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Driving quality through Hoshin planning
1Quality Management, E.L. French Center, Devon, Pennsylvania, USA.
The Joint Commission Journal on Quality Improvement
|January 1, 1996
Summary
Hoshin planning, a strategic management approach, improved resource allocation and customer satisfaction in a psychiatric center. This continuous quality improvement initiative streamlined the admissions process and enhanced patient care.
Area of Science:
- Healthcare Management
- Quality Improvement Science
- Psychiatric Services
Background:
- Hoshin planning was implemented in 1994 at a 160-bed residential psychiatric center to enhance a continuous quality improvement (CQI) program.
- The goal was to strategically allocate resources to critical improvement opportunities for significant results.
Purpose of the Study:
- To evaluate the effectiveness of Hoshin planning in a residential psychiatric setting.
- To identify and address key areas for improvement in patient care and operational efficiency.
Main Methods:
- Management identified 15 key care functions and surveyed customers to pinpoint high-importance, low-satisfaction areas.
- Three top improvement areas were selected, including admissions, based on survey data and impact on other functions.
- Staff input was gathered, and empowered teams addressed process improvements, such as reducing admission times.
Main Results:
- A one-year assessment, including customer resurveys, indicated a shorter admissions process.
- Treatment planning was rescheduled for optimal staff and patient input.
- Treatment units actively addressed safety concerns.
Conclusions:
- Hoshin planning facilitated targeted resource allocation, employee involvement, and consumer-visible improvements.
- Integration of Hoshin planning with the overall quality improvement process from the outset is recommended.