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Story of Measurable Improvement in Public Health

Name of Health Department/Agency: Licking County Health Department
State: OH
Contact Name: Chad Brown
Contact Information:
Date Added: 2/17/2012
Program/Topic Area: Service coordination for women eligible for breast and cervical cancer screenings or treatment.
QI techniques/tools:  Fishbone Diagram, Flowchart, PDCA, Run Chart,
Description of the process and intervention: The BCCP Team reviewed the program's process to determine improvement areas. It was determined the application process for new enrollees was cumbersome and not customer friendly. Additionally, breast and cervical screening appointments were not being scheduled together causing increased work for program staff and additional travel for program participants. The team developed a flow chart and fishbone diagram as part of completing the PDCA cycle. A brainstorming session was held to discuss potential solutions and a pilot project was enacted. As part of the pilot project the program staff completed the application over the phone with the clients and only mailed them the consent form to be completed. This not only reduced the amount of paperwork the client would receive, it also increased the clients’ awareness of the program services and their comfort level with the program staff. Additionally, the staff began scheduling mammograms and PAP tests on the same day for the clients. This allowed the staff to only handle the client’s chart once rather than having to complete the entire scheduling process on two occasions to schedule both tests. Not only did this reduce the time the clients’ travel time, but it also cut the workload for this process in half. The results of the interventions were studied and the team determined they were successful. As a result the program adopted the interventions and they are now standard operating procedures.
Result/outcome: The Licking County Health Department was able to increase the successful enrollment rate of the program by 5% and reduce the amount of scheduling activities conducted by staff by 50% as a result of this project.
Next Steps: Program staff have fully implemented the interventions from the pilot project, and they will continue to collect data to evaluate the changes in the future.

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