Performance & Quality Assurance

Effective Quality Assurance and Performance Improvement

Effective Quality Assurance and Performance Improvement (QAPI) programs are essential to improving the quality of the organizations deliverables and quality of culture of the people who breathe life into the organization everyday. These programs merge two complementary quality approaches together.

The first approach, quality assurance, is the process of meeting standards and assuring that systems reach an acceptable level. The second, performance improvement, is the pro-active, continuous study of processes with the intent to prevent or decrease the likelihood of problems. Together, these two approaches are critical for improving the health of the organization.

The following are the dimensions from which we approach QAPI:

Design and Scope

A QAPI program should be ongoing and comprehensive, dealing with the full range of service offered by the organization. It should aim for safety and high quality deliverables within the scope of the companies mandate.

Governance and Leadership

The administration of the organization should ensure leadership seeks input from all stakeholders. This governing body should also verify that adequate resources exist to conduct successful QAPI efforts by requiring company-wide QAPI training and increasing member accountability.

Good leadership results in an organization’s success. Great leadership establishes unity and purpose among the workforce and shareholders. Creating a thriving company culture provides an internal environment that allows employees to fully utilize their potential and get actively involved in achieving its objectives. The leaders should involve the employees in setting clear organization goals and objectives. It motivates employees, who can significantly improve their productivity and loyalty.

Feedback, Data Systems and Monitoring

The organization should put systems in place to monitor services using data from multiple sources. For example, feedback systems actively incorporate input staff, clients, leadership and others as appropriate. This includes using performance indicators to monitor a wide range of processes and outcomes and comparing performance to identified benchmarks. This element also includes tracking, investigating and monitoring adverse events that must be investigated every time they occur, as well as action plans implemented to prevent recurrences.

Performance Improvement Projects (PIPs)

A PIP is a short sprint focused effort on a specific problem in the organization that aims to gather information in order to clarify issues or problems and take action to improve the outcome.

Systematic Analysis and Systematic Action

This component includes the organization taking a systematic approach to determine when an analysis is needed in order to fully understand a problem, its causes and implications of change. This approach will determine whether and how identified problems may be caused or worsened by the way care and services are organized or delivered. Developing policies and procedures and demonstrate proficiency in the use of Root Cause Analysis. In hopes of preventing future instances, continual learning and continuous improvement are necessary.

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