Supplemental Digital Content #1 -- Voice of the Customer (VOC) Matrix
Used to Translate the Voice-of-the-Customer to what is Critical-to-Quality of the Process
Customers Ranked on a scale of 1-10 with 1 being most important and 10 being the least important regarding impact on the project goal(s)
Rank
1
Customer
Nurse
Voice of Customer
Key Issue
CTQ (the Y)
Inadequate amounts of positioning devices and
aged bed surfaces
Lack of available
functional equipment
Unit based PAR levels for turning and off loading devices are
maintained at 100%
Resources to assist and assure that patient turns
are complete
Barriers to Turning/
Repositioning
Acuity adjusted staffing ratios support the time needed to turn and
reposition patients 100% of time
Documentation occurs in too many places and is Complex
not user friendly
Documentation
100% of patients have a complete skin inspection documented within 8
hours of admission
100% of skin inspection findings are documented on a single
tool/location accessible to all healthcare team
2
Patient/Family
Difficult to participate in ulcer prevention
because it is uncomfortable to move.
Barriers to
Turning/Repositioning
Patients with pain management participate in turning and repositioning
90% of time
3
Patient Care
Technician
”Make sure patient is dry” (toileting, skin
protection, collection bags)
Incontinence
Management
0% of patients with Incontinence will develop Incontinence Associated
Dermatitis
4
Provider
“Skin and wound documentation in a clearly,
legible, easy to find place”
Complex
Documentation
100% of skin inspection findings are documented on a single
tool/location accessible to all healthcare team
5
WOC Nurse
Braden subscales aren’t being used to drive the
Plan of Care
Expertise in Skin Care
Analysis of Braden subset scores creates an individualized Plan of
Care 100% of time
6
Nutrition
“Central location for online wound
documentation”
Complex
Documentation
100% of skin inspection findings are documented on a single
tool/location accessible to all healthcare team
8
PT
Lack of available chair cushions
Lack of available
functional equipment
Unit based PAR levels for turning and off-loading devices are
maintained at 100%
OT/
Make sure the patients position in a chair is
changed throughout the day
9
PEEPS
0% of patients at high risk for pressure ulcers sit for greater than 2 hours
per sitting interval
Lack of Sitting Protocol
100% of patients at high risk for pressure ulcers have documented chair
cushion usage
WOC= wound ostomy continence; PT=physical therapy; OT=occupational therapy; PEEPS=Patient; Environment; Equipment; Posture; Safety