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Performance Improvement - Printed Materials  | | The Handbook for Improvement is designed specifically for healthcare professionals and serves as a quick reference guide for performance improvement tools and concepts. This handbook is written in a clear and concise format and uses healthcare-specific examples. It can be used to support just-in-time and classroom training, and as a reference guide for teams and individuals. The Handbook is the participant manual for Tools School.
This valuable, all-in-one resource includes principles for performance improvement, process improvement methods, project management tools, group decision-making tools and control charts. In addition, data collection principles and methods are included along with data display and analysis tools, a glossary and reproducible forms. |
  | | | Improvement Skills Modules consists of a user-friendly teaching guide organized by skill/knowledge components and participant reference materials. This modular training system includes detailed teaching and media notes, reproducible handouts and overheads for exercises, and suggestions for how to use modules on a just-in-time basis with projects or for traditional classroom instruction. A black and white master of the overheads, the Handbook for Improvement, a comprehensive tool reference manual, is also included in the system. The Handbook is to be used as a participant manual for training sessions and as take-away reference materials for session participants. |
 | | | Participant manual for the one-day staff Continual Improvement Orientation workshop. The Continual Improvement Orientation workshop is designed to introduce the basic concepts of improvement. The content focuses on team skills, statistical thinking, and tools of performance improvement. |
 | | | The Continual Improvement Orientation staff trainer kit includes a trainer study guide, trainer copy of the participant manual, a black and white master of the overheads and an electronic copy of the PowerPoint slides from which color overheads can be made. |
 | | | Participant manual for the two-day Continual Improvement Tools workshop. The purpose of the Continual Improvement Tools workshop is to provide a practical, hands-on approach to developing the skills and knowledge required using data tools, group decision making tools, and planning tools. Participants work through an improvement case study and have an opportunity to apply quality improvement tools. |
| | | | The Continual Improvement Tools trainer kit includes a trainer study guide, trainer copy of the participant manual, a black and white master of the overheads and an electronic copy of the PowerPoint slides from which color overheads can be made. |
 | | The FAST-PDCA Leader's Guide is an easy to follow, step-by-step guide for leaders of improvement teams who want to accelerate their improvement activity. The guide is designed to be used in conjuction with ELI's Handbook for Improvement.
The guide includes steps, tips, and stuck points to help the team leader avoid pitfalls and proceed at a rapid pace. The combination of these two resources provides a wealth of information for the leaders of improvement activities. |
 | | | Participant manual for the three-day Facilitating Improvement Projects workshop. This workshop provides the knowledge and skills required to facilitate improvement projects. The role of facilitator as both a process guide and as an improvement tools and methods expert is examined. The workshiop targets critical skills in managing team processes, assisting the team leader in planning and preparation, and coaching the team through the use of improvement tools and methods. Participants get extensive hands-on facilitator practice through the use of simulated team meetings. |
 | | | Participant manual for the two-day Control Charts for Healthcare workshop. This workshop is designed for individuals who serve as internal statistical consultants. A secondary audience is middle and senior-level managers who want to increase their knowledge and skills in data collection and statistical methods. The workshop focuses on the application of control charts in healthcare. |
 | | | PathMaker was created to help leaders who are trying to solve problems and improve processes. It is an integrated tool kit that supports logical and creative thinking, consensus decision-making, planning, data collection and analysis, and project management. (Click Here for a free 30-day trial.) |
Performance Improvement - Videos  | | | Viewers learn about the elements of a cause and effect diagram, how to construct a cause and effect diagram and how to use the cause and effect diagram in performance improvement teams. |
| | | This video introduces viewers to the concept of consensus decision making. After viewing this tape, individuals will be able to use multiple voting, rank ordering and structured discussion to lead a group to a consensus decision. |
| | | Viewers learn about the concept of flowcharting a process, the elements of a flowchart and the development and use of flowcharts. |
| | | This videotape presents the idea generating tools of brainstorming and nominal group technique. |
| | | Viewers learn a seven-step meeting process and team meeting roles. |
 | | | Viewers learn the components of a data collection plan. This video presents eight basic questions, that when answered, lead to a plan to ensure data is collected in an efficient and effective manner. |
| | | Operational definitions, stratification and sampling are three of the most critical yet difficult aspects of a good data collection effort. Viewers learn what these methods are and how to use them successfully in performance improvement. |
| | | This video gives specific direction on how to create a Pareto diagram and enables viewers to use this tool in their own improvement efforts. |
 | | | This video explains the concept of variation - one of the essential areas of knowledge needed for performance improvement, yet often one of the most difficult for an organziation to grasp. The concept is basic to an understanding of process performance and the decisions needed to monitor, control and improve the products and services your provide. |
 | | | This two-video integrated learning module takes the mystery out of control charts by showing how these important improvement tools can be used in practical and effective ways. One videotape provides the tools and skills to select, construct and interpret control charts, while the second shows how control charts are being used in various settings at an actual healthcare organization. |
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 | | | Developed by Dr. W. Edwards Deming, The Red Bead Experiment is designed to help participants understand the need for process control. Participants are asked to produce only white beads by dipping a paddle into the raw material of white and red beads. Red beads represent a faulty product or outcome. Participants are put under increasing pressure to produce only white beads and quickly begin to understand that only an improvement in the process will change the outcome. The Red Bead Experiment is an enjoyable activity that can be used to illustrate many barriers to processes improvement. This kit includes beads, paddle and trainer's notes. |
Customer for Life - Printed Materials  | | | This Trainer Kit includes a trainer study guide, trainer copy of the participant manual, a black and white master of the overheads and an electronic copy of the PowerPoint slides from which color overheads can be made. |
 | | | This is a Participant Manual for a one-day leadership workshop. This course discusses how to develop a vision for service, the leader actions and skills needed to support the improvement of service delivery, approaches to developing service standards, how to recover from service breakdowns and how to create departmental and personal plans to improve service delivery. |
 | | | The leadership Trainer Kit includes a trainer study guide, trainer copy of the participant manual, a black and white master of the overheads and an electronic copy of the PowerPoint slides form which color overheads can be made. |
Customer for Life - Videos Request Previews  | | | Addresses critical contact points where customer loyalty can be built or destroyed. Gives steps on how to interact at each of the contact points. |
| | | Gives practical guidance on how to move upset or angry patients and family members into productive problem solving. |
| | | Provides training in the steps of service recovery that can be applied by every person in your organization to transform breakdowns into opportunities to create customers for life. |
 | | | Explores the basic principles and skills for gracious and effective telephone use in healthcare organizations. |
| | | Explores special service roles that healthcare workers can assume that enhance patient, family and visitor satisfaction. |
| | | Examines 7 principles for protecting the confidentiality, privacy and modesty of healthcare customers. |
Management Training  | | | Revised to meet updated HIPAA regulations on confidentiality. This program describes the legal and ethical duty of all caregivers to safeguard the confidential information of the people they care for. This includes patients in acute care or home care settings, and residents in long term care. It also explains how caregivers are affected by the Health Insurance Portability and Accountability Act (HIPAA), and demonstrates effective methods for maintaining confidentiality. Plus, provides confidentiality dilemmas and role playing. |
 | | | This video provides a review of the Health Insurance Portability and Accountability Act and focuses on the patient privacy and data security issues that will have the most impact on the practices of healthcare workers. The program provides a detailed review of the reforms that have been identified for implementation and provides information to help healthcare workers comply with these new guidelines. |
 | | | Identifies the five areas of a manager's responsibilities which will help the supervisor better deal with your employees and turn them into valuable assets. Topics include: setting goals, delivering praise, reprimanding, delegating, and over-supervising. |
 | | | A formal mentoring program can help organizations with succession planning, training for turn-key positions, corporate culture change, and extended orientation for retention. This course is designed to help your company begin a formal mentoring program or strengthen the skills of its current mentors. It examines the value of a formal mentoring program to the organization, the mentoree, and the mentor. Mentors grow in confidence as they use the mentoring cycle to address specific learning and organizational goals. Mentors learn how to appropriately use feedback to help mentorees explore what is going well and what needs improvement. |
 | | A formal mentoring program can help organizations with succession planning, training for turn-key positions, corporate culture change, and extended orientation for retention.
This course is designed to help your company begin a formal mentoring program or strengthen the skills of its current mentors. It examines the value of a formal mentoring program to the organization, the mentoree, and the mentor. Mentors grow in confidence as they use the mentoring cycle to address specific learning and organizational goals. Mentors learn how to appropriately use feedback to help mentorees explore what is going well and what needs improvement. |
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