1

5 Whys – Root Cause Analysis

2

• Client Satisfaction Surveys• Web-based surveys- may reach a

broader audience• Targeted questions – allow you to focus

on a specific topic or area• Face to Face Interviews • Community forums

Staff & Client Feedback

3

Patient Flow Analysis – Data Collection Tool

Service:___________________________

Date:_____________________________

Arrival Time:______________________

REGISTRATIONStart Time:________________________

Complete Time:____________________

Duration:_________________________

ELIGIBLITYStart Time:________________________

Complete Time:____________________

Duration:_________________________

LABStart Time:________________________

Complete Time:____________________

Duration:_________________________

CLINICAL SERVICESStart Time:________________________

Complete Time:____________________

Duration:_________________________

BILLING/CHECKOUTStart Time:________________________

Complete Time:____________________

Duration:_________________________

DEPARTUREDeparture Time:___________________

TOTAL TIME:____________________

Staff Initials:

REGISTRATION_____________

ELIGIBILITY_________________

NURSING__________________

LAB STAFF________________

PROVIDER_________________

INTERPRETER______________

4

Model for ImprovementWhat are we trying to accomplish?

(AIM)

How will we know that changes are an improvement?

(MEASURES)

What changes can we make that will result in

an improvement?(IDEAS)

Act Plan

Study Do

Test Ideas & Changes with Cycles for Learning and Improvement

5

Brainwriting Example