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Quality Consulting
Gina Ingrouille
PH:0478 649 137
Introduction to Continuous Quality
Improvement
14 July 2015

2. Time Agenda
9:00 Pre-event Questionnaire
9:15 Introductions – Trainer Background – Intro from participants
9:30 What is Accreditation
What is Continuous Quality Improvement (CQI)
Why do we need CQI
10:00 CQI and the PDCA model (Closing the Loop)
10:30 Morning Tea
10:45 Policy and Procedure - Why?
What are the barriers to using P and P
11:45 Workshop on finding what is needed quickly
12:30 Lunch
1:00 Overview of the QIC H&CS Standards
2:00 Q and A
Practice for Accreditation and the Review (keeping CQI in mind)
3:00 Any Questions from Creating Links staff
3:00 Final Evaluation Questionnaire

3. Questions and Intro
Quick pre-training assessment.
Introductions.
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4. QIC Accreditation
What is accreditation?
The status obtained by an organisation after a
successful third party external review by a
recognised body.
Why an external review?
It demonstrates Continuous Quality
Improvement (CQI) is in place.
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5. What is CQI?
1. Continuous Quality Improvement is a process
to ensure programs are: Systematically and
intentionally improving services.
2. Increasing positive outcomes for the families
they serve.
3. CQI is proactive, not reactive(ideally).
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6. Why do we even need
CQI ?
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7. Corporate Reasons
• Some funders will not fund an org or service
not demonstrating CQI.
• Many insurance providers will only insure
service providers on the basis of
accreditation status.
• In many areas of health and community
service especially with NDIS – consumers
will choose their own provider on websites.
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8. Care Reasons
• Reduce Risk - identify, eliminate or minimise
the things that go wrong.
• Improve Care - support care and services to
go right.
• Re-produce Quality - develop care and
services to achieve consistently good care for
every consumer, every time.
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9. CQI and a the PDCA model
Accreditation consists of:
1. Internal Review (self assessment)
1. External Review (objective and against standards)
2. Feedback (Finalising the feedback, negotiations)
3. Taking Action (Quality Action Plan)
May attain accreditation or may have a PoG to action
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10. CQI and a the PDCA model
Accreditation providers, reviewers or
assessors are looking for evidence of
Continuous Quality Improvement.
1. Desktop Audit (review journal).
2. Site visit and confirming evidence (P&P,
registers)
3. Interviews with staff, stakeholders and
consumers (corroboration).
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11. CQI and a the PDCA model
PLAN – DO – CHECK – ACT
Showing evidence of CQI will require more
than a Policy or a Procedure.
So how do we show we engage in CQI?
• Plan – see where change is needed.
• Do – test a change. Look at best practice.
• Check – review; check if it is working.
• Act – if it works use it, formalise it, if not
try again.
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12. PDAC
Plan
DoCheck
Act
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13. Change Process Register
Date System or
process
Current
Status
Need for
change
Identified
B/P
New
Process
Date for
Evaluation
Diarised Adverse
effects
anywhere
?
Continue
with new
process?
28/2/15 Leave
Application
Leave form
does not have
enough ticks
and checks.
Leave is
accessed at
critical
times for
org.
All leave
must be
signed off
by Sup;
Business
Serve and
checked by
Payroll.
A new flow
has been
inserted on
leave
sheets and
staff have
been
briefed.
28/6/15 Yes via
outlook
Nothing
adverse.
Yes.
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14. Exercise
Each Service Group
Example of where you have seen a process or
system which is not working well, is creating a
risk or not delivering the outcome needed.
Use change process model.
Present to group.
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15. Morning Tea
Come back and discuss answers.
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16. Use of the PDCA?
• As a model for continuous improvement.
• When implementing any change.
• When starting a new project.
• When developing a new or improved design
of a process, product or service
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17. Policy and Procedure
• Why do we have them?
• Hand up those who would ask the person next
to them or send an email before using a P and
P?
• Hand up those who go to a P and P first ?
• What barriers do you experience to picking up
a P and P when you need to know something?
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18. Policy and Procedure Workshop
Laptops
3 groups (service types)
Policy queries
Find the answer
Present to group
Swap around
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19. Lunch
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20. Overview of the QIC H&CS Standards
QIC Health and Community Services Standards
(6th Edition Vs. 1.2)
1. Building quality organisations
2. Providing quality services and programs
3. Sustaining quality external relationships
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21. What happens with poor standards
performance?
1. Building quality organisations
(governance/management)
• Little strategic direction
• No alignment with environment or funders
• Finances may be at risk, risk is not monitored
• Opportunities lost
• An unsupported CEO or management system
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22. What happens with poor standards
performance?
2. Providing Quality Services and Programs
(Clients, consumers, families, patients)
• Assessment and planning ?
• Cultural safety ?
• Consumer rights
• Coordination of services and programs
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23. What happens with poor standards
performance?
3. Sustaining quality external relationships
(complementary to services and future)
• Agreements and partnerships?
• Collaborate and position strategically?
• Contribute to overall ‘good practice’?
• Capacity build, service, staff…?
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24. Evidence – what is good?
Relevant (related to the practice)
Current (confirms the practice still occurs)
Reliable (same conclusion by different
people)
Corroborated (more than one piece
confirms same)
Coherent (multiple, logical with clear
connections)
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25. QIC Standards
Practice Questions
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26. Training Evaluation
Post Training Evaluation
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27. Links
• Australia
• Quality in health and community services
• Australian Commission on Safety and Quality in Health Care
• The Australian Association for Quality in Health Care
• Australian Patient Safety Foundation
• Community sector
• ‘Our community’ website – developmental material for community organisations
• Primary health care
• Australian Institute for Primary Care and Ageing
• Australian Journal of Primary Health
• Primary Health Care Research and Information Service (PHC RIS)
• General health sector
• Australasian College of Health Service Management
• Australian Healthcare & Hospitals Association
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