The Official Journal of the
National Association for Healthcare Quality

Editorial: Your Editorial Team at Work
Luc R. Pelletier

Lean Six Sigma in Healthcare Henk de Koning, John P. S. Verver, Jaap van den Heuvel, Soren Bisgaard, Ronald J. M. M. Does

Abstract: This article outlines a methodology and illustrates how principles of Lean Thinking and Six Sigma can be combined to provide an effective framework for producing systematic innovation efforts in healthcare.

Laying the Cornerstone: An Employee-Driven Customer Service Program Stephen M. Davis, Ann S. Chinnis, J. Erin Dunmire

Abstract: This article describes a unique employee-driven customer service initiative, highlights obstacles to implementing a customer service program in a multifaceted academic setting, and discusses the use of a novel tool, Q technique, to prioritize employee feedback.

Family-Driven Quality Improvement in Inpatient End-of-Life Care
Marian Hodges, Marla R. London, Janyce Lundstedt

Abstract: To enhance end-of-life care in a community hospital system, an interdisciplinary team designed and implemented a mail survey to obtain feedback from families of inpatients who died.  The team then focused on questions with comparatively lower scores: physician communication, physician compassion, and family understanding of what to expect as their loved one approached the end of life.

Patient Safety in Emergency Situations: A Web-Based Pediatric Arrest Medication Calculator
Charles G. Blackledge Jr., Michael A. Veltri, Carol Matlin, Wayne Sparkes, Christoph U. Lehmann

Abstract: To prevent adverse drug events for pediatric patients, increase care provider efficiency, and reduce stress for care providers, a technology tool was developed that calculates medication dosage requirements during emergency situations.

Interview with a Quality Leader: Audrey Nelson on Translating Research on Patient Safety into Practice
Susan V. White

Audrey Nelson, PhD RN FAAN, is the director of the Veterans Integrated Services Network 8 Patient Safety Center of Inquiry (PSCI) at the James A. Haley Veterans’ Hospital in Tampa, FL. In the past decade she has conducted research and developed clinical innovations to address the compelling need to improve safety, function, and quality of life for persons with disabilities.

Aligning Financial Incentives with Quality of Care in the Hospital Setting
John T. Berthiaume, Richard S. Chung, Kira L. Ryskina, Jim Walsh, Antonio P. Legorreta

Abstract: This article describes the structure, implementation, and early results of a performance-based hospital incentive program designed to assess hospital performance in risk-adjusted complications and risk-adjusted length of stay, patient satisfaction, and hospital processes of care measures.

Brief Report: Reliability and Validity of the TQManager Feedback Instrument
Catherine Lageson

The focus of this article is secondary analysis of data to establish the psychometric properties of the TQManager Feedback Instrument, which assesses five key managerial competencies related to creating work environments where quality management can thrive.

Conference Brief Report: Institute for Healthcare Improvement National Forum on Quality Improvement in Health Care
Susan V. White

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Reducing Nosocomial Urinary Tract Infections Through Process Improvement
Brenda G. Hansen