Facilitation Skills for ASaP
Improvement Facilitator Training
Session 2
1
Objectives
• Understand how effective facilitation is key to guiding
teams in improvement
• Review certain tools and techniques for effective
improvement facilitation
• Become more familiar with the ‘Facilitation at a Glance’
and ‘QI Guide’ reference tools
2
Process Redesign
Who could/should
do it?
How?
Current Process
Who does what?
How?
EMR
How can lists of
patients due for
screening be
generated?
TEAM
Process
Facilitation
Improvement
Measurement
Is a change an
improvement?
3
What factors can prevent “buy-in” from all team
members when planning an improvement?
Providers/Team
Policies
Patients
x
Buy-in
Places/Equipment
Procedures
Cause/Effect Diagram (also known as Fishbone or Ishikawa)
4
How can these factors be avoided/solved?
5
Facilitator Wisdom
• Improved buy-in
The people
who do the
work need to
change the
work.
• Ownership of improvement
work
• Enhanced understanding of
others’ roles
• Better solutions
• Less dependence on
facilitator
6
Facilitator Wisdom
• Leadership is key
Without a
visible
sponsor, the
change will
seem optional.
-
Silversin
• Improved buy-in
• Clear direction
• Quicker decisions
• Less dependence on
facilitator
7
Leadership
Clinic Lead
• Physician/Provider
Lead
• Office Manager, or
• Clinic owner
Improvement
Lead
• Team member
• Physician/Provider
Lead
• Office Manager, or
• Clinic owner
8
Identifying the Improvement Lead
•
•
•
•
•
•
Interested
Involved
Keen
Organized
Comfortable leading
Communicates well
9
Facilitator Wisdom
• Brainstorming (162)
• Cause & Effect (12, 29, 170)
The best
way to get a
good idea is
to get lots of
ideas.
-
Linus Pauling
• Defect Check Sheet (26)
• 5 Whys (31)
• Other options (153-94)
Facilitation at a Glance
QI Guide
IHI Open School (QI102)
10
Ensuring All Voices Are Heard
• Facilitation at a Glance (pgs 135-52)
• Establish meeting guidelines/norms
• Ensure participants understand purpose of
meeting/decision
• Create “buy-in” – What’s in it for us? Our patients?
• Use break-out groups and post-its for idea generating
• Body language – “traffic cop”
11
Facilitator Wisdom
COMMUNICATION
• QI Guide (pgs 18-19, 35)
You can have
brilliant ideas,
but if you can't
get them across,
your ideas won't
get you
anywhere.
— Lee Iacocca
• Improvement Team
Communication
– Huddles
• Clinic Team
Communication
– Improvement Board
– Team meetings
QI Guide
IHI Open School (QI105)
12
Improvement Board
Process maps?
Run chart?
QI Guide (35)
IHI Open School (QI201)
13
Summary
Facilitation is critical to success with improvement work
The team must do and own the work
Leadership is key for team participation and progress
For meetings, especially when redesigning screening
processes, facilitation tools and techniques can help
ensure that all voices are heard
• Ongoing communication between the improvement
team and also to the greater clinic team is important
• Helpful tools and techniques are detailed in the QI
Guide (binder) and Facilitation at a Glance
•
•
•
•
14