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Managing care quality concerns at the VIHA patient care quality office: a lean evaluation

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dc.contributor.author Brzezynski, Benjamin
dc.date.accessioned 2013-03-25T23:19:35Z
dc.date.available 2013-03-25T23:19:35Z
dc.date.copyright 2013 en_US
dc.date.issued 2013-03-25
dc.identifier.uri http://hdl.handle.net/1828/4493
dc.description.abstract The Vancouver Island Health Authority’s complaints management framework, as administrated by its Patient Care Quality Office, was evaluated using the Lean process improvement methodology. Fourteen participants were interviewed prior to their participation in a Rapid Process Improvement Workshop. In the interviews, as well as in the Workshop, participants identified waste and non-value-added activity that existed in the framework. Participants concluded the Rapid Process Improvement Workshop by designing an improved and more efficient future state value stream for the complaints management framework. With the assistance of the researcher, participants created 15 recommendations to ensure the successful implementation of the future state value stream as the new method for complaints management within the Vancouver Island Health Authority. en_US
dc.language.iso en en_US
dc.subject Vancouver Island Health Authority en_US
dc.subject VIHA en_US
dc.subject patient care en_US
dc.subject patient care quality en_US
dc.subject complaints management en_US
dc.title Managing care quality concerns at the VIHA patient care quality office: a lean evaluation en_US
dc.type project en_US
dc.contributor.supervisor Davis, Lyn
dc.degree.department Program: Dispute Resolution en_US
dc.degree.level Master of Arts M.A. en_US
dc.rights.temp Available to the World Wide Web en_US
dc.description.scholarlevel Graduate en_US


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