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

Date

2013-03-25

Authors

Brzezynski, Benjamin

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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.

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Keywords

Vancouver Island Health Authority, VIHA, patient care, patient care quality, complaints management

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