December 14, 2007

Looking back on service improvement

Over the past year, MGHers from numerous departments have participated in the MGH/MGPO Service Improvement Department's Service Learning Series, which offers forums focused on giving managers and leaders the knowledge and tools needed to enhance their service delivery. Through a framework of "the five
stages of change," facilitators Cindy Sprogis and Sandra St. Fleur of the Service Improvement Department have shared strategies, tips and ideas to help the MGH community improve the ways staff shape the experience of care for patients and one another. Throughout, they have stressed the theme that successful initiatives must be carefully coordinated from start to finish.

"The secret to changing one's environment is to remain dedicated to the change effort," says St. Fleur. "Each service improvement opportunity is unique and must be approached comprehensively so that everyone understands how they will contribute to and benefit from the initiative."

At the year's final installment on Nov. 14, "Stage V: Measuring Outcomes of a Change Effort," St. Fleur explained how to measure the outcome of a service improvement initiative. The acronym S.M.A.R.T. helps identify items for review that are Specific, Measurable, Attainable, Relevant and Timely. Next, an after-action review must take place among the project's key stakeholders with an emphasis on communication to determine the degree to which the project achieved what it set out to do. Finally, recommendations for the project's next steps are formulated based on group input.

The 2008 Service Learning Series will kick off Jan. 29 in the O'Keeffe Auditorium. For more information, contact Sprogis at csprogis@partners.org.