Step 3:

Scope your problem

Key Point

There are only 24 hours in a day; you need to tackle something manageable!

• Define the scope of work — what part of the process and what population will you work on first?

  • What is your start and end point in the process you want to improve?

    • Example: Wait time as measured from arrival in department to departure is different than wait time as measured from time to room to time to see the doctor.

    • Start with a segment that you think will be easiest to impact — a particularly flexible MD, or less complex patient population, or a well-functioning unit. Set yourself up for success by picking a place you can have success.

• Draft a SMART aim.

  • Specific: Who will do what?

  • Measureable: Defined by specific quantitative parameters

  • Actionable: What will actually be done

  • Realistic: Fits into real-world work

  • Time Bound: How long will it take to accomplish?

• Once you think you are ready to implement change, submit your project for review by the Quality Improvement Review Committee here.

• Make sure you have a team that represents the different people or departments that impact (or are impacted by) the process you want to improve.

  • Use the Communication Plan Worksheet to think through who needs to be involved in the project and who you need to communicate change to.

  • While your core working team should be compact (no more than 10), it is critical to keep other staff in other departments impacted by the change in the loop — no one like to be taken by surprise!

• Create a plan to introduce project to executives, managers, and staff.

• Consider how people currently receive information — email, in person, meetings — to identify what works best for key stakeholders.

• Do you need help with this step? Drop us an email at QualityQuestions@upmc.edu and Wolff Center staff will be happy to help you.

Step 3: Editable Tools

• Communication Plan Worksheet