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Process Improvement for Public Health Professionals

Process Improvement for Public Health Professionals. SUSTAINABLE MANAGEMENT DEVELOPMENT PROGRAM. Management for International Public Health Course. Learning Objectives. This workshop will teach you how to improve work processes in your organization. When you complete this workshop you will:

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Process Improvement for Public Health Professionals

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  1. Process Improvementfor Public Health Professionals SUSTAINABLE MANAGEMENT DEVELOPMENT PROGRAM Management for International Public Health Course

  2. Learning Objectives This workshop will teach you how to improve work processes in your organization. When you complete this workshop you will: Define a process Measure process performance Analyze causes of variation Implement changes Study the results of changes Act according to the results of the study Apply at least three process improvement tools to achieve the above objectives

  3. Schedule • Day 1 • Defining a process • Day 2 • Defining a process (continued) • Measuring process performance • Day 3 • Analyzing causes of variation • Generating and planning improvement • Implementing, studying, and acting accordingly

  4. Process Improvement A systematic, data-based method for improving the quality of work processes. It uses team decision-making to improve processes that affect the quality of products and services for a customer.

  5. Quality Satisfying the customers’ wants and needs for products and services while at the same time achieving the technical standards for public health practice

  6. The Seven Steps Define Process Measure Process Performance Analyze Causes of Variation

  7. Process Improvement has practical applications to Public Health

  8. Case Example The seven-step method applied to the delivery of an antiretroviral therapy (ART) for HIV infection in a community health clinic

  9. Step 1: Define Process

  10. Exercise 1 The Tennis Ball Game

  11. What is a Process? Equipment & Technology The Quality of Inputs Rules & Regulations Competence & Motivation Work environment

  12. Definition – Process • A process is a repetitive sequence of activities leading to desired outcomes for the benefit of customers. • Inputs are transformed by the process to achieve products or services, the outputs.

  13. VCT Example of Process Person arrives at clinic Person registers Counselor provides pre-test counseling Counselor takes blood sample Laboratory staff conducts rapid AIDS test Counselor provides post-test counseling

  14. What is Process Improvement? A systematic, data-based method for improving the quality of work processes. It uses team decision-making to improve processes that affect the quality of services or products for a customer.

  15. ART Boundaries Example 1: Manage VCT/ART (Manager’s Perspective) Example 2: Deliver VCT & ART (Client & Counselor Perspectives)

  16. Exercise 2 List Your Processes

  17. Process Selection Criteria If we improve this process what will be the impact on: Customer satisfaction Satisfaction of other stakeholders Waste Compliance with technical standards

  18. Other Important Questions Does the team have the authority to make improvements? Are resources available to achieve improvement? Can significant improvements be achieved quickly and easily? Do the key stakeholders support the improvement activity?

  19. Exercise 3 Select Process To Improve

  20. Customers A customer is any person or group who receives a product or service The term is used broadly—no financial transaction need occur Can be internal or external to organization

  21. VCT Example of Process Person arrives at clinic Person registers Counselor provides pre-test counseling Counselor takes blood sample Laboratory staff conducts rapid AIDS test Counselor provides post-test counseling

  22. Exercise 4 Defining Customers

  23. Products and Services Products and services can be tangible or intangible - a thing, information, knowledge, a procedure, or a function Examples: Pharmaceuticals Test results Free condoms Public health information Outbreak investigation procedures Medical protocols

  24. Exercise 5 Identifying Products and Services

  25. Quality Satisfying the customers’ wants and needs for products and services while at the same time Achieving the technical standards for public health practice

  26. Exercise 6 Customers Wants and Needs

  27. Stakeholders A stakeholder is one person, or group of persons, having an interest or concern in a particular process resulting from some direct or indirect involvement.

  28. Stakeholders - Suppliers Suppliers provide goods, services, and information to the organization or process They do not carry out the work

  29. Stakeholders - Providers Providers comprise key staff including professionals, managers, partners, and subcontractors. They carry out the process.

  30. Stakeholders - Controllers Controllers define, regulate, and influence the organization or process. Controllers include regulators, legislators, funding agencies, expert advisory committees, and trustees. Technical standards are often set by the “controllers”

  31. ART Stakeholders Controllers Suppliers Customers Provide Antiretroviral Therapy Providers

  32. Involving Your Stakeholders E-mail Surveys Questionnaires Observing stakeholders, especially customers Visits Experiencing the service as a customer

  33. Exercise 7 Identifying Stakeholders

  34. Homework • Read the section on measuring good practices on page 28 of your workbooks. • Use the notes section in your workbooks (page 29) to record any questions you have as a result of your reading.

  35. End of Day 1

  36. Process Improvement Day 2

  37. Review of Day 1 • What were the main learning points from yesterday’s training? • What is the definition of quality? • What is the definition of process improvement?

  38. Step 1: Define Process

  39. A Flowchart Diagrams a Process A flowchart gives you: An understanding of how a process works The sequence of all the steps, including feedback paths Clear data collection points Ideas for improvement A flowchart can show an existing process, a new process, or a change to a process.

  40. The activity is in a rounded rectangle because it is the start of the flowchart. Arrows link symbols and show the directions of the flow Stop/Start Symbol

  41. Activity Symbol Because this is an activity it is drawn as a rectangle

  42. Decision Symbol Because this is a decision it is drawn in a diamond with two outcomes

  43. Feedback & the Connector If they do not agree to take the test but agree to more counseling the flow loops back into providing more pre-test counseling. This shape is called a connector. It allows you to flowchart over many pages.

  44. Exercise 8 Flowchart your Process

  45. Step 1: Summary

  46. Step 2: Measure Process Performance

  47. Good Practices Measure what is important Check data with operational definition Keep it simple if you can Minimal interference Normal conditions Don’t reinvent the wheel

  48. Good Practices No data - design a method for collection Create operational definitions Low numbers - show raw numbers, not percents Use graphs Don’t average percentages

  49. Identify Measures Desired Current

  50. Sources of Measures The customers’ needs and reasonable expectations Other key stakeholders’ requirements The technical standards From within the process

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