ABC Quality Planning Framework Quality Improvement Strategies Press Ganey Associates Pty Ltd Commercial in Confidence 1
Patient Satisfaction Strategy Sheets Service: Personal s Overall s Subscale Percen Ranking: Percen Ranking: To be Achieved by: to be Addressed Press Ganey Associates Pty Ltd Commercial in Confidence 2
Patient Satisfaction Strategy Sheets Service: Personal s Overall s Subscale Percen Ranking: Percen Ranking: To be Achieved by: to be Addressed Press Ganey Associates Pty Ltd Commercial in Confidence 3
Patient Satisfaction Strategy Sheets Service: Personal s Overall s Community Health Subscale Percen Ranking: Percen Ranking: To be Achieved by: to be Addressed Press Ganey Associates Pty Ltd Commercial in Confidence 4
Patient Satisfaction Strategy Sheets Service: Personal s Overall s Personal s Subscale Percen Ranking: Percen Ranking: To be Achieved by: to be Addressed Press Ganey Associates Pty Ltd Commercial in Confidence 5
Patient Satisfaction Strategy Sheets Service: Personal s Overall s Overall s Subscale Percen Ranking: Percen Ranking: To be Achieved by: to be Addressed Press Ganey Associates Pty Ltd Commercial in Confidence 6
Assessment Matrix Impact of Strategy On Overall Quality Low Impact C Significant Impact B Major Impact A U R G E N C Y O F OVER 6 MTHS 3 TO 6 MTHS C4 C3 B4 B3 A4 A3 S T R A T E G Y 1 TO 3 MTHS WITHIN 1 MTH C2 C1 B2 B1 A2 A1 Press Ganey Associates Pty Ltd Commercial in Confidence 7
SAMPLE COMMUNITY HEATLH ACTION SHEET Strategy Sheets Patient Satisfaction Service: Allied Health Personal s Overall s Personal s Subscale Percen Ranking: 24 Percen Ranking: 50 To be Achieved by: End of Nov 2010 PI1. to be Addressed How well the staff treated you with respect 77.5 18 Key items include staff personal manner; Respect shown for clients individual choices; PI1.1 PI1.2 Staff training in communication, sensitivity & empathy; Ensure staff introduce themselves, ascertain patients personal preferences; A2 Quality Manager & Quality Committee Training by November 2010 A1 All Staff Review Weekly 86.7 70 by Nov 2010 PI2. Staff efforts to keep you informed about your treatment, condition and progress 77.5 18 Talking to clients rather than down to them. Key items include staff updating clients with the amount of information they desire; Timeliness of information provision; Include carers as much as possible; Allow clients time to ask questions and discuss concerns. PI1.3 PI2.1 PI2.2 PI2.3 PI2.4 Staff to develop scripts to show respect for clients. Staff to develop scripts to tell clients what is happening, why and how they feel; Proactively provide clients with information before they need to ask for it; Ensure staff have a list of carers the client would like involved in their care and keep them informed; Provide clients with note pad for questions to ask on your next visit. A1 All Staff Scripts by October 2010 A1 Quality Manager & Quality Committee Scripts by October 2010 A2 All Staff Review Weekly A1 All Staff Review Weekly A1 All Staff Review Weekly 88.4 50 by Nov 2010 Press Ganey Associates Pty Ltd Commercial in Confidence 8