Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 82

Assume you wanted to improve the organization of medical supplies in the emergency department’s resuscitation room (EDRR). First, you would need to define what attributes and requirements characterize a well‐organized EDRR. What does “well‐organized” really mean for providers and staff (the customer!)? How do they define it? What are the specific characteristics of the layout, organization of cabinets, and shelving that make it so? Following the steps outlined before, we would collect the Voice of the Customer, find the “drivers,” and, with a bit more work, develop one or more CTQs for each driver. It is always a good idea to validate the CTQs with front line providers and staff (see Figure 8‐5).

FIGURE 8‐5 The attributes and requirements for staff and provider satisfaction (CTQs) with the organization of clinical supplies in the ED’s resuscitation room.