In contrast to classic enumerative research in which the clinical environment can be well controlled, quality improvement work focuses on sampling and intervening upon a less controlled and dynamic process or system with the intent of improving it.10 Just as treatment strategies in clinical medicine are based on diagnostic testing, so too in quality improvement work, the strategy of diagnosing the current state allows for linking the root cause of quality problems with solutions that can induce positive change.
Several common diagnostic tools are used to identify root causes of quality and safety issues. These include the following: 1) process mapping, 2) cause-and-effect diagrams, and 3) Pareto charts.
Process mapping
Process maps are tools used to understand the system that is being studied. A process map is a graphic depiction of the flow through a process, which creates a collaborative awareness of the current state and identifies opportunities for improvement. It is important that multiple individuals who have knowledge of the process in question are involved in its creation. Process maps are created by first establishing the start and end of the process. Second, the high-level steps are included. Third, a more detailed set of steps can be included within each of the high-level steps.
Cause-and-effect diagrams
Cause-and-effect diagrams, also known as Ishikawa or fishbone diagrams, are helpful brainstorming tools used to graphically display and explore potential causes of a target problem. They illustrate that there often are many contributing factors to one underlying problem and the relationship between contributing factors. Classic examples of categories include equipment, environment, materials, methods and process, people, and measurement.10 Figure 1 provides an example of these tools in an effort to improve ADR.
To identify the most important contributors to the target problem and thus where to focus improvement efforts, a Pareto chart, a bar graph that places all defects/causes in the order of the frequency in which they occur, is constructed. The x-axis is a list of possible defects (Figure 1). The y-axis is the frequency with which any one defect is occurring, and the third (x-2) axis is the cumulative frequency. In theory, it is expected that there will be a vital few defects that account for 80% of all occurrences (referred to by some as the 80:20 rule).10, 11 Populating this graph requires measurement, which, as discussed earlier, is the key to understanding any problem. Measurement can be accomplished through direct observation/audit, chart review, and/or multivoting.
Question 3: What changes can result in improvement?
Once the improvement team has defined an aim and established its family of measures, it is time to develop and implement an intervention. Rather than investing time and resources into one intervention that may or may not be successful, it is preferable to perform small change cycles in which the intervention is conducted on a small scale, refined, and either repeated or changed. As a result, most quality improvement projects consist of an iterative process. The Model for Improvement defines four steps that allow the improvement team to perform this: Plan, do, study, act (PDSA).4,10,11 The first two questions listed earlier allowed the improvement team to plan the intervention. The next step, do, involves implementing your project on a small scale, thereby testing your change while collecting continuous measurements. Study involves interpreting your data using both conventional methods and several improvement-specific methods (discussed later) that help answer the question of how will we know that a change is improvement? Finally, act involves making a conclusion about your first PDSA cycle, helping to inform subsequent cycles. This results in a series of small, rapid cycle changes, one building on the next, that lead to implementation of change(s) that ultimately serve to address your improvement problem and your project aim.
A change concept is an approach known to be useful in developing specific changes that result in improvement. Change concepts are used as a starting point to generate change ideas. A number of change concepts spanning nine main categories have been defined by the Associates for Process Improvement,10 including eliminating waste, improving work flow, managing variation, and designing systems to prevent error. For the purpose of improving ADR, your team may choose a few change concepts and ideas based on the diagnostic work-up. For example, the change concept of designing the system to prevent errors through standardizing withdrawal time for all physicians may lead to an improvement in ADR. This then is linked to the change idea of audible timers placed in endoscopy suites to ensure longer withdrawal times.12 The impact of this change would be measured and the next cycle would build on these results.
