Quality Health Care

Written by an internationally-recognized expert in the field of quality management, this text is an essential guide for understanding how to plan and implement a successful quality measurement program in your healthcare facility. It begins by presenting an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most. Students will also learn how to select and define indicators to collect data and how to organize data into a dashboard that can provide feedback on progress toward quality measurement. Finally, this book explores how to analyze the data by detailing how variation lives in your data, and whether this variation is acceptable. Case studies are provided to demonstrate how quality measurement can be applied to clinical as well as operational aspects of healthcare delivery.

Dr. Robert Lloyd, Ph.D.,is Vice Presidentfor the Institute for Healthcare Improvement (IHI). Dr. Lloyd provides leadership in the areas of performance improvement strategies, statistical process control methods, performance improvement indicators, strategic dashboard development and performance improvement training. He also serves as faculty for various IHI initiatives. Before joining the IHI, Dr. Lloyd served as the Corporate Director of Quality Resource Services for Advocate Health Care (Oak Brook, IL). He also served as director of Quality Measurement for Lutheran General Hospital and directed the American Hospital Association's Quality Measurement and Management (QMMP) project. The Pennsylvania State University awarded all three of Dr. Lloyd’s degrees. His undergraduate degree is in sociology, his master’s degree is in regional planning and his doctorate is in rural sociology. Dr. Lloyd has addressed over 370 national meetings of professional groups and associations, and has had over 22,000 participants from this country and abroad attend his classes and presentations on CQI. He has served as faculty for the American College of Healthcare Executives, the American Society for Quality (ASQ), the University of Wisconsin's graduate program in Administrative Medicine, the Healthcare Forum, the International Quality and Productivity Center, the American Health Information Management Association, the JCAHO, the Group Practice Improvement Network, the Ontario Hospital Association, the Vancouver BC Quality Forum, the Medical Group Management Association and numerous QIOs around the country. Dr. Lloyd has also presented his two-day seminar on statistical thinking to physicians and administrators from the Federation of County Councils in Stockholm, Sweden. He has published articles and reports on a wide range of topics including CQI theory and implementation, clinical outcomes, customer satisfaction, information systems and parish nursing. He also serves as a Regional Councilor for the Health Care Division of ASQ. Dr. Lloyd is co-author of the internationally acclaimed book, Measuring Quality Improvement in Healthcare: A Guide to Statistical Process Control Applications (American Society for Quality Press, 2001, 5th printing). His most recent book, Quality Health Care: A Guide to Developing and Using Indicators was published in March of 2004 by Jones and Bartlett Publishers(Sudbury, MA).