ABQAURP News
November/December 2014
Quality Conundrums
Process Explains Poor Service—A Quality Conundrum?
Process is supposed to make things better: more efficient, more cost effective, and leading to higher patient/customer satisfaction. Process is the magic bullet for fixing quality and service problems, BUT not if the process is flawed.
Several quality tools focus attention on improving process, including LEAN, Six Sigma, and PDSA (Plan-Do-Study-Act). For organizations that have not mastered quality improvement techniques, “process” may be an excuse, rather than a solution. Beware the trap.
In the same way that health care learns from other industries, maybe others can learn from us.
Examples:
1) A victim of an arson fire submits a claim to his insurer. There is no problem until the client expects to be paid for the claim. There is no disagreement on the coverage of the claim or the amount required, yet the insurer repeatedly misses payment deadlines while incessantly requesting duplicate information, inspections, and interviews. When the victim objects, he is told by his agent that this is the process and therefore acceptable. How expensive was this process in terms of time, stress, and money to the client who had paid for insurance? Where was the value added for anyone?
2) An IT vendor sends out a letter to all of its customers noting that it had experienced unprecedented growth. The CEO appreciates everyone’s understanding, but they will currently be unable to respond to help desk and other client requirements. When a customer points out that this leaves the customer with unmet needs that are being paid for, he is told that he has to wait for a process to be in place; as implementing a new process is part of the vendor’s practice for managing growth. How does this “process” explanation work for the client? Simple: it doesn’t.
In 2001, the Institute of Medicine defined desirable characteristics of a health care system as safe, timely, effective, efficient, equitable, and patient (client) centered. Thirteen years later, how much better would daily life be for all of us if vendors in all fields used these characteristic to design process for us?
Please send inquiries and comments to rwillog@abqaurp.org; please include Quality Column in the subject line. We look forward to your participation in this column.
Please send inquiries and comments to rwillog@abqaurp.org, please include
Quality Column in the subject line.
We look forward to your participation in this column.
IS YOUR MEDICAL EDUCATION ACCREDITED?
ABQAURP welcomes applications for joint sponsorship of educational activities for continuing education credit. ABQAURP accredits a variety of activities, including:
Live Activity
Enduring Material
Journal-based CME
Internet Activity Live
Internet Activity Enduring Material
Performance Improvement
ABQAURP is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to sponsor continuing medical education for physicians and is accredited by the Florida Board of Nursing to sponsor nursing contact hours. As an accredited provider, ABQAURP is here to work with each joint sponsor organization to ensure the accreditation process runs as smoothly as possible. Benefits of working with ABQAURP include: one-on-one assistance, on-site assistance, contact for speakers and commercial supporters, evaluation compilation, one-time mailing list to drive attendance, website placement, and advertising in Patient Safety & Quality Healthcare magazine.
For more information, please call Deborah Naser at (800) 998-6030, ext. 118.
EXHIBIT AND SPONSORSHIP OPPORTUNITIES AVAILABLE!
HIGH QUALITY AND AFFORDABLE CARE THROUGH ACCOUNTABILITY
Whatever your objective, you can accomplish it here! Unlike large mega-meetings with acres of competition, the 38th Annual Health Care Quality and Patient Safety Conference is your opportunity to receive attention from customers in a personal atmosphere where you won’t be overlooked.
Don’t miss this opportunity to network with renowned faculty, health care executives, influential health care decision-makers, and some of Houston’s leading experts discussing these relevant topics:
- Reimbursement for patient engagement
- Framework for successful Accountable Care Organizations
- Value of customer service
- Legal risks of the Medicare Shared Savings Program
- Importance of documentation and implementing ICD-10
- Impact of inadequate behavioral health services
Don’t miss this unique opportunity to demonstrate the value of your products and services outside of today’s crowded marketplace!
Please call (800) 998-6030 for information on sponsorship opportunities.
Health Care Quality and Management (HCQM) Certification
Best of luck to our 2014 HCQM Exam Candidates
as they prepare to sit for this year’s exam!
When deciding on a credential, you want the best, most comprehensive certification that covers the entire health care quality continuum. Choose the provider with the experience that has come to define the field of Health Care Quality and Management.
ABQAURP is pleased to collaborate with the National Board of Medical Examiners® (NBME®) in the administration of the HCQM certification exam. ABQAURP is dedicated to assuring a high quality certification process with definable standards; the NBME involvement reinforces that dedication. Together, we consult on the planning, development, analysis, and scoring of the certification exam, bringing examinees an exam experience based on a vast array of knowledge and expertise.
We are currently accepting applications for the 2015 HCQM exam window.
Early Registration Discount – Take $100 off your Exam Fee by February 28, 2015
Application Deadline: June 30, 2015
Exam Window: August 15 – October 15, 2015
Don’t delay, seating is limited!
“National Board of Medical Examiners®” and “NBME®” are registered trademarks of the National Board of Medical Examiners.
Prepare Now! CORE BODY OF KNOWLEDGE ONLINE COURSE
20 CME/CE Hours!
The journey towards certification begins here. ABQAURP’s HCQM Certification covers an immense scope of content and topics. To aid you in preparation for this exam, we have developed a Core Body of Knowledge course designed to focus on key concepts and elements of HCQM. By utilizing this tool, you will build upon your existing skills and knowledge and possibly discover new content that will enhance your experience in quality health care. Completing this course now will meet the educational requirements for the 2015 exam cycle.
Please call Barbara Morris at: (800) 998-6030, extension 116, or visit our website (www.abqaurp.org) for more information on Certification and preparation.
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ABQAURP wants to recognize members for their achievements in advancing the field of health care quality management and patient safety. Please send your news to ABQAURP by email to feature@abqaurp.org for consideration. |