Richard J. Banchs - The Quality Improvement Challenge

“My technician took good care of me during the procedure; she let me know what she was doing so I knew what to expect.”

“It’s frustrating when I call to make an appointment and I cannot be seen for a month; I should be able to be seen in a week.”

“The technologist that did my mammogram listen to my concerns and explained the procedure well.”

“A text message is helpful to keep my appointments on track.”

“I find it stressful to wait for test results for days on end and not hear back from my doctor; I think we should be called with results within a day or two.”

“The staff at the clinic were really helpful; they gave me clear instructions as to when I would be getting my results back.”

“I want to be able to get the results of a mammogram within a day or two in case it’s cancer! I don’t want to wait.”

“I prefer to be seen sooner than later; the procedure is not pleasant and it makes me nervous having to wait to come in.”

“I like when follow‐up appointments are scheduled during my appointment so I don’t have to call back once I leave.”

“The clinic should provide us with some kind of written material so we can understand what is going to happen, as well next steps in case there is something wrong with my mammogram.”

“Written instructions at the time of discharge are really helpful for me.”

“Having a lump in your breast and not knowing if it is cancer is horrible, and the wait is agonizing.”

“A text or an email reminder is a great thing to remind me when I am due for my next appointment; it really helps me not to forget my annual visits.”

“My technologist was really helpful during the procedure; she smiled and made me feel comfortable.”

From the VOC, develop the CTQs. Follow these steps:

Group customer feedback (VOC) into families of statements with similar meaning. If needed, use an affinity diagram.

For each family of statements, create the drivers, single words or short sentences, that summarize the idea, need, or expectation expressed by the VOC statements.

For each driver, develop one or more CTQs; drill down to the specifics. Ask yourself: What does the driver or key word really mean to the patient? How can we measure it? Can you assign a specific descriptor? Make sure your CTQs are specific and measurable.

1 What does VOC stand for?Vick’s Organic Cough‐dropsVictory over crisisVoice of the CustomerVery old canaryVoice of the Consumer

2 In the healthcare environment, we call a “customer”the supplier of a product or service,the person who does the work,the person who provides a product or service,the person who receives a product or service: the end user, orthe goal of the improvement project.

3 Which of the following statements is TRUE?The customer is the person who requires and benefits from our work product.In healthcare, the customer is always the patient.Providers and hospital staff are always the stakeholders, never the customers.Patients are the internal customers.Providers and staff are the external customers.

4 All the following statements regarding the VOC are true EXCEPTthe VOC defines needs and requirements of the customer,the VOC is how the customer defines quality,the VOC is always clear and needs no further clarification,the VOC sets the priorities of the QI project, orthe VOC helps focus improvement efforts.

5 Critical Customer Requirementsfacilitate prioritizing the most important issues to address,translate very general and difficult to measure customer needs and desires,need to be specific and measurable,allow us to organize and categorize customer needs and expectations, orall of the above

Key: 1c, 2d, 3a, 4c, 5e

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