Beyond the monthly or quarterly Quality Improvement meetings where we show up to either strut our collective performance achievements or gingerly release the tale of woe that befell our beleaguered improvement projects, are the real champions of quality. These are the people who are your front lines and actually reveal to you the substance of your quality initiatives. Take a look at the blog post by Robert Lloyd, Executive Director of Performance Improvement at the Institute for Healthcare Improvement. It’s been my experience that most people who find a folder misfiled and refile it correctly, notice that storage is being utilized for a purpose other than that for which it was intended and help to find a solution, or review their documentation one more time for a code they participated in to assure complete accuracy, do these things because it’s their nature. They want to leave something better than how they found it, and quality is at the heart of their work ethic.
It has also been my experience that even people like this can become disheartened when quality is merely a four-walled room and a monthly meeting. In Lloyd’s post, he tells about the CEO who, upon learning that there was a shortage in the ER Department, went down and started registering patients and even transporting them in wheelchairs to their next destination. The people who reflect the culture of quality in your hospital are beacons of care and commitment in their own right, most likely. But, with leadership such as the ER-working CEO who demonstrates a walking-the-walk focus on every person doing quality, there will be a rise in dedication to quality that is widespread, enthusiastic, and positively infectious!