the big picture for improvement: making systems more reliable
DESCRIPTION
The big picture for improvement: Making systems more reliable Linking innovations in service delivery with new technologies Involving and engaging staff. Hugh Rogers Associate, Service Transformation 30 th September 2005. Delivering Quality & Value A No Wait system Primary care & LTCs - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/1.jpg)
The big picture for improvement:•Making systems more reliable•Linking innovations in service delivery with new technologies•Involving and engaging staff
Hugh RogersAssociate, Service Transformation30th September 2005
![Page 2: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/2.jpg)
• NHSU
• Leadership Centre
• Modernisation Agency
• National Innovation Centre
• Delivering Quality & Value• A No Wait system• Primary care & LTCs• HealthCare Associated Infection
Agreed programme
priorities
Service Transformation
Product & Technology Innovation
(NIC)
Leadership Learning
Agreed programme
priorities
Service Transformation
Product & Technology Innovation
(NIC)
Leadership Learning
The NHS Institute for Innovation and Improvement
![Page 3: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/3.jpg)
The Goal: towards reliable healthcare
• No needless delay
– Treat me quickly and appropriately
• No waste
– Use the resources we give you to greatest effect
• No feelings of helplessness
– Treat me with respect and empower me
• No needless suffering
– Give me effective treatments and relieve my pain
• No needless deaths
– Protect me and heal me
• No inequity
– Treat me fairlyAdapted from ‘Crossing the Quality Chasm’, Institute of Medicine 2001
![Page 4: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/4.jpg)
What is reliability?
• “The capacity to perform a given function under given conditions for a specified period of time”
• A reliable health care system is one that is designed to ensure that every patient consistently receives evidence-based, effective care every time he or she needs it.
• An important outcome of reliability would be patient and public confidence in the NHS
“Reliability means keeping a promise” (Don Berwick)
![Page 5: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/5.jpg)
Measuring reliability
Reliability
Approach to achieving reliability
10-1 Intent, vigilance, hard work
10-2 DesignDesign informed by reliability science and human factors
10-3 or more
Design of Highly Reliable Organisations (HROs)
Technical solutions (After Nolan & Weick)
![Page 6: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/6.jpg)
Compare Reliability and Safety
Safety• Errors of commission• special cause strategies• reactive• focused projects
Reliability• Errors of omission• common cause strategies• proactive• creation of reliable systems
When failure has high impact
![Page 7: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/7.jpg)
Current Reliability
• Good people working hard will not be able to overcome the complexities of today’s systems of care to prevent errors
• Studies show that human beings make errors– Misreading errors 3 in 1000– Omission in the absence of reminders 1 in 100
(BMJ March 18 2005 Tom Nolan)
• NCEPOD report on critical care (May 2005) shows:– 27% of hospitals have no early warning system
– 44% of hospitals have no outreach service– 66% of admissions to ICU were unstable for >12hrs (in hospital >24hrs)
– 25% were not reviewed by consultant intensivist in first 12 hrs
– ICU care ‘less than good’ in 47%
– Deficiencies may have contributed to death in 11%
![Page 8: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/8.jpg)
10 High Impact Changes
![Page 9: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/9.jpg)
High Impact Changes # 3 #4 and #6
3. Manage variation in patient discharge thereby
reducing length of stay
4. Manage variation in the patient admission
process
6. Increase the reliability of therapeutic interventions
through a “care bundle” approach
![Page 10: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/10.jpg)
Principles of improved reliability
• Understand why LOS varies so much– Benchmarking can help– Variation partly due to variation in clinical care
• Establish what care processes need to be standardised to achieve more consistent LOS
• Put in place systems whereby this care becomes the default (care bundles)
• Establish failsafe mechanisms
![Page 11: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/11.jpg)
TR
EA
TM
EN
T A
RE
AS
OP
ER
AT
ING
TH
EA
TR
ES
DIA
GN
OS
TIC
S
WA
LK –
IN C
EN
TR
E
Delivering Quality & ValueSystems & Operational Levels
PATIENT PATHWAY
PATIENT PATHWAY
PATIENT PATHWAY
PATIENT PATHWAY
OPERATIONAL LEVELS
YS
TE
M L
EV
EL
![Page 12: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/12.jpg)
IMPROVING CLINICAL & SERVICE QUALITY WHILE CONTROLLING COSTS
System level Performance targets Financial balance Variation in Practice
Operational level Productivity & efficiency
variation Poor benchmarking
Focus on improving and standardising core clinical processes
Lean principles to reduce waste and apply best practice
![Page 13: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/13.jpg)
Hip replacement
Lower quartile – 10 daysUpper quartile – 8 daysTop 10 performance – 6.3 days
If all trusts moved to perform like the top 10 the NHS would save £48.6 million p.a.
![Page 14: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/14.jpg)
LOS for Fractured Neck of Femur
Variation in LOS for different types of hospital
Lower quartile – 19 daysUpper quartile – 13 daysTop 10 performance – 8 days
Potential saving £81.4 million p.a.
![Page 15: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/15.jpg)
Stroke
Potential saving £74.3 million p.a.
![Page 16: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/16.jpg)
Variation in LOS for Caesarian Section
Potential saving £49.1 million
![Page 17: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/17.jpg)
Initial focus for HRGs - episodes
50 HRGs account for 50% of all Finished Consultant Episodes
Cumulative % FCEs by HRG 2003/04 for England
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 101 201 301 401 501 601
HRGSource : HES
% A
ll F
CE
s
![Page 18: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/18.jpg)
How can we improve flow?
• Ensure access to a bed
– Smooth out elective flow
• Expedite simple discharges (across the week and within the day)
– Set the discharge date at admission
– Patient tracking to record what needs to be done
• Make optimum care the default
– Standardise care bundles, build in reliability
• Maintain decision making throughout the week
– Delegation of authority every day
– Nurse led discharge
• Getting systems right to achieve discharge
– Pharmacy, transport, external partnersMedical patients
Length of stay by days - April to July 2002
Note: average LOS = 7.24 days
0
50
100
150
200
250
0 3 6 9 12 15 18 21 24 27 30 33 36 39 42 45 48 51 54 57
Length of stay (days)
Nu
mb
er o
f p
atie
nts
Presents at A&E
NumbersdischargedLength of stayA&E
time
AdmitPresents at A&E
NumbersdischargedLength of stayA&E
time
AdmitAdmit
![Page 19: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/19.jpg)
Defining the optimal clinical process
• High volume, high variance clinical groups– Cost, LoS, Staff, Supplies etc.
• Study high and low performance• Identify defining characteristics of high performing
processes• Field test principles• Design and package for NHS
Potential gain for the NHS with the top 50 HRGs:
£1,500,000,000 (approx)
![Page 20: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/20.jpg)
Win! Win! Win!
Improving and standardising care processes:
– Reduces LOS
– Reduces staff stress
– Improves clinical outcomes• Readmissions
• HCAIs
But also:
![Page 21: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/21.jpg)
Hogarth’s take on clinical variation
![Page 22: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/22.jpg)
Mortality vs Reference costs
Hospital standardised mortality rates by reference costs
50
60
70
80
90
100
110
120
130
140
50 60 70 80 90 100 110 120 130
Reference costs 2002
HS
MR
200
2
Source: ‘Pursuing Perfection’ programmeNo relationship between cost and mortality
![Page 23: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/23.jpg)
Applying systems thinking to mortality
0
5
10
15
20
25
30
35
40
45
50
31/1
2/20
01
31/0
1/20
02
28/0
2/20
02
31/0
3/20
02
30/0
4/20
02
31/0
5/20
02
30/0
6/20
02
31/0
7/20
02
31/0
8/20
02
30/0
9/20
02
31/1
0/20
02
30/1
1/20
02
31/1
2/20
02
31/0
1/20
03
28/0
2/20
03
31/0
3/20
03
30/0
4/20
03
31/0
5/20
03
30/0
6/20
03
31/0
7/20
03
31/0
8/20
03
30/0
9/20
03
31/1
0/20
03
30/1
1/20
03
31/1
2/20
03
31/0
1/20
04
29/0
2/20
04
31/0
3/20
04
UCL Median Weekly deaths LCL
![Page 24: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/24.jpg)
Some specific interventions
• Reliability in wards – observations – recognition – responsiveness [hospital at night -> hospital 24/7?]
• Critical Care Outreach services and ‘Crucial care’ rounds
• Eliminate medical outliers
• Eliminate unnecessary delay – access to specialist, higher level care, tests etc
• Hospital Infection: ‘Saving Lives’ change package
• High risk medications
• Decision, planning and diagnostics on admission
![Page 25: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/25.jpg)
Blackburn Hospital
Daily Medical Outliers Blackburn
010
2030
4050
6070
8090
100
01/1
1/20
03
27/1
1/20
03
23/1
2/20
03
18/0
1/20
04
13/0
2/20
04
10/0
3/20
04
05/0
4/20
04
01/0
5/20
04
27/0
5/20
04
22/0
6/20
04
18/0
7/20
04
13/0
8/20
04
08/0
9/20
04
04/1
0/20
04
30/1
0/20
04
25/1
1/20
04
21/1
2/20
04
16/0
1/20
05
11/0
2/20
05
09/0
3/20
05
04/0
4/20
05
30/0
4/20
05
Nov 2003 - April 2005
Indiv
idual V
alu
e
Special Cause Flag
non-elec weekly deaths 2003-2005
05
101520
2530
3540
20
02-0
3 W
k 1
9 (
Aug)
20
02-0
3 W
k 2
6 (
Sep)
20
02-0
3 W
k 3
3 (
Nov)
20
02-0
3 W
k 4
0 (
Jan)
20
02-0
3 W
k 4
7 (
Feb)
20
03-0
4 W
k 2
(A
pr)
20
03-0
4 W
k 9
(M
ay)
20
03-0
4 W
k 1
6 (
Jul)
20
03-0
4 W
k 2
3 (
Sep)
20
03-0
4 W
k 3
0 (
Oct)
20
03-0
4 W
k 3
7 (
Dec)
20
03-0
4 W
k 4
4 (
Jan)
20
03-0
4 W
k 5
1 (
Mar)
20
04-0
5 W
k 6
(M
ay)
20
04-0
5 W
k 1
3 (
Jun)
20
04-0
5 W
k 2
0 (
Aug)
20
04-0
5 W
k 2
7 (
Oct)
20
04-0
5 W
k 3
4 (
Nov)
20
04-0
5 W
k 4
1 (
Jan)
20
04-0
5 W
k 4
8 (
Mar)
20
05-0
6 W
k 2
(A
pr)
20
05-0
6 W
k 9
(M
ay)
Fin Week
Indiv
idual V
alu
e
Special Cause Flag
May ‘04
![Page 26: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/26.jpg)
Culture for improvement
Changing culture
• Leadership strategies for openness and mindfulness
• Measurement demonstrating change is an improvement
• Staff capability – team working – communication up hierarchies
![Page 27: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/27.jpg)
Measuring reliability in Luton
Mortality Project Improvement All observations 'complete'from monthly case note reviews
0.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
16.00
18.00
20.00
Jan-04 Feb-04 Mar-04 Apr-04 May-04 Jun-04 Jul-04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05
20 s
ets
of n
otes
rev
iew
ed e
ach
mon
th
• Observations on wards improving• New focus on responsiveness• Testing colour banded EWS and response algorithms• Looking at models of outreach / medical emergency teams• Focus on increase uptake of ALERT training by doctors
![Page 28: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/28.jpg)
The Potential for technology
• Frimley Park
• Portsmouth
• Sydney
![Page 29: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/29.jpg)
3 NHS Trusts (Pursuing Perfection), trends of annual HSMRs
80
85
90
95
100
105
110
115
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005
HS
MR
(95
% C
Is)
3 NHS Trusts, original Community of Practice
295 ‘lives saved’ since April 2004
![Page 30: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/30.jpg)
High Impact Change # 6Increase the reliability of therapeutic interventions through a “care bundle” approach
• Example for reducing ventilator associated pneumonia:
– Elevating the head of the bed >30o (Drakulovic 1999)
– DVT prophylaxis (Cook et al 2001)
– Peptic ulcer prophylaxis (Yang & Lewis 2003)
– Managing sedation effectively with sedation Holds (Kress 2000)
– Tight Control of Blood glucose 4.4-6.1 mils (Van den Berghe 2001)
• Can be applied to
• Surgical site infection
• Central line management
• Myocardial Infarction
• etc etc
![Page 31: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/31.jpg)
West Middlesex Hospital
![Page 32: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/32.jpg)
West Middlesex Hospital
![Page 33: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/33.jpg)
Reducing LOS at West MiddlesexGuess when the new hospital opened?
New Hospital Opened
May 2003
![Page 34: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/34.jpg)
Reducing Mortality at West MiddlesexFrom 1.2 to 0.93 = ~25%
0
0.2
0.4
0.6
0.8
1
1.2
1.4
2002 - 03 2003 - 04 2004-05 2005 ytd
HSMR
New Hospital Opened
May 2003
![Page 35: The big picture for improvement: Making systems more reliable](https://reader036.vdocuments.mx/reader036/viewer/2022062518/56814903550346895db636d4/html5/thumbnails/35.jpg)
Conclusion
By increasing the reliability of clinical care we could:
• Save 10,000 Lives per year
• Save £1.5 billion per year
• The 10 High Impact Changes are just a start
• We can only achieve this by changing our organisations and educating our staff