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Story of Measurable Improvement in Public Health

Name of Health Department/Agency: Franklin County Health Department
State: KY
Contact Name: Judy Mattingly
Contact Information:
Date Added: 6/27/2011
Program/Topic Area: Repair request process
QI techniques/tools:  Fishbone Diagram, Flowchart, Histogram, Prioritization Matrix, Root Cause Analysis, Pre/post test survey
Description of the process and intervention: Using the results of an agency self-assessment and a series of prioritization matrices, the agency chose to use QI to improve the agency’s repair request process. The goal of the effort was to increase staff knowledge of the repair process from 22.2% to 52.2% and increase satisfaction of the process from 38.9% to 68.9%. A fishbone diagram identified a lack of written procedures about how, when and with whom to communicate when repairs were needed as the root causes leading to an absence of a log of repairs. The improvement theory was that if the agency provides formal training and a formal written process to follow for repair requests then both staff understanding of the repair request process and staff satisfaction with the repair request process will increase. To test the theory, a pre-test was administered to staff to test knowledge and satisfaction with the repair request process, a training about the streamlined repair process was provided, and a post-test was administered to measure change in knowledge and satisfaction.
Result/outcome: As a result of the streamlined repair process and staff training, staff understanding of the repair request process increased by 61.1% and staff satisfaction increased by 55.5%.
Next Steps: The agency will adopt and standardize the improved repair request process, policies will be revised to reflect the improved process, and a log of repairs will be maintained for accreditation documentation.

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