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

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dc.contributor.authorBrzezynski, Benjamin
dc.contributor.supervisorDavis, Lyn
dc.date.accessioned2013-03-25T23:19:35Z
dc.date.available2013-03-25T23:19:35Z
dc.date.copyright2013en_US
dc.date.issued2013-03-25
dc.degree.departmentProgram: Dispute Resolutionen_US
dc.degree.levelMaster of Arts M.A.en_US
dc.description.abstractThe 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.description.scholarlevelGraduateen_US
dc.identifier.urihttp://hdl.handle.net/1828/4493
dc.language.isoenen_US
dc.rights.tempAvailable to the World Wide Weben_US
dc.subjectVancouver Island Health Authorityen_US
dc.subjectVIHAen_US
dc.subjectpatient careen_US
dc.subjectpatient care qualityen_US
dc.subjectcomplaints managementen_US
dc.titleManaging care quality concerns at the VIHA patient care quality office: a lean evaluationen_US
dc.typeprojecten_US

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