Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 77

Interviews allow QI teams to get qualitative information about the needs and preferences of customers. Speaking to people that are the end users of the process and experience the problem can help us gain valuable information about the nature of the problem. It allows us to learn what the customer deems important and helps create a clear image about the customer’s needs and expectations. Interviews with the customers should be conducted at the beginning of the project to understand the issues. Interviews can also be conducted in the middle of a project to clarify important points, better understand the problem, or test potential ideas with the customers. Before conducting an interview, be clear about the what you are trying to achieve and the goal of the interview. Here are some steps you should take to maximize the return on investment of your interview.

Before the interview:

 Select your customer’s segment carefully.

 Decide on the criteria you are going to use for selecting interviewees.

 Prepare a list of questions.

 Decide on the interview method (face‐to‐face, phone, other).

 Set an appropriate time and place.

During the interview:

 Introduce yourself.

 Clearly define the purpose of the interview.

 Get consent if needed.

 Listen carefully and take good notes.

 Practice active listening.

 Collect additional information about the customer if needed.

 Thank all participants when done.

It’s best to get the VOC in person; talking to patients, staff, or providers at the time and location where they receive the end product of the process, whether that be receiving care (patients), or what they need to perform their work (staff and providers). If this is not possible, try to fund other alternatives that get you as close as possible.

One type of interview is a focus group. A focus group is a gathering of a selected number of people from the population of interest who participate in a facilitated discussion intended to elicit their opinions and perceptions about a particular issue or service. A focus group allows guests to interact. The format is flexible and follows a loose structure. It allows different groups to be invited around a single area of interest.