New research on making quality systems more useful and effective drivers of high quality care
Many health service staff do not see their organisation's quality system as a useful support for providing good care. So what are we going to do about it? In this new 2017 article, Professor Sandra Leggat from La Trobe University and I report on our research into what makes an effective quality system.
What do health service staff really think about their organisation's quality system? - and what can boards and executives do to make it a driver, rather than a distractor? Read our research findings in the attached pdf article, published in Health Services Management Research, August 2017.
The Strategic Quality System Model
The SQS Model helps boards, executives and clinicians to design and operationalise their strategic vision for great care for every consumer, every time by clearly identifying:
Watch this video for an overview of the SQS Model, learn how to implement it in my 'Create a Great Quality System' Book, and contact us if you think it would help you to create, monitor and manage the care you want to provide for every consumer.
Read testimonials from individuals and organisations on how the SQS inspired and supported them to pursue great care with their consumers here.
SQS in Action
Western Health, a large multi-campus teaching health service in western Melbourne, implemented the Strategic Quality System to bring all their good improvement work together, identify their gaps and focus more completely on their consumers. Here's an overview of their progress a year later.
See poster attached; and watch a video of the CEO discussing their progress.
The Quality System Maturity Scale
Where is your organisation on The Quality System Maturity Scale? Use my scale to start a conversation about the health and effectiveness of your current quality system - and to plan how you'll evolve it to create even better care and experiences for consumers.
The Will and Skill Change Model
Change is an ongoing challenge in the world of creating quality care. But too often, change doesn't work, or doesn't stick, and you're back to square one having wasted time, energy and resources for little gain - and annoyed a whole lot of people in the process! This is because we usually focus on the project management side of change - the tasks required for things to be done differently - and forget that people also need to make a mindset change in order to support the change to be successfully implemented. I developed the 'Will and Skill' change model to address both of these key change components in one change process.
The six achievements of an effective quality system.
Checklist for a hard working quality system.
Quality systems can and should do so much more for health, aged and community services than they do. Why? Partly this is becuase many boards and executives don't understand the potential of their quality system, and how it must be running like a well oiled machine to drive great consumer care and experiences within complex environments.
Click on the pdf below for the six acheivements - and the corresponding components required to make them a reality in your organisation.
Characteristics of high performing health services 2016
How does yours stack up?
Creating Great Care in Complex Systems Resource List
Helpful information for creating safety and quality in complex systems
Amalberti, R, Vincent, C, Auroy, Y and de Saint Maurice G (2006) Violations and Migrations in Health Care: A Framework for Understanding and Management. Qual Saf Health Care. December 15 (Suppl 1):i66–i71. (Accessed November 2010)
Balding C (2015) Leading a strategic quality governance system online course.
Balding C (2012) '5 Essential Skills for 21st Century Quality Managers.' InTech Open Access
Balding C (2011) The Strategic Quality Manager: A Handbook for Navigating Quality Roles in Health and Aged Care. Arcade Custom, Melbourne. Available as a handbook or ebook from: www.cathybalding.com
Dekker S (2011) Drift Into Failure – From Hunting Broken Components to Understanding Complex Systems. Ashgate Publishing Company, UK
Flin R, O’Connor P, Crichton M (2008) Safety at the Sharp End – A Guide to Non-Technical Skills. Ashgate Publishing, UK
Lillrank P, Liukko M (2004) Standard, routine and non-routine processes in healthcare. International Journal of Health Care Quality Assurance; 2004; 17, 1; ABI/INFORM Global pg. 39
Meadows DH (2008) Thinking in Systems – A Primer. Sustainability Institute, USA
NHS (2016) Developing people, Improving care. a national framework for action on improvement and leadership development in NHS funded services. NHS, UK.
NZ Health Quality and Safety Commission (2016) From knowledge to action: a framework for building qulaity and safety capability in the NZ health system. (Health Q&S Commission, NZ.
Plsek P, Wilson T (2001) Complexity Leadership and Management in Healthcare Organisations. BMJ, 323, no.7315, pp. 746–49
Weick KE, Sutcliffe KM (2007) Managing the Unexpected. John Wiley and Sons Inc, USA
Five Favourite Change for Improvement Books
My Five Favourite ‘Incredibly Useful Change for Improvement’ Books
These are my current ‘go-to’ books for understanding and making change for improvement in complex organisations. They live in the real world and are full of useful explanation, practical solutions and tools for making process and culture change a reality.
Byham, W (1993) Zapp! Empowerment in Health Care. Fawcett, USA.
Connors R, Smith T (2011) Change the culture, Change the game. Penguin Books, New York, USA.
Heath D & C (2011) Switch: How To Change Things, When Change is Hard. Random House Business Books, USA.
Kotter J (2014) Accelerate: Building Strategic Agility for a Faster-Moving World. Harvard Business Review Press, USA.
Lencioni P (2012) The Advantage: Why Organizational Health Trumps Everything Else in Business. Jossey-Bass, USA.
Handy Links- The Scottish Quality Strategy is a great example of a strategic quality framework in action. - The ACSQHC Guide for Boards is an excellent overview of key board quality governance responsibilities, including examples and checklists. - The Qualityworks' Report for The Australian Safety and Quality Commission on issues for small rural hospitals with implementing the national safety and quality standards. - Catch up with my 2012 book chapter, which lays out the 5 skills that quality managers will need over the next decade: Cathy Balding (2012). Five Essential Skills for 21st Century Quality Professionals in Health and Human Service Organisations, in Savsar M (ed.) Quality Assurance and Management, InTech, ISBN: 978-953-51-0378-3. - Over the last year, the QIPP Safe Care coalition and over 100 NHS provider organisations have tested a pilot programme called ‘Safety Express’ to reduce harm from pressure ulcers, falls, urinary catheters and VTE. - The Health Foundation is an independent charity working to continuously improve the quality of healthcare in the UK. It aims to develop the technical skills, leadership, capacity, knowledge, and the will for change, that are essential for real and lasting improvement. - Change Champions & Associates is an Australian change management organisation that delivers high quality seminars and Master Classes in the health, education and government sectors. The organisation is committed to facilitating networking, information exchange and encouraging innovation.