Healthcare quality book 3rd edition pdf

Elizabeth R. Ransom, Maulik S. Joshi, David B. Nash, and Scott B. Ransom, Editors

HEALTHCARE QUALITY BOOK

THETHETHE

SECOND EDITION

“Some of the best minds in healthcare” Nancy M. Schlichting, President and CEO, Henry Ford Health System

VISION, STRATEGY, AND TOOLS Revis

ed

and

Upda ted

QUALITY BOOK

(from the foreword)

HEALTHCARE QUALITY BOOK

THE

SECOND EDITION

AUPHA HAP Editorial Board

Sandra Potthoff, Ph.D., Chair University of Minnesota

Simone Cummings, Ph.D. Washington University

Sherril B. Gelmon, Dr.P.H., FACHE Portland State University

Thomas E. Getzen, Ph.D. Temple University

Barry Greene, Ph.D. University of Iowa

Richard S. Kurz, Ph.D. Saint Louis University

Sarah B. Laditka, Ph.D. University of South Carolina

Tim McBride, Ph.D. St. Louis University

Stephen S. Mick, Ph.D. Virginia Commonwealth University

Michael A. Morrisey, Ph.D. University of Alabama—Birmingham

Dawn Oetjen, Ph.D. University of Central Florida

Peter C. Olden, Ph.D. University of Scranton

Lydia M. Reed AUPHA

Sharon B. Schweikhart, Ph.D. The Ohio State University

Nancy H. Shanks, Ph.D. Metropolitan State College of Denver

Health Administration Press, Chicago

AUPHA Press, Washington, DC

HEALTHCARE QUALITY BOOK

THE

SECOND EDITION VISION, STRATEGY, AND TOOLS

Elizabeth R. Ransom, Maulik S. Joshi, David B. Nash, and Scott B. Ransom, Editors

Your board, staff, or clients may also benefit from this book’s insight. For more information on quantity discounts, contact the Health Administration Press Marketing Manager at (312) 424- 9470.

This publication is intended to provide accurate and authoritative information in regard to the subject matter covered. It is sold, or otherwise provided, with the understanding that the pub- lisher is not engaged in rendering professional services. If professional advice or other expert assistance is required, the services of a competent professional should be sought.

The statements and opinions contained in this book are strictly those of the author(s) and do not represent the official positions of the American College of Healthcare Executives, of the Foundation of the American College of Healthcare Executives, or of the Association of University Programs in Health Administration.

Copyright © 2008 by the Foundation of the American College of Healthcare Executives. Printed in the United States of America. All rights reserved. This book or parts thereof may not be reproduced in any form without written permission of the publisher.

12 11 10 09 08 5 4 3 2 1

Library of Congress Cataloging-in-Publication Data

The healthcare quality book : vision, strategy, and tools / [edited by] Elizabeth R. Ransom ... [et al.].—2nd ed.

p. ; cm. Includes bibliographical references and index. ISBN 978-1-56793-301-7 (alk. paper) 1. Medical care—United States—Quality control. 2. Health services administration—

United States—Quality control. 3. Total quality management—United States. I. Ransom, Elizabeth R. [DNLM: 1. Quality of Health Care—organization & administration—United States. 2. Health Services Administration—United States. 3. Total Quality Management—organization & admin- istration—United States. W 84 AA1 H443 2008]

RA399.A3H433 2008 362.11068—dc22

2008017268

The paper used in this publication meets the minimum requirements of American National Standard for Information Sciences-Permanence of Paper for Printed Library Materials, ANSI Z39.48-1984. ∞™

Project manager: Jennifer Seibert; Acquisitions editor: Audrey Kaufman; Book designer: Scott R. Miller.

Health Administration Press Association of University Programs A division of the Foundation in Health Administration of the American College of 2000 14th Street North Healthcare Executives Suite 780

One North Franklin Street Arlington, VA 22201 Suite 1700 (703) 894-0940 Chicago, IL 60606 (312) 424-2800

CONTENTS IN BRIEF

FOREWORD..............................................................................................xiii

PREFACE...................................................................................................xv

III Science and Knowledge Foundation

1 Healthcare Quality and the Patient, by Maulik S. Joshi and Donald Berwick............................................................................3

2 Basic Concepts of Healthcare Quality, by Leon Wyszewianski ...................................................................................................25

3 Variation in Medical Practice and Implications for Quality, by David J. Ballard, Robert S. Hopkins III, and David Nicewander ...................................................................................................43

4 Quality Improvement: The Foundation, Processes, Tools, and Knowledge Transfer Techniques, by Kevin Warren ....................63

III Organization and Microsystem

5 Milestones in the Quality Measurement Journey, by Robert C. Lloyd .........................................................................87

6 Data Collection, by John J. Byrnes ..........................................109

7 Statistical Tools for Quality Improvement, by Jerod M. Loeb, Stephen Schmaltz, Linda S. Hanold, and Richard G. Koss ......131

8 Physician and Provider Profiling, by David B. Nash, Adam Evans, and Richard Jacoby ..................................................................169

9 Measuring and Improving Patient Experiences of Care, by Susan Edgman-Levitan .............................................................187

10 Dashboards and Scorecards: Tools for Creating Alignment, by Michael D. Pugh ......................................................................217

v

11 Patient Safety and Medical Errors, by Frances A. Griffin and Carol Haraden..........................................................................243

12 Information Technology Applications for Improved Quality, by Richard E. Ward .......................................................................269

13 Leadership for Quality, by James L. Reinertsen .......................311

14 Organizational Quality Infrastructure: How Does an Organization Staff Quality?, by A. Al-Assaf..............................331

15 Implementing Quality as the Core Organizational Strategy, by Scott B. Ransom, Thomas J. Fairchild, and Elizabeth R. Ransom .................................................................................................349

16 Implementing Healthcare Quality Improvement: Changing Clinician Behavior, by Valerie Weber and John Bulger ............377

IIII Environment

17 The Quality Improvement Landscape, by Jean Johnson, Ellen Dawson, and Kimberly Acquaviva ...................................407

18 Accreditation: Its Role in Driving Accountability in Healthcare, by Greg Pawlson and Paul Schyve............................................433

19 How Purchasers Select and Pay for Quality, by Francois de Brantes ..................................................................457

INDEX...................................................................................................475

ABOUT THE AUTHORS ...............................................................................491

C o n t e n t s i n B r i e fvi

DETAILED CONTENTS

FOREWORD..............................................................................................xiii

PREFACE ..................................................................................................xv

III Science and Knowledge Foundation

1 Healthcare Quality and the Patient, by Maulik S. Joshi and Donald Berwick............................................................................3 Important Reports........................................................................4 A Focus on the Patient .................................................................6 Lessons Learned in Quality Improvement....................................7 Case