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Chapter 6 & 7 - PI in Healthcare

STUDY
PLAY
Customers
Individuals who receive a product or a service from an organizational process
Direct Observation
A means of gathering data about a process in which participants in the process are observed
Expectations
The characteristics that customers want to be evident in a healthcare product, service, or outcome
External Customers
Individuals from outside the organization who receive products or services from an organizational unit or department
Internal Customers
Individuals within the organization who receive products or services from an organizational unit or department
Reliability
Level at which an organization can provide an offered product or service when requested and as advertised
Survey Tools
Research instruments that are used to gather data and information from respondents in a uniform manner through the administration of a predefined and structured set of questions and possible responses
Responsiveness
How an organizational staff responds to unanticipated service needs (pain management)
Assurance
The knowledge and courtesy of the staff that provide the goods and services
Perceived Quality
The organization's reputation for the quality of its services and consumer reaction to these services and products based on their experiences with the organization
Funneling
The process of moving questions from a broad theme to a narrow theme in an unstructured interview
Survey Design
Define the goal of the survey in clear and precise terms, keeping the purpose and audience in mind
Case Management
The principal process by which healthcare organizations optimize the continuum of care for their patients; matches the patient's course with a predetermined optimal course (critical pathway, practice guideline)
Community Needs Assessment
An assessment tool used by HMOs to become acquainted with a community; by collecting and analyzing information about community healthcare needs, targets for interventions
Continuum of Care
The totality of healthcare services provided in all settings, from the least extensive to the most extensive; the emphasis is on treating individual patients at the level of care required by their course of treatment
Gantt Chart
A type of data display tool used to schedule a process and track its progress over time; used in clinical process improvement to depict clinical guidelines or critical pathways
Indicator
A performance measure that healthcare organizations use to monitor the outcomes of a process; also called a criterion; internally, externally, or generic
Continuum of Care Model
Developed to meet the needs of patients, providers, and payers
EMTALA
Emergency Medical Transfer and Active Labor Act; postdischarge planning
External Criteria
Created by an organization outside the healthcare facility; insurance companies, peer review organizations, CMS
Generic Criteria
Applicable across many organizations and with many different kinds of patients