Solutions to the healthcare quality crisis : cases and examples of lean six sigma in healthcare

208 Pages·2009·3.215 MB·English

by  Søren Bisgaard, editor

Solutions to
the Healthcare
Quality Crisis
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Solutions to
the Healthcare
Quality Crisis
Cases and Examples of
Lean Six Sigma in Healthcare
Søren Bisgaard, Editor
The work on this book has been generously supported
by the Eugene and Ronnie Isenberg Endowment.
ASQ Quality Press
Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee 53203
© 2009 by ASQ
All rights reserved. Published 2009
Printed in the United States of America
15 14 13 12 11 10 09 5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Solutions to the healthcare quality crisis : cases and examples of lean six sigma in
healthcare / Søren Bisgaard, editor.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-87389-769-3 (soft cover : alk. paper)
1. Health services administration—Quality control. 2. Six sigma (Quality
control standard) I. Bisgaard, Søren, 1951-

RA399.A3S58 2009
362.1068—dc22 2009013276
ISBN: 978-0-87389-769-3
No part of this book may be reproduced in any form or by any means, electronic,
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of the publisher.
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Table of Contents
List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii
Introduction: The Need for Quality Improvement in
Healthcare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Part I: General Articles on Lean Six Sigma
in Healthcare
Healthcare’s Horizon: From Incremental Improvement
to Designing the Future . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Richard Stahl, Bradley Schultz, and Carolyn Pexton
Dutch Hospital Implements Six Sigma: Even Small Projects
Can Make a Big Difference . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Jaap van den Heuvel, Ronald J. M. M. Does, and Søren Bisgaard
A Quest for Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Rosanne Zimmerman, Rhonda Smith, Christopher Fernandes,
Teresa Smith, and Ayad Al darrab
Taking Performance to a Higher Level: How Six Sigma
Helped a Rural Hospital Achieve a Cultural
Transformation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Greg Stock
Engaging Physicians in Lean Six Sigma . . . . . . . . . . . . . . . . . . . . 65
Chip Caldwell, Jim Brexler, and Tom Gillem
Learning from Mistakes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Diana Shaw, Denni O. Day, and Elizabeth Slavinskas
v
vi Table of Contents
Part II: Cases and Examples of the Use of
Lean Six Sigma in Healthcare
Hospital Reduces Medication Errors Using DMAIC
and QFD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Yani Benitez, Leslie Forrester, Carolyn Hurst, and Debra Turpin
Faster Turnaround Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Angelo Pellicone and Maude Martocci
Lean Six Sigma Reduces Medication Errors . . . . . . . . . . . . . . . . 107
Grace Esimai
Quality Intervenes at a Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Jennifer Volland
Toward Error-Free Lab Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Nancy B. Riebling, Susan Condon, and Daniel Gopen
Healthcare Department Reduces Cycle Time and Errors:
Project Adds Revenue of About $202 per Patient . . . . . . . . . . 141
Donna Powers and Mary Paul
Standardizing Healthcare Projects: Generic Templates Are
Useful for Early DMAIC Phases . . . . . . . . . . . . . . . . . . . . . . . . 151
Ronald J. M. M. Does, Thijs Vermaat, Henk de Koning,
Søren Bisgaard, and Jaap van den Huevel
Conclusion: Quality Improvement and Innovation . . . . . . . . . . . 169
About the Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
List of Figures and Tables
Introduction
Figure I.1 Effective medical care requires medical science and
medical management as equal partners. ................ 2
Figure I.2 Summary flowchart of the steps of the define, measure,
analyze, improve, and control cycle used in Lean
Six Sigma. ........................................ 6
Figure I.3 A typical organizational structure for deploying Lean
Six Sigma within a healthcare organization. ............. 10
Healthcare’s Horizon
Figure 1 Response variables. ................................ 24
Figure 2 Formula for effective results. ......................... 25
Figure 3 Capability analysis: report turnaround time. ............. 26
Figure 4 Design process map. ................................ 29
Figure 5 The wall of change efforts. ........................... 30
Table 1 Process improvement/solution design continuum. . . . . . . . . . 32
Table 2 Quality function deployment for new emergency and
trauma center—requirements. ........................ 33
Figure 6 Quality function deployment for new emergency and
trauma center—results. ............................. 35
Figure 7 Emergency and trauma center Pareto chart. ............. 36
Figure 8 Kano’s model. ..................................... 37
Figure 9 DFSS process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
A Quest for Quality
Table 1 Summary of continuous quality improvement project
results. ........................................... 53
vii
viii List of Figures and Tables
Taking Performance to a Higher Level
Table 1 Thibodaux Regional’s pillars of excellence and the
Six Sigma related projects. ........................... 60
Figure 1 The primary reasons for defects in catheterization lab. ..... 61
Figure 2 Accounts receivable cause and effect diagram. ........... 62
Table 2 Actual savings amounts. ............................. 63
Table 3 Medication management project—order entry phase. ...... 63
Engaging Physicians in Lean Six Sigma
Figure 1 Comparison of total cost to pharmacy cost. .............. 67
Figure 2 Drug cost distribution. .............................. 67
Table 1 Stakeholder buy-in analysis. .......................... 68
Figure 3 Emergency department physician length of stay
variation. ......................................... 69
Learning from Mistakes
Figure 1 Problem-solving process. ............................ 76
Hospital Reduces Medication Errors Using
DMAIC and QFD
Table 1 Hierarchy of nurses’ needs. .......................... 90
Figure 1 Quality function deployment matrix. ................... 91
Figure 2 Pugh selection matrix. .............................. 92
Figure 3 Control chart of medical transcription errors per bed. ..... 94
Faster Turnaround Time
Figure 1 High level process map. ............................. 100
Figure 2 Cause and effect diagram. ........................... 101
Figure 3 Control impact matrix. .............................. 102
Figure 4 Turnaround time by each step in process. ............... 103
Figure 5 Change over time. .................................. 104
Figure 6 Individual and moving range chart. .................... 105
Figure 7 Control chart for Four Cohen as of June 10, 2005. ........ 105
Lean Six Sigma Reduces Medication Errors
Figure 1 Pharmacy error Pareto diagram. ...................... 110
List of Figures and Tables ix
Figure 2 February and March errors by pharmacy employees. ...... 110
Figure 3 February and March errors showing positive trend. ....... 111
Figure 4 Nurses’ satisfaction with pharmacy. ................... 113
Figure 5 Things nurses disliked about pharmacy. ................ 113
Figure 6 Pharmacists’ satisfaction with nurses. .................. 113
Figure 7 Things pharmacists disliked about nursing department. .... 114
Figure 8 February to June weekly errors showing negative trend. ... 116
Figure 9 February and June pharmacy order entry errors by
error type. ........................................ 117
Figure 10 February and June errors by pharmacist. ................ 117
Quality Intervenes at a Hospital
Figure 1 High level process flow. ............................. 120
Figure 2 Interventional radiology calls to schedule. .............. 125
Table 1 Interventional radiology changes. ..................... 126
Figure 3 Project timeline. ................................... 126
Toward Error-Free Lab Work
Figure 1 High level process map. ............................. 130
Figure 2 Vital X’s. ......................................... 134
Figure 3 Improvement strategy for patient demographics. .......... 135
Figure 4 Box plots of total accessions by accessioner. ............. 135
Figure 5 Specimen movement. ............................... 137
Figure 6 Analyzing the factorial design. ....................... 138
Figure 7 Control. .......................................... 140
Healthcare Department Reduces Cycle
Time and Errors
Figure 1 What coders were missing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Figure 2 Pareto chart of category of missing information
on records. ....................................... 145
Figure 3 Box plots of cycle time for bills. ...................... 146
Figure 4 High level process map. ............................. 147
Table 1 Big Y billing errors. ................................ 149
Table 2 Sub y date of service to charge entry. ................... 149
Table 3 Sub y date of service to bill sent. ...................... 149
x List of Figures and Tables
Table 4 Missing diagnoses. ................................. 150
Standardizing Healthcare Projects
Figure 1 Pareto chart of healthcare projects. .................... 155
Figure 2 CTQ flowdown for projects aimed at increasing the
number of admissions. .............................. 156
Figure 3 Operational definitions for projects aimed at increasing
the number of admissions. ........................... 157
Figure 4 CTQ flowdown for projects aimed at increasing
efficiency. ........................................ 158
Figure 5 Operational definitions for projects aimed at increasing
efficiency. ........................................ 158
Figure 6 CTQ flowdown for projects aimed at reducing
material usage. .................................... 160
Figure 7 Operational definition for projects aimed at reducing
material usage. .................................... 160
Figure 8 CTQ flowdown for projects aimed at reducing
deficiencies. ...................................... 161
Figure 9 Operational definitions for projects aimed at reducing
deficiencies. ...................................... 161
Figure 10 CTQ flowdown for projects aimed at improving
resource planning. ................................. 163
Figure 11 Operational definitions for projects aimed at improving
resource planning. ................................. 163
Figure 12 CTQ flowdown for projects aimed at improving the
use of facilities and equipment. ....................... 164
Figure 13 Operational definitions for projects aimed at improving
the use of facilities and equipment. .................... 165
Conclusion
Table C.1 Contrast in delegation of traditional managerial tasks
and responsibilities compared to those typical for
many quality management efforts. ..................... 176