No / Despite an explosion of interest in improving safety and reducing error in health care, one important aspect of patient safety that has received little attention is a systematic approach to education and training for the whole health care workforce. This article describes an evaluation of an innovative multiprofessional, team-based training program that embeds patient safety within quality improvement methods. METHODS: Kirkpatrick's "levels of evaluation" model was adopted to evaluate the program in health organizations across one city in the north of England. Questionnaires were used to assess reaction of participants to the program (Level 1). Improvements in patient safety knowledge and patient safety culture (Level 2) were assessed using a 12-item multiple-choice questionnaire and a culture questionnaire. Interviews and project-specific quantitative measurements were used to assess changes in professional practice and patient outcomes (Levels 3 and 4). RESULTS: All aspects of the program were positively received by participants. Few participants completed the MCQ at both time points, but those who did showed improvement in knowledge. There were some small but significant improvements in patient safety culture. Interviews revealed a number of additional benefits beyond the specific problems addressed. Most importantly, 8 of the 11 teams showed improvements in patient safety practices and/or outcomes. DISCUSSION: This program is an example of interprofessional education in practice and demonstrates that team-based learning using quality improvement methods is feasible and can be effective in improving patient safety, but requires time and space for participants. Alignment with continuing education arrangements could support mainstream adoption of this approach within organizations. / Despite an explosion of interest in improving safety and reducing error in health care, one important aspect of patient safety that has received little attention is a systematic approach to education and training for the whole health care workforce. This article describes an evaluation of an innovative multiprofessional, team-based training program that embeds patient safety within quality improvement methods. Methods: Kirkpatrick's “levels of evaluation” model was adopted to evaluate the program in health organizations across one city in the north of England. Questionnaires were used to assess reaction of participants to the program (Level 1). Improvements in patient safety knowledge and patient safety culture (Level 2) were assessed using a 12-item multiple-choice questionnaire and a culture questionnaire. Interviews and project-specific quantitative measurements were used to assess changes in professional practice and patient outcomes (Levels 3 and 4). Results: All aspects of the program were positively received by participants. Few participants completed the MCQ at both time points, but those who did showed improvement in knowledge. There were some small but significant improvements in patient safety culture. Interviews revealed a number of additional benefits beyond the specific problems addressed. Most importantly, 8 of the 11 teams showed improvements in patient safety practices and/or outcomes. Discussion: This program is an example of interprofessional education in practice and demonstrates that teambased learning using quality improvement methods is feasible and can be effective in improving patient safety, but requires time and space for participants. Alignment with continuing education arrangements could support mainstream adoption of this approach within organizations.

Problématique : La rétroaction, qui s’inscrit dans un système d’amélioration de la performance des services infirmiers (SAPSI), vise à restituer des données aux équipes interprofessionnelles pour qu’elles les analysent et réalisent un plan d’action pour améliorer leur performance. La rétroaction pose deux problèmes aux organisations de santé : ses issues présentent une variabilité marquée qui demeure en partie inexpliquée; et, la conception et la mise en œuvre actuelle des systèmes de rétroaction ne prennent pas en compte sa dynamique complexe, en particulier la dimension sociale, les interactions sociotechniques, et leurs transformations liées au contexte. Nous postulons que la compréhension de cette dynamique permettrait d’expliquer différentes configurations de ces systèmes et leurs issues variées. Le but de cette thèse est de développer une théorie explicative et critique de la rétroaction aux équipes interprofessionnelles qui présente sa dynamique et les interrelations avec le SAPSI. Les questionnements formulés pour atteindre ce but ont été établis sur la base d’une revue rapide réaliste critique de la littérature. Méthode : Cette étude de cas multiples qualitative réaliste critique comporte trois cas hétérogènes et 98 professionnels d’un hôpital universitaire. Cinq méthodes de collecte de données ont été réalisées, incluant 120 heures d’observation participante, 82 documents, 4 focus groupes, 26 entretiens semi-dirigés et 15 questionnaires. L’analyse intra et inter cas, menée durant la collecte de données, a procédé selon une approche comparative et chronologique par analyse thématique, questionnement analytique et modélisation systémique pour produire une théorie explicative. Résultats : La théorie explicative modélise l’interaction récursive des structures décisionnelles, de mécanismes sociotechniques et de stratégies émergentes de médiation qui ont (re)positionné les soins infirmiers, mobilisé des ressources et priorisé une vision et des objectifs infirmiers complémentaires au niveau des unités cliniques et de la Direction des soins dès la conception du SAPSI et en continu. Selon les structures décisionnelles, centralisées ou distribuées, les issues de la rétroaction étaient conformes aux attentes et maintenaient leur contexte ; ou, présentaient l’émergence de solutions originales et transformaient leur contexte. Trois mécanismes sociotechniques ont été identifiés : (1) certains acteurs s’adaptaient aux controverses alors que d’autres les adressaient ; (2) certains acteurs empilaient les impératifs et d’autres tendaient à transformer leur contexte et leurs pratiques cliniques ; (3) certains acteurs ajoutaient des intermédiaires techniques qui maintenaient leurs interrelations et d’autres ajoutaient des intermédiaires hybrides qui les transformaient. Les issues de la rétroaction ont transformé le contexte et les mécanismes de la rétroaction et du SAPSI, et inversement. Conclusion : La rétroaction aux équipes interprofessionnelles est un système sociotechnique complexe. Le projet d’améliorer la performance implique que des acteurs déploient des stratégies pour en déplacer d’autres. Ces acteurs et leurs pratiques ont été rendus invisibles dans de nombreuses théories d’Audit & Feedback contemporaines, au profit du domaine technique. À travers l’identification et la critique de valeurs, d’hypothèses et de conception implicites de la rétroaction aux équipes interprofessionnelles et d’un SAPSI, cette thèse met en lumière des dimensions centrales qui sont sociales, liées aux interactions sociotechniques et aux transformations. / Issue: Feedback, as part of a nursing performance improvement system (NPIS), aims to return data to interprofessional teams for subsequent analysis and action planning to improve their performance. Feedback poses two problems for healthcare organizations: its outcomes present a marked variability that remains partly unexplained; and current design and implementation of feedback systems does not consider its complex dynamics, including its varied social processes, socio-technical interactions, and context-related transformations. We postulate that understanding these dynamics would help explain different feedback-related configurations and their varied outcomes. The purpose of this thesis is to develop an explanatory and critical theory of feedback to interprofessional teams that describes its dynamics and interrelations with an NPIS. To achieve this goal, a rapid critical realist review of the literature substantiated the articulation of three research questions. Method: A critical realist qualitative multiple-case study was conducted with three heterogeneous cases and 98 professionals in a university-affiliated hospital. Five methods of data collection were deployed, comprising 120 hours of participant observation, 82 documents, four focus groups, 26 semi-structured interviews and 15 questionnaires. Intra- and inter-case analysis, concurrent with data collection, and from a comparative and chronological perspective, combined qualitative thematic analysis, analytical questioning and systemic modelling to produce an explanatory theory. Results: The resultant explanatory theory presents a recursive interaction of decision-making structures, socio-technical mechanisms, and emerging mediation strategies that (re)positioned nursing care, mobilized resources, and prioritized a nursing vision and objectives, both within clinical units and with management, from the initial creation of the NPIS and onwards. Depending on whether decision-making structures were centralized or distributed, feedback outcomes were either in line with expectations and maintained their context; or gave rise to original solutions and transformed their context. Three socio-technical mechanisms are central to the theory: (1) some actors adapted to controversies, while others addressed them; (2) some actors responded directly to imperatives, while others tended to transform their context and clinical practices; and (3) some actors added technical intermediaries that maintained their interrelationships, while others added hybrid intermediaries that transformed them. The outcomes of feedback transformed its context, feedback mechanisms and NPIS, and vice versa. Conclusion: Feedback to interprofessional teams is a complex socio-technical system. Nursing performance improvement involves actors deploying strategies to displace others. Contemporary Audit & Feedback theories tend to conceal some social actors and their practices and to emphasize technical aspects of feedback systems. The identification and critique of values, assumptions and unspoken design issues that are inherent to feedback practices with interprofessional teams and NPIS highlight central dimensions that are social, linked to socio-technical interactions and transformative.

A qualitative research design that is explorative, descriptive and contextual in nature was employed in order to understand and describe the professional nurses' perception of the implementation of a quality circles programme in a public hospital in the Eastern Cape Province and to develop guidelines for the implementation of a quality circles programme in public hospitals. The data-collection techniques were individual semi-structured interviews and field notes. The sample was drawn from a population of 425 Xhosa-speaking professional nurses employed in this institution. The sample comprised eight (8) professional nurses all of whom volunteered for in-depth individual semi-structured interviews. All the respondents answered one question "How do you perceive the implementation of the quality circles programme in your hospital?" During data collection and analysis only one theme emerged, namely the perception of quality circles as a forum for discussing patient care problems and future plans. There were four broad categories in this theme, namely  Staff empowerment  Teambuilding in the nursing discipline  Maintenance of standards by nurses  Challenges to the momentum of a quality circles programme It is recommended that all three tiers of nursing management be involved in the quality circles programme to improve interpersonal, interdepartmental and intradepartmental communication and concomitantly the nursing care. / Health Studies / M.A. (Health Studies)

Due to physical, cognitive and emotional impairments, many individuals are unemployed or under-employed following a traumatic brain injury. The research evidence links the rigour of a vocational evaluation to future employment outcomes. Despite this link, no specific guidelines exist for vocational evaluations. Using the research evidence and a diverse panel of clinical and academic experts, the primary objective of this doctoral research was to develop an inter-professional clinical practice guideline for vocational evaluation following traumatic brain injury. The objective of the guideline is to make explicit the processes and factors relevant to vocational evaluation, to assist evaluators (i.e. clients, health and vocational professionals, and employers) in collaboratively determining clients’ work abilities and developing recommendations for work entry, re-entry or vocational planning. The steps outlined in the Canadian Medical Association's Handbook on Clinical Practice Guidelines were utilized to develop the guideline and include the following: 1) identifying the guideline’s objective/questions; 2) performing a systematic literature review; 3) gathering a panel; 4) developing recommendations; 4) guideline writing; 5) pilot testing. The resulting guideline includes 17 key recommendations within the following seven domains: 1) evaluation purpose and rationale; 2) initial intake process; 3) assessment of the personal domain; 4) assessment of the environment; 5) assessment of occupational/job requirements; 6) analysis and synthesis of assessment results; and 7) development of evaluation recommendations. Results from an exploratory study of the guideline’s implementation by occupational therapists in their daily practices revealed that clinicians used the guideline to identify practice gaps, systematize their evaluation processes, enhance inter-professional and inter-stakeholder communication, and re-conceptualize their vocational evaluations across disability groups. Statistically significant improvements were also noted in clients’ participation scores on the Mayo-Portland Adaptability Inventory–4 following guideline use. This guideline may be applicable to individuals with TBI, clinicians, health and vocational professionals, employers, professional organizations, administrators, policy makers and insurers.

Due to physical, cognitive and emotional impairments, many individuals are unemployed or under-employed following a traumatic brain injury. The research evidence links the rigour of a vocational evaluation to future employment outcomes. Despite this link, no specific guidelines exist for vocational evaluations. Using the research evidence and a diverse panel of clinical and academic experts, the primary objective of this doctoral research was to develop an inter-professional clinical practice guideline for vocational evaluation following traumatic brain injury. The objective of the guideline is to make explicit the processes and factors relevant to vocational evaluation, to assist evaluators (i.e. clients, health and vocational professionals, and employers) in collaboratively determining clients’ work abilities and developing recommendations for work entry, re-entry or vocational planning. The steps outlined in the Canadian Medical Association's Handbook on Clinical Practice Guidelines were utilized to develop the guideline and include the following: 1) identifying the guideline’s objective/questions; 2) performing a systematic literature review; 3) gathering a panel; 4) developing recommendations; 4) guideline writing; 5) pilot testing. The resulting guideline includes 17 key recommendations within the following seven domains: 1) evaluation purpose and rationale; 2) initial intake process; 3) assessment of the personal domain; 4) assessment of the environment; 5) assessment of occupational/job requirements; 6) analysis and synthesis of assessment results; and 7) development of evaluation recommendations. Results from an exploratory study of the guideline’s implementation by occupational therapists in their daily practices revealed that clinicians used the guideline to identify practice gaps, systematize their evaluation processes, enhance inter-professional and inter-stakeholder communication, and re-conceptualize their vocational evaluations across disability groups. Statistically significant improvements were also noted in clients’ participation scores on the Mayo-Portland Adaptability Inventory–4 following guideline use. This guideline may be applicable to individuals with TBI, clinicians, health and vocational professionals, employers, professional organizations, administrators, policy makers and insurers.

A qualitative research design that is explorative, descriptive and contextual in nature was employed in order to understand and describe the professional nurses' perception of the implementation of a quality circles programme in a public hospital in the Eastern Cape Province and to develop guidelines for the implementation of a quality circles programme in public hospitals. The data-collection techniques were individual semi-structured interviews and field notes. The sample was drawn from a population of 425 Xhosa-speaking professional nurses employed in this institution. The sample comprised eight (8) professional nurses all of whom volunteered for in-depth individual semi-structured interviews. All the respondents answered one question "How do you perceive the implementation of the quality circles programme in your hospital?" During data collection and analysis only one theme emerged, namely the perception of quality circles as a forum for discussing patient care problems and future plans. There were four broad categories in this theme, namely  Staff empowerment  Teambuilding in the nursing discipline  Maintenance of standards by nurses  Challenges to the momentum of a quality circles programme It is recommended that all three tiers of nursing management be involved in the quality circles programme to improve interpersonal, interdepartmental and intradepartmental communication and concomitantly the nursing care. / Health Studies / M.A. (Health Studies)

Introduction<p>Depuis une quinzaine d'années en Afrique, cercles de qualité, audits cliniques, cycles de résolution de problèmes et autres 'projets qualité' ont été mis en oeuvre dans les services publics de santé pour améliorer la qualité des soins. Ces projets ont souvent mis l'accent sur des approches participatives, la résolution locale de problèmes et le changement, bousculant les pratiques managériales traditionnelles. A court terme, les évaluations montrent l'amélioration des résultats de programmes ou d'activités. Mais la pérennité de la dynamique reste largement à prouver. Le véritable aboutissement d'un programme d'assurance qualité devrait être apprécié à l'aune de sa capacité à mettre la préoccupation pour la qualité au cœur du management et du fonctionnement du système, et ce de façon continue. C'est en effet la vision moderne de l'assurance qualité déclinée dans les approches du management de la qualité totale, de l'amélioration continue de la qualité ou de l'organisation apprenante.<p><p>Méthode<p>La définition, la mesure et le management de la qualité en santé se révèlent être beaucoup plus qu'une simple procédure technique: c'est un processus social dans un système complexe dont l'étude requiert une approche méthodologique appropriée (Chapitre 1). Notre objectif est d'explorer dans quelle mesure les projets qualité ont permis aux systèmes de santé d'adopter les principes du management de la qualité. <p>Nous proposons de conduire une 'évaluation réaliste' de projets qualité en Afrique (Chapitre 2). Conceptualisée par Pawson et Tilley (1997) dans le domaine des sciences sociales, l'évaluation réaliste ('realistic evaluation') est une approche méthodologique de la famille des theory based evaluations. Au-delà du constat d'un effet produit par une intervention, l'évaluation réaliste cherche à comprendre ce qui marche, pour qui, dans quelles circonstances et comment. Alors que les résultats issus de la 'grounded theory', de la recherche action et d'autres méthodes de recherche sur les systèmes de santé restent très liés à un contexte, l'évaluation réaliste génère des théories intermédiaires ('middle range theories') qui permettent d'étendre la validité des interprétations au-delà d'un contexte particulier. Construite autour d'études de cas menées dans des contextes multiples et variés, l'évaluation réaliste met en effet l'accent sur l'interaction entre le contexte et la logique d'une intervention.<p><p>Résultats<p>Afin de construire une théorie initiale, nous comparons les systèmes de santé Européens et Africains à l'aide des configurations organisationnelles de Mintzberg (chapitre 3). Nous mettons ainsi en évidence le rôle joué par la nature bureaucratique ou professionnelle de la configuration des organisations de santé dans les résistances à l'introduction des principes du management de la qualité. <p>Nous menons ensuite une série d'études de cas au Niger, en Guinée, au Maroc et au Zimbabwe pour étudier cette interaction. Dans une première série comparative de trois études de cas (Chapitre 4), nous mettons en évidence la tension qui existe entre la logique de commande et de contrôle des organisations bureaucratiques et la logique de l'assurance qualité valorisant la prise d'initiative de changement par des équipes non hiérarchisées. Nous explorons ensuite cette tension dans trois études de cas distinctes au Zimbabwe et au Maroc. Laissées à la merci des contraintes bureaucratiques, les initiatives locales pour améliorer la qualité apparaissent dépendantes de la capacité des acteurs à développer des stratégies de contournement (Chapitre 6). Faute de quoi elles doivent réduire fortement leurs ambitions à moins qu'elles ne bénéficient d'un soutien émanant d'une institution située hors de la ligne hiérarchique mais reconnue légitime (Chapitre 5). Les systèmes publics de santé de ces pays, conçus comme des organisations bureaucratiques structurées autour de relations hiérarchiques de commande et de contrôle tolèrent une démarche qualité, valorisant l'innovation, la créativité, la prise d'initiative locale et le travail en équipes non hiérarchisées, à la condition qu'elle se déroule à l'abri d'un projet. Force est de constater que ces dimensions clé de la culture qualité n'ont pas fondamentalement ni durablement imprégné des pratiques de management restées bureaucratiques. L'émergence d'une véritable 'culture qualité', un produit attendu de l'introduction de projets qualité, ne semble pas s'être produite au niveau organisationnel (Chapitre 7). <p>Nous procédons ensuite à la synthèse 'réaliste' de l'ensemble de nos études de cas (Chapitre 8). Nous en tirons les leçons sous la forme d'un enrichissement progressif de notre théorie initiale. Nous pouvons alors formuler une théorie améliorée, toujours intermédiaire et provisoire, dérivée de nos théories intermédiaires successives.<p><p>Discussion<p>Notre discussion s'organise autour de deux thèmes (chapitre 9). <p>Dans une première partie, nous discutons le potentiel et les limites de nos résultats et de l'approche réaliste de l'évaluation. Nous montrons que nos résultats sont des théories provisoires et incomplètes, deux caractéristiques d'une middle range theory. En dépit de ces limites, l'approche réaliste est potentiellement très riche pour interpréter les effets d'interventions dans des systèmes complexes. Elle se situe dans une perspective d'aide à la décision pour orienter l'action sur le terrain plutôt que dans une perspective de genèse de lois universelles. Elle représente une avancée méthodologique particulièrement pertinente pour la recherche sur les systèmes de santé dans un monde turbulent où de multiples initiatives se télescopent. <p>Dans une deuxième partie, nous discutons les conséquences de nos résultats pour le futur de l'assurance qualité dans les systèmes de santé. Les projets qualité étudiés ne parviennent pas à changer une culture organisationnelle bureaucratique qui compromet pourtant leur pérennisation. Nous envisageons alors les stratégies susceptibles de permettre à la culture qualité de s'épanouir et au contexte organisationnel d'évoluer en conséquence. Décentralisation et nouveau management public, en vogue hier et aujourd'hui, montrent leurs limites. Il faut probablement trouver un équilibre entre trois idéaux-types décrits par Freidson: l'idéal-type bureaucratique, malmené par les stratégies de débrouille locale, l'idéal-type du marché, valorisant l'initiative, et l'idéal-type professionnel, émergent mais encore embryonnaire en Afrique. Finalement, à côté des mécanismes du contrôle et de la compétition, un troisième mécanisme régulateur devrait prendre toute sa place: la confiance.<p><p><p><p>Introduction<p>For nearly two decades in Africa, quality circles, clinical audits, problem solving cycles and other quality projects have been implemented in public health services to improve quality of care. Challenging traditional managerial practices, these projects usually emphasized participatory approaches, local problem solving and change. At short term, evaluation shows improvement in programs and activities output. However the capacity to put quality at the heart of system's management should be considered as the genuine achievement of a quality assurance program. Did quality projects contribute to the adoption of quality management principles by health systems ?This is the question addressed in the present thesis.<p><p>Method<p>Our methodology belongs to the realistic evaluation paradigm conceptualized by Pawson and Tilley and focuses on the interaction between an intervention mechanism and its context in order to understand what works, for whom, in what circumstances and how ?Based on case studies in various contexts in Niger, Guinea, Morocco and Zimbabwe, we build a middle range theory, that explains organizational behavior towards quality management. <p><p>Results<p>Based on Mintzberg's models, we show the role of health care organizational configuration in resisting to quality management principles. We then explore the tension between the bureaucratic organization's command and control approach and the quality assurance approach promoting initiative and change through team work. Local initiative had to develop coping strategies to overcome bureaucratic constraints. Failing to do so, ambitions had to be reduced unless there was support from an external, yet legitimate institution. Public health systems of these countries, structured as command and control hierarchical organizations, allowed innovation, creativity, local initiative and non hierarchical relationships as long as they developed within the boundaries of a project. However, these key characteristics of a quality culture did not permeate routine management. The quality culture shift expected from quality projects does not seem to have happened at organizational level. <p><p>Discussion<p>We first discuss the potential and limitation of realistic evaluation which appear particularly relevant for complex health systems research. We then discuss consequences of our results on the future of quality assurance in health systems. Since quality projects fail to transform a bureaucratic organizational culture, which in turn undermines their sustainability, alternative strategies must be sought to promote quality culture and relevant organizational change. Decentralization and new public management show their limitations. We suggest a balance between three ideal-types described by Freidson: The bureaucratic ideal-type, challenged by local coping strategies, the market ideal-type, which is fashionable today and promote initiative, and the professional ideal-type, emerging and promising, yet still embryonic in Africa. / Doctorat en Sciences de la santé publique / info:eu-repo/semantics/nonPublished

In the present hypercompetitive market environment of car producers established especially at the developed west european markets is very difficult to gain new customers and increase the market share. The car producing companies have to build and increase customer loyalty to ensure the sustainable growth of market share in the future. One possibility how to improve customer's loyality to brand is to provide the highest standard at both sales and service department and carefully monitor the customer satisfaction. From the satisfaction and performance indicators of the car producing company is possible to construct a mathematical model producing the market share in a given country as an output. Key indikators of customer satisfaction, sales and service and also the macroeconomical data has been used as the inputs for the model. As a target market for my analysis has been chosen Germany. This thesis presents a set of recommendations and proposals, whose implementation should ensure the improvement of the market share of the given brand on german market. The recommendation does not include only the tips for improvement of the key indicators but it also gives the overview of how to make the marketing strategy more efficient using Customer relationship management.

Introduction: Central Line-Associated Bloodstream Infections (CLABSIs) are a major cause of increased mortality, morbidity and healthcare costs in neonatal intensive care units (NICUs) patients. Despite CDC's efforts to reduce infection rates, patients often suffer consequences. The objective of this study is to perform a systematic review of strategies utilized in the neonatal population and evaluate them with the current CDC's guidelines to assess the effectiveness of bundles in preventing CLABSI in NICUs. Methods: A systematic literature search was conducted using CINAHL Plus with Text, Cochrane Database of Systematic Reviews and MEDLINE from January 2008 up to 2018. There were multiple search terms used and these included "neonate OR newborn OR infant", "CLABSI OR central line-associated bloodstream infection", "intervention OR prevention" and "bundle". The search solely focused on the outcome of infant patients. Therefore studies were excluded for the following criteria: being non-peer reviewed, being published before 2008, and being a case in which CLABSI was assessed in patients outside the NICU. See Table 4 and 5 for further information. Results: Eight articles were eligible for inclusion all of which CDC's guidelines were implemented in their strategy of intervention. The systematic review showed that adherence to care bundles decreases infection rates drastically. All eight articles reported a significant decrease in CLABSI rates following the implementation of the bundle set by CDC with two studies achieving a CLABSI rate of zero. Author's Conclusion: Implementation of care bundles showed a success in reducing CLABSI rates in the NICUs; however none of the studies endorsed a specific bundle application utilized to achieve its intended goal. Some practices adopted CDC's guidelines more than others and those showed a greater decrease in infection rate. In addition, it is evident that nurses deliver the best care when preventing an infection. Further research is needed to assess the effectiveness of a specific bundle element.