Developing Quality Improvement Skills · Understanding and applying the Model for Improvement The 2...

Improving Quality Together

Building capacity across Cardiff & Vale University

Health Board to improve the quality of services that we

deliver.

This document describes the training and support

available in the UHB.

Developing Quality Improvement Skills

Continuous Service Improvement Monmouth House UHW

Improving Quality

Phone: 029 20758581 E-mail: [email protected]

Continuous Service

Improvement

Continuous Service Improvement

Delivering Quality Improvement Skills

―You have two jobs: your job and the job of improving your job‖ (Don Berwick, 2013)

Providing all staff with an appropriate level of improvement skills is vital to help them to

successfully engage in their second job. The

national Improving Quality Together (IQT)

programme aims to provide 25% of the Welsh

NHS workforce with skills in this area by 2014.

This document sets out how we, in Cardiff & Vale

University Health Board, aim to support the

development of these skills across the

organisation..

The Improvement Skills development programme

is delivered through a number of vehicles, ranging from e-learning to bespoke skills training for

individuals and teams. The following pages set out the courses that are delivered in-house, by

the Continuous Service Improvement team, and the support provided to other programmes to

ensure continuity of the quality improvement skills approach.

The IQT programme provides improvement skills to all staff irrespective of job role or grade with

a focus of delivering improved outcomes for patients and citizens, and as such the ambition fits

neatly with the UHB‘s Organising for Excellence Strategy.

Improving Quality Together—Bronze 2

Developing Quality Improvement Skills—Bronze 2

Developing Quality Improvement Skills—Silver Foundation 2

Developing Quality Improvement Skills—Silver Practitioner 3

Developing Quality Improvement Skills—Champion 4

Managing Change Successfully 5

Building towards Gold

Other development programmes with a QI component 6

Improvement Skills Development programmes available

What skills are we looking to develop?

•Managing change skills are about understanding both the extrinsic and intrinsic approaches to change. It is about developing an understanding of how you approach change and how it affects others and yourself

Managing Change

•Leadership links closely to managing change but is more about improving your own leadershipLeadership

•There is a link here to leadership and managing change, but the focus here is on how you would communicate change to facilitate engagement.Communication

•This area is concerned with providing skills around the rigour needed to successfully implement new ways of working and include s project management, documentation, training etc.

Implementation

•Problem solving skills are focused on improving peoples skills in properly solving adaptive problems in the work place as opposed to technical problems that often have a known solution. It includes problem solving techniques and tools.

Problem Solving

•Process analysis skills are about being able to understand and change processes, it includes a range of approaches such as process mapping and process observation

Process Analysis

•This area is concerned with the use of data, its collection analysis and presentation. It includes giving people I.T. skills in the use of spreadsheets and other specialist software. It aligns closely to measurement for Improvement.

Data Analysis

•Human Factors raises individual skills in understanding that human factors have a large part in how reliable our systems are. It looks at factors that affect human behaviour and the subsequent impact that may have, as well as introducing approaches to mitigating the risks.

Human Factors

•Understanding the purpose, demand and capacity of the service you provide is key to effectively and efficiently managing it . This area develops the skills needed to understand these and how to make the work flow.

Capacity, Demand & Flow

•Patient safety raises awareness and provides approaches to improving patient safety. Individuals would be better aware of the impact of harm and some tools to reduce variation.

Patient Safety

•Measurement for Improvement is about giving individuals the skills to better think about what they need to measure to better understand their service and provide focus on where improvements are required. It also touches on the impact measures have on behaviour and action.

Measurement for Improvement

Bronze

I m p r o v i n g Q u a l i t y T o g e t h e r

Quality Improvement Bronze—e-learning

The Bronze level will help you to take a new look at the work you do and find ways to make it

even better. It is suitable for staff across every discipline, including non-clinical functions, and at

every level.

So whatever you do in the UHB, and however much responsibility you have, you will gain

knowledge of quality improvement through the Bronze level e-learning modules.

Quality Improvement Bronze level includes four e-learning modules (each about 30 minutes in

duration) which cover;

1. Introduction to the Model for Improvement;

2. A focus on a person-centred approach;

Each module concludes with a multiple choice assessment

The Bronze level IQT eLearning is hosted on Learning@NHSWales. Please follow these steps to

undertake the Bronze level learning.

Using your internet browser go to http://www.mle.wales.nhs.uk/

1. Log into the site if you are already registered, otherwise register with the site by clicking on

―Create new account‖ towards the top right of the screen. Once you receive your site password, log

into the site.

2. Scroll down the page, under ―Course Categories‖ you will see an option ―Quality Improvement‖.

Click here.

3. You should now see an option for the ―Improving Quality Together – Bronze Level‖ course. Click

here.

Using the CVIQT enrolment key for join the course. Instructions on how to progress through the

course are given on the course homepage.

http://www.mle.wales.nhs.uk/

Bronze—Taught Sessions

D e v e l o p i n g Q u a l i t y I m p r o v e m e n t S k i l l s

Quality Improvement Bronze

This is a half day taught course with a paper based multi-choice assessment at the end that

covers all the principles in the IQT bronze e-learning. It is an interactive session in which you

get to take part in improving a process and get plenty of opportunity to discuss your

experiences of being involved in improvement work. It is delivered as part of the Skills2Manage,

Transforming Care and the RCN Clinical Leadership Programme. There is scope to deliver this

on a demand led basis e.g. when you are about to embark on an improvement journey.

Silver Foundation


Quality Improvement Silver Foundation

The Silver Foundation level will help you apply quality improvement principles to make your

workplace function more smoothly.

Silver Foundation level includes:

A two day taught course offering a complete package of training.

Understanding and applying the Model for Improvement

The 2 days provide a more in depth overview of quality improvement and how you might

apply it.

Participants will be required to complete a short reflection on their learning and its

application after completion of the training.

This program is aimed at being delivered to teams on demand led basis, e.g. a department is

looking to develop its team in quality improvement skills, a programme delivered to them by CSI

supported by a Silver Practitioner from that team.

Also there could be up to 80 delegates per year participate in scheduled programmes (4 cohorts

of 20 delegates), this will be demand led. In addition, staff participating in the Leading

Improvement in Patient Safety (LIPS) programme will achieve the Silver Foundation Level.

Silver Practitioner


Quality Improvement Silver Practitioner

This is a more advanced continuous improvement programme, an intensive 6 day course which

goes into more detail on continuous improvement approaches, tools and techniques. As part of

the course the Practitioner programme equips participants with the skills to deliver an

improvement project in their workplace. The project must be agreed and championed by an

Executive or Senior Manager who will need to state how they will intend to use the delegates

new skills after completion of the programme. In this way both the individual, the service and

ultimately patients and citizens benefit.

You will be able to:

Apply skills that will help you to complete an improvement project in the workplace .

Be able to apply the DMAIC approach to problem solving.

Understand and be able to apply the Model for Improvement.

Learn to recognise the processes you work within and how you can improve them – thereby

collectively improving the services provided by the public sector in Wales.

Increase your confidence in using continuous improvement tools & techniques.

Demonstrate ability to make service improvements.

Demonstrate improvement to the wider organisation.

Target Audience:

Individuals who are being asked to lead the delivery of sustainable improvement or those

who are interested and motivated by delivering improvement.

Duration:

5 ½ days – 3 workshops over 17 weeks ( ½ day introduction workshop, 3 day workshop, 2

day workshop).

The aim is that up to 80 delegates participate per year (4 cohorts of 20 delegates)

If you want to apply to undertake this course please complete the application form at the back of

this prospectus.

Improvement Champion


Quality Improvement Champion

This 1 day interactive workshop is designed to give senior influencers/decision makers an

overview of continuous improvement approaches, tools and techniques. There is a focus on

how the expectations, roles and responsibilities of senior decision makers influence the success

of continuous improvement work. The delivery of successful improvement work is dependant on

the ownership, support and challenge of the senior leaders. Quality improvement efforts can fail

because they are seen as additional to the ‗day job‘ and the issues being looked at are not seen

as important or owned by those senior individuals. Participants will:

Undertake a continuous improvement self assessment

See quality improvement tools in action

Have a whistle-stop tour of IQT training

Have an opportunity to discuss and plan how they take quality improvement forward

Target Audience:

Senior influencers/decision makers within departments who are responsible for the delivery

of sustainable improvement and development. If you intend to send staff on quality

improvement training, this workshop is essential to the success of that training.

Managing Change Successfully


This 2.5 day programme provides practical insight into the skills and knowledge to manage

change successfully combined with an organisational development perspective to focus upon

people, structures, cultures and systems. The aim of the programme will be to build expertise in

managing change to support new models of service delivery and the transformation of service.

Managers and leaders will be inducted into the latest thinking and change management practice

to build a kit of high impact tools and technologies supporting the drive for greater efficiency and

innovation. The programme will focus upon intrinsic and extrinsic ways to deliver change and

incorporate a new impact methodology to ensure that learning is translated into practical

outcomes. Participants will be required to complete a number of diagnostic assessments to build

personal awareness and develop a personal action plan for improvement.




Gold improvement leaders are not necessarily defined by their role or what course they

have been on, rather it is more about those within an organisation that have significant skills

and enthusiasm for quality improvement.

To help facilitate the development of these individuals there is an opportunity to shadow a

member of the improvement team in delivery of training, mentoring/coaching delegates and

facilitating workshops around particular areas of work. During this shadowing arrangement

the delegate will get the opportunity to observe, practice and when ready lead on some

aspects of the work they are shadowing and to begin to take on a mentoring/coaching role

with their colleagues who are undertaking quality improvement training/work.

Target Audience:

Individuals working across the organisation who have a significant improvement agenda and

have undertaken the Silver Practitioner programme or equivalent. The delegate will show

enthusiasm for improvement work and will be self motivated to free up their time and play an

active role in their own personal development in this area of their skills

If you want to apply to undertake this programme please complete the application form at the

back of this prospectus.

Other Programmes with QI

C a r d i f f & V a l e U H B

Other Development Programmes with a supported QI component

There are a number of programmes available within the organisation which cover a

wider area of development for delegates but have a QI component, and all delivered by

the Continuous Service Improvement team. These include the RCN Clinical Leadership

Programme, Skills2Manage, Senior Clinical Leaders Programme and Leading Quality

Improvement.

Developing Quality Improvement Skills - Silver Foundation Course Application Form

Name

Email address

Contact Number

Dept/Dir/Clinical Board

I wish to undertake the Silver Foundation-

Course starting on

Date of Course

Below put your reasons to attend

If accepted I will commit to attend all training sessions and after the course take time to complete a reflection document that shares

my learning and what I am/will do differently in the future.

Signed

Date

Sponsors Name

Sponsors Email address

Sponsors Contact Number


I fully endorse this application to undertake Silver Foundation Training and will commit to releasing them to attend all training ses-

sions and encourage and provide the resource for the delegate to complete the IQT Bronze eLearning prior to attendance.

The Bronze level IQT eLearning is hosted on Learning@NHSWales. Please follow these steps to undertake the Bronze level learning.

Using your internet browser go to http://www.mle.wales.nhs.uk/

1. Log into the site if you are already registered, otherwise register with the site by clicking on ―Create new ac-

count‖ towards the top right of the screen. Once you receive your site password, log into the site.

2. Scroll down the page, under ―Course Categories‖ you will see an option ―Quality Improvement‖. Click here.

3. You should now see an option for the ―Improving Quality Together – Bronze Level‖ course. Click here.

Using the CVIQT enrolment key for join the course. Instructions on how to progress through the course are given on

Signed

FOUNDATION

http://www.mle.wales.nhs.uk/

Developing Quality Improvement Skills - Silver Practitioner Course Application Form

Name

Email address

Contact Number


I wish to undertake the Silver Practitioner

Course starting on

Date of Course

Below put your reasons to attend

If accepted I will commit to attend all training sessions and the time that I need to properly apply my learning to an improvement

project that has to be delivered to successfully complete this programme. I have also read and understood the information overleaf.

Signed

Date

Sponsors Name




I fully endorse this application to undertake Silver Practitioner Training and will commit to releasing them to attend all training ses-

sions and to give them time and resource needed to complete their improvement project. Also on completion of the programme I

intend to utilise the skills that have been demonstrated by the delegate on an ongoing basis to deliver further improvements for the

organisation. The following statement summarises my intentions

Signed

PRACTITIONER

Developing Quality Improvement Skills - Silver Practitioner Course Application Form

Programme information

Duration of the programme – 6 months

Programme Duration of

Workshop

Details

Acceptance Joining instructions will be approximately 30 days prior to start of workshop. You will be

notified who your mentor is and you will need to arrange to meet them prior to the first work-

shop. They will explain the process and what is expected of you and what you can expect

from them throughout the programme.

Workshop 1 4 hours The first workshop introduces you to the process and helps to scope your project. Following

this workshop you will have approx 30 days to complete your project charter prior to the

next workshop. Your mentor is available for support.

Workshop 2 3 consecutive

days

Workshop 2 covers the Define, Measure and Analyse part of the process. You will need to

verbally present your project charter to the group. If you have access to a laptop it would be

beneficial to bring it on the second day. Following this workshop you will have approx 60

days to work on your project prior to the next workshop, your mentor is available for support.

Workshop 3 2 consecutive

days

Workshop 3 cover the remainder of the DMAIC process Improve & Control. For the work-

shop you will need to prepare a short presentation for feedback to the group on your pro-

gress and during this workshop you will undertake an open book assessment. Following this

workshop you will have approx 60 days to complete your project prior to the Presentation,

your mentor is available for support. You will also need to complete a short reflection on

your learning and the application of that learning.

Presentation

(Formal End

of Pro-

gramme)

4 hours You will present your project to your peers, mentors, sponsors and champions. During

which you will be assessed on application of learning and the outcome of your project.

(See assessment criteria below)

Assessment Criteria

Define Measure Analyse Improve Control

The project has a

clear problem state-

ment that identifies

the problem

A project charter has

been completed and

submitted

A high level process

map has been de-

veloped

Stakeholder analysis

was carried out at

the beginning of the

project

A data collection plan

was developed prior to

collecting data

An appropriate amount

of data has been col-

lected

Data has been collected

in a consistent manner

both before and after

changes

Charts have been used

appropriately

Data / Charts Inter-

preted appropriately

Data has been used to

inform decision making

Processes have been observed, analysed to identify waste in the system

Ideas have been experi-mented with

Appropriate tools have

been used to select the

improvement action

PDSA pilot has been

undertaken and results

recorded

Stakeholder/s have

been kept appropriately

engaged throughout the

project

Outcomes are clearly

evidenced

Appropriate controls

have been introduced to

ensure sustainability

Post improvement data

has been collected and

illustrated in appropriate

charts

New process has been

documented where ap-

propriate

Sustainability has been

evidenced

Further improvements /

next steps have been

considered and re-

corded

Developing Quality Improvement Skills - Building towards Gold Application Form

Name

Email address

Contact Number


I wish to shadow a member of the Continuous Service Improvement team because

If accepted I will commit to attend all planned shadowing opportunities and take time to complete a reflection log that shares my

learning and what I am/will do differently in the future and I will be taking an active role in quality improvement in my department

Signed

Date

Sponsors Name




I fully endorse this application to shadow CSI team members and will commit to releasing them to attend all planned shadowing

opportunities and support and challenge this individual to take a significant role in Quality improvement in the department which

should include mentoring/coaching other staff when they are undertaking training. Below summarises how I will facilitate this.

Signed


Silver Foundation Course Schedule - 20 places per course - venues tbc

2013/14 Foundation C5 12th and 13th March 2014

2014/15 Foundation C1 Demand Led




Silver Practitioner Course Schedule - 20 places per course - venues tbc

2013/14 Practitioner C3 First Workshop - 11th

October 2013

2014/15 Practitioner C1 First Workshop - 23rd

January 2014

2014/15 Practitioner C2 First Workshop - 9th April

2014

2014/15 Practitioner C3 First Workshop - 18th June

2014


September 2014


December 2014

All other development is available on a need, demand and capacity led basis. If your

department is looking to have bespoke Quality improvement skills training then complete

the CSI Support Request Form

http://nww.cardiffandvale.wales.nhs.uk/pls/portal/url/ITEM/DB06031579D126D0E0400489923C490D

For further information contact

Nick Tyson

Knowledge Management & Improvement Skills Development Manager

Continuous Service Improvement

02920 748581

WHTN 01872 8581

Email [email protected]

http://nww.cardiffandvale.wales.nhs.uk/pls/portal/url/ITEM/DB06031579D126D0E0400489923C490D

mailto:[email protected]

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