a Quality Initiative: A Case Study.
11. Instilling Pride, Joy, and Meaning in the Work of Health Care.