Wendy Leebov's Books - Health Care Manager's Guide

phone: 215.413.1969 fax: 215.413.2824 e-mail: wleebov@wendyleebov.com


		The Health Care Manager’s Guide to Continuous Quality Improvement
		Designed for department directors, physician chiefs, service line managers, improvement team leaders and members, and administrators, this book is a practical guide to managing for continuous improvement. Specifically, it aims to help middle managers and clinical leaders to make customer-driven management and continuous improvement an everyday routine.
Content

Chapters	Topics	Some of the Many Tools
Implementing Quality Management	Customer-Driven Management Identifying Customer Expectations and Professional Standards Translating Expectations and Professional Standardsinto operational Requirements Developing Measures to Monitor Performance Using Data to Target Improvement Needs Making Improvements	Customer Driven Management Model Immediate and Downstream Customers Chart for Customer Prioritization Importance and Effectiveness Rating Map Format for Mapping Customer Expectations Example: Critical Path for Diabetes Flowchart of Improved Decision-Making Process Measurement Pyramid Focus Group Discussion Guide Quality Report Shewhart PDCA Cycle PDCA and the Joint Commission’s Ten-Step Model
The Manager’s Tool Kit	Tools for Collecting and Displaying Data Tools for Targeting Improvements	Seven Quality Control Tools Seven Management Tools Service Report Card Example: Pharmacy’s Service to Nursing Internal Customer Survey Five Sample Check Sheets Complaint Log Error Log Pareto Chart Flowcharts, Pareto Chart, Trend chart, Bar chart Service Blueprint Cause and Effect Diagram, Tree Diagram and more
Meeting the Quality Management Challenge	Toward Experimentation and Continuous Learning Case: PDCA Model in Practice Improvement Resources	Guide for Making your Case Quality Improvement Storyboard Time Logs Flowchart Standardizing Changes