Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 31

The VOS is the expression of the needs and requirements of the frontline professionals. Stakeholders are the frontline staff and providers; they are the people “doing the work”; they are the professionals with the subject‐matter expertise and knowledge of the process. Stakeholders understand the system and are the experts needed for the process to deliver what the customer needs and expects. Stakeholders may be staff, physicians, nurses, or technicians involved in providing care. Stakeholders work on the process to provide a work product. When serving patients, the work product is “care and the healthcare experience”; when serving other providers and staff, the work product may be “information, supplies, results, etc.”

Stakeholders want to do a good job. To perform optimally, they need equipment, supplies, information, and resources, on time, every time. They also need standards, updated policies, and proper procedures. If there is a problem with their performance, we need to ask ourselves: Do they have what they need? What are their challenges? Stakeholders’ inability to deliver the service the customer needs and expects may be related to problems with the system: Do needed supplies arrive on time? Is the equipment in working condition? Is the work process standardized? Perhaps frontline stakeholders don’t have the equipment and supplies they need, or the people responsible for supplying them with what they need are not doing so in a timely fashion. In any case, a QI project may need to be launched to find the causes of poor performance and address stakeholders’ needs.