Healthcare Quality Management

Zachary Pruitt, PhD, MHA, CPH, is assistant professor and director of community practice at the University of South Florida College of Public Health. He holds a master of health administration (MHA) and PhD in health services research from the University of South Florida College of Public Health. Dr. Pruitt teaches graduate and undergraduate courses in health administration, public health, and medicine. In addition to quality management, he teaches courses in strategic planning, marketing, and consulting practices. Dr. Pruitt has published research in The Journal of Health Administration Education, Journal of Nursing Administration, Advances in Medical Education and Practice, American Journal of Managed Care, and Population Health Management. Prior to academics, he directed Medicaid operations for a small government-sponsored health plan and managed policy and compliance projects for a large publicly traded managed care organization. Candace S. Smith, PhD, RN, NEA-BC, is chief nursing officer at Manatee Memorial Hospital. She holds a board certification in advanced nursing executive from the American Nurses Credentialing Center and a PhD in education with a specialization in organizational leadership. A nationally known speaker with over 30 years of healthcare experience, Dr. Smith regularly presents on such topics as clinical excellence, exemplary leadership, and The Joint Commission's Speak UpTM patient safety program. Dr. Smith is an adjunct professor at State College of Florida Health Services Administration Program where she teaches quality management in healthcare and contemporary issues in healthcare. Eddie Perez-Ruberte, MS, is senior Lean project manager at BayCare Health Systems who leads the deployment of the Lean management system and culture. Eddie is a certified Lean expert and a certified Six Sigma Black Belt from the American Society for Quality. He is a nationally known speaker on applications of Lean in healthcare, employee engagement, healthcare quality, and performance improvement. He also helps organizations implement Lean programs through his consulting company, Areito Group. Eddie is an instructor for the Institute of Industrial and Systems Engineers where he teaches Lean and Six Sigma and certifies students in these methodologies at multiple universities and healthcare organizations across the United States. Eddie formerly held an appointment as instructor of healthcare systems engineering for the College of Medicine at Mayo Clinic.

PART ONE: Foundational Principles in Quality Management
1. Chapter One: The Challenge
2. Chapter Two: The Innovators
3. Chapter Three: The Mindset
4. Chapter Four: The Culture
5. Chapter Five: The Casebook
6. Chapter Six: The Template
PART TWO: Cases in Healthcare Quality Management
Section 1: Process Improvement
1. A Summer Internship Journal
2. Claims Payment Processing
3. Return-to-Work at a Home Health Agency
4. The Ophthalmologist Who Could Not See (The Waste)
5. Building a New IR Suite
6. Improving ED Throughput (ED Heroes)
Section 2: Patient Experience
7. Hurricane Mia Hits the Patient Access Call Center
8. The Cowboy Doctor's Patient Experience
9. Patient Navigation at the Orthopedic Clinic
10. HCAHPS and the Quiet-at-Night Measure
11. Discharge Phone Calls (En Español)
12. Improving Patient Experience in Home Care
Section 3: Patient Safety
13. Reducing Falls: The Sleuth Resident
14. Sustaining Hand Hygiene
15. A Warning Letter from the State Regulator
16. Failure-to-Rescue
17. CLIF's Medication Errors
18. A Mom's Story of Sepsis
Section 4: Performance Improvement
19. Operating Room Recovery
20. Opioid Overdoses in the Emergency Department
21. The Lunchroom: Physician Engagement at a PCMH
22. The Fulfillment Affair
23. Composite Quality Scores
24. Both/And Thinking in Readmission Prevention
25. Suicide Prevention by Anthony Kovner and Zachary Pruitt
Glossary
Case Study to Data File Matrix
Case Study to Healthcare Setting Matrix
Case Study to Quality Management Tools and Approaches Matrix
A3 Problem-Solving Template