CQI...TQM...PI...Outcomes...Pathways... Benchmarks...etc...!
So many abbreviations and terms are used by healthcare providers that it's almost "dizzying!" As a progressive provider of rehabilitation services, we at THE pt GROUP use this "alphabet soup" vocabulary, but more than that, we plan, implement, foster, test, re-test, evaluate, act and re-evaluate the multiple processes they represent. Why do we do this? Are we actually mandated by someone or something to apply these techniques, to strive for improvement, to excel to the best of our abilities? We've instituted our internal quality initiatives because we, both clinical and administrative team members, believe in them. Sounds fairly simple, doesn't it? Don't be deceived by the surface simplicity, however, as the unique structure of our practice alone presents major challenges in instituting an effective CQI program.

Whatever term may be used to refer to an improvement initiative, the basic crux of the matter is this: An organization employing such an initiative, addresses and integrates all operational and process issues that clearly impact the efficiency of all staff members' performance. To provide a snapshot view of CQI at THE pt GROUP, simply stated, all staff/team members work together to build QUALITY into clinical and office processes. We encourage submission of ideas and suggestions, and encourage the development of solutions along with identification of "quality/process issues" or areas in need of improvement. It is our philosophy that quality improvement is worth the effort it takes, as we recognize the impact on customer satisfaction throughout our organization. Our general philosophy is a belief that quality improves productivity, while quality and productivity together improve service, which ultimately results in this "payoff": Customer expectations and satisfaction are not only met, but more importantly, are exceeded. We believe further in the concept of customer "delight", which far surpasses the adequate, or "okay", ratings that are acceptable to some. As an organization, we strive for excellence and truly believe that we can, and will achieve our goals, then proceed with developing new ones to reach for and conquer on a continuous basis.

Our CQI program at this time encompasses these major responsibilities: scheduling and facilitating regular periodic team meetings for all employees, involving our employees in conducting annual review and revision of internal policies and procedures, generating and analyzing multiple statistical reports (i.e., clinical pathways outcomes data, departmental studies, etc.) pertinent to the practice, performing all internal and external peer/utilization review activities, centralizing all risk management and infection control activities, overseeing, interpreting and analyzing customer satisfaction surveys, and participating in staff education, training and development. Sounds like a "tall order," which indeed it is! To restate our overall philosophy, CQI is certainly worth the effort at THE pt GROUP!

Cynthia Carasia, RN, MS, CPHQ, is Director of Continuous Quality Improvement for THE pt GROUP.