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Tables of Contents for Continuous Quality Improvement in Health Care
Chapter/Section Title
Page #
Page Count
Contributors
xiii
4
Preface
xvii
4
Acknowledgments
xxi
PART I--INTRODUCTION
1
56
Chapter 1 -- Defining Quality Improvement: Past, Present, and Future
3
31
Curtis P. McLaughlin
Arnold D. Kaluzny
Rationale and Distinguishing Characteristics
4
3
Elements of CQI
7
3
The Past and Future of Health Care Quality Management
10
10
Emergence of TQM
20
7
Application to Health Care Organizations
27
2
Comparing Industrial and Health Care Quality
29
1
Problems, Challenges, and Issues in Health Care
30
4
Chapter 2 -- Does TQM/CQI Work in Health Care?
34
23
Curtis P. McLaughlin
Kit N. Simpson
Lessons from the National Demonstration Project
34
1
Empirical Evidence
35
11
Advantages of CQI Application in Health Care
46
3
Quality and Organizational Survival
49
6
Conclusion
55
2
PART II--BASICS
57
112
Chapter 3 -- The Outcome Model of Quality
59
34
Susan I. DesHarnais
Curtis P. McLaughlin
Clinical Quality
59
1
The Politics of Quality Assessment
60
6
Framework for Quality Management
66
18
Institutional Responses
84
8
Conclusion
92
1
Chapter 4 -- Measurement and Statistical Analysis in CQI
93
36
Susan Paul Johnson
Curtis P. McLaughlin
Variation: What Is It and Why Eliminate It?
94
1
Process Capability
95
1
How Does CQI Differ from QA?
96
1
Tools for Quality Improvement
96
32
Conclusion
128
1
Chapter 5 -- Measuring Consumer Satisfaction
129
18
Lucy A. Savitz
Defining Consumer Satisfaction
129
4
Why Measure Consumer Satisfaction?
133
1
Measuring Satisfaction
134
2
Data Capture
136
6
Using Patient Satisfaction Measures
142
4
Conclusion
146
1
Chapter 6 -- Teams at the Core of Continuous Learning
147
22
Peter J. Dean
Rebecca La Vallee
Curtis P. McLaughlin
An Experience of the Stages of Team Building
148
2
Diversity of Team Membership
150
3
Team Characteristics
153
2
Group Roles
155
5
Task
160
1
Team Management
160
2
Organizing the Environment for Teams
162
3
Organizational Learning Skills
165
2
Conclusion
167
2
PART III--IMPLEMENTATION
169
110
Chapter 7 -- CQI, Transformation, and the "Learning" Organization
171
20
Vaughn Upshaw
Arnold D. Kaluzny
Curtis P. McLaughlin
Transforming Health Care
172
2
Continuous Quality Improvement and Managed Care
174
4
Managing Transformation and Learning
178
3
Physician Leaders and Transformation
181
8
Conclusion
189
2
Chapter 8 -- The Process of Implementation
191
17
Lucy R. Fischer
Leif I. Solberg
Thomas E. Kottke
Project IMPROVE
191
4
How Does Change in the Health Care Environment Affect a CQI Process?
195
6
How Does Clinic Organization Influence a QI Process?
201
2
What Is the Impact of a QI Process on Clinic Organization?
203
3
Conclusion
206
2
Chapter 9 -- Information Management and Technology for CQI
208
41
David C. Kibbe
A Framework for CQI Information Management: The Data-to-Decision Cycle
210
8
Data Quality Concepts, Issues, and Technologies
218
10
Information Management Issues, Concepts, and Technologies
228
6
Knowledge Management as the New Frontier for CQI Information Technology
234
8
Information Technology to Improve Decisions Made by Caregivers and Patients
242
5
Conclusion
247
2
Chapter 10 -- Collaborating for Improvement in Health Professions Education
249
17
G. Ross Baker
Sherril Gelmon
Linda Headrick
Marian L. Knapp
Linda Norman
Doris Quinn
Duncan Neuhauser
Integrating Continual Improvement Methods into Higher Education
250
5
Creating an Interdisciplinary Professional Education Collaborative
255
1
A Lesson from the Local Improvement Team Case Studies
256
3
Key Issues in Institutionalizing the Initiative
259
2
Future Challenges
261
5
Chapter 11 -- Why Focus on Health Professional Development?
266
13
Paul B. Batalden
Organization-Centered Strategy
268
4
Issue-Centered Programming
272
2
Professional Development-Based Strategy
274
5
PART IV--APPLICATION
279
152
Chapter 12 -- CQI in Primary Care
281
17
Linda S. Kinsinger
Russell P. Harris
Arnold D. Kaluzny
The Challenge of Change in Primary Care
281
2
Practice Characteristics Affecting CQI
283
1
One Model of CQI in Primary Care: The North Carolina Prescribe for Health Project
284
10
Summary
294
2
The Future of CQI in Primary Care
296
2
Chapter 13 -- CQI IN MANAGED CARE
298
25
Leif I. Solberg
Thomas E. Kottke
Milo L. Brekke
From Cost to Quality: A Managed Care Evolution
299
2
Barriers to Managed Care Use of CQI to Improve Value/Health
301
3
IMPROVE: A Test of Managed Care CQI for Improving the Quality of Primary Care Preventive Services
304
9
Lessons from IMPROVE
313
6
Conclusions and Recommendations
319
4
Chapter 14 -- CQI in Contract Research Organizations
323
37
William A. Sollecito
Growth of CROs
323
6
How CROs Work
329
2
CQI Customer Focus
331
15
Training and Empowerment
346
3
Leadership
349
3
Statistical Process Control/Statistical Thinking
352
7
Conclusion
359
1
Chapter 15 -- CQI in Public Health Organizations
360
44
Glen P. Mays
Theresa Hatzell
Arnold D. Kaluzny
Paul K. Halverson
Critical Dimensions of Public Health Quality Improvement Initiatives
361
12
Implementation of Quality Improvement Initiatives in Public Health
373
28
Quality Improvement and Public Health: Key Implementation Issues
401
3
Chapter 16 -- Applying and Supporting CQI in Academic Health Centers
404
16
Susan I. DesHarnais
Curtis P. McLaughlin
Teaching
404
8
Research
412
3
Patient Care
415
2
Outreach/Access/Population Base
417
2
Conclusion
419
1
Chapter 17 -- CQI and Patient-Centered Care
420
11
David Levy
William Thar
Curtis P. McLaughlin
A Patient-Centered Approach
423
3
Patient-Centered Care for Noncatastrophic Cases
426
2
Conclusion
428
3
PART V--ILLUSTRATION
431
156
Case 1 -- CQI Principles for a Personnel Problem
433
10
Michael McDade
Background
433
8
Case Analysis
441
2
Case 2 -- The Family Practice Center
443
21
David C. Kibbe
Curtis P. McLaughlin
Forming a Team
444
1
Continuity of Care
445
16
Case Analysis
461
3
Case 3 -- Holston Valley Hospital and Medical Center
464
30
Curtis P. McLaughlin
Kit N. Simpson
Quality First
464
24
Case Analysis
488
6
Case 4 -- West Florida Regional Medical Center
494
26
Curtis P. McLaughlin
The HCA CQI Process
495
22
Case Analysis
517
3
Case 5 -- Rex Healthcare and Service Line Teams
520
13
Curtis P. McLaughlin
Linda C. Jordan
Quality at Rex
521
1
Competition in the Research Triangle
522
1
History of Quality and Performance Improvement Efforts at Rex
523
7
Case Analysis
530
3
Case 6 -- Dr. Johnson, Network Medical Director
533
18
William Q. Judge
Curtis P. McLaughlin
Background
534
14
Case Analysis
548
3
Case 7 -- The Patient Transportation Project at University Hospitals
551
36
Sandra K. Evans
Ronald T. Pannesi
University Hospitals
552
27
Case Analysis
579
8
Appendix A -- Malcolm Baldrige Award 1999 Health Care Criteria for Performance Excellence
587
8
Bibliography
595
36
List of Sources
631
8
Index
639
18
About the Editors
657