University Health Network

1

• University Health Network
• The Nursing Resource Team Quality Improvement
  Project
• Process Flow Maps, Cause and Effect Diagram,
  Pareto Analysis

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Team Members

• Saima Ali, Data Quality Analyst
• Amy Burke, Performance Measurement Analyst
• Sarah Cunningham, Administrative Assistant
• Noemi Ganal, Administrative Assistant
• Jill Kelly, Administrative Assistant
• Andrew MacDonald, Nursing Informatics
• Lorna McGowan, Administrative Assistant
• Elly Rasenberg, Nursing Resource Team Manager
• Opal Robinson, Education Coordinator

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Background

• The Nursing Resource Team (NRT)
• 80 nurses who work on a variety of units to meet
  staffing replacement needs within University
  Health Network (UHN)
• The nurses are coordinated and supported by the
  NRT office

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Project Objectives

• Improvements in the efficiency of NRT office
  processes
• Development of performance measures for
  evaluating the quality of NRT services

5
QI Tools

• Process Flow Maps
• Cause and Effect Diagram
• Pareto Analysis

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Cause and Effect Diagram
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Cause and Effect Diagram
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Pareto Analysis
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Outcomes

• Recommendations to
• Improve accuracy of scheduling system
• Increase ease of use of online request
  application
• Minimize time spent on activities that do not add
  value to NRT services
• Develop standardized end of shift report for
  performance measurement purposes

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Key Success Factors

• Facilitation by Performance Measurement
  department
• Enthusiastic participation from project group
• Quality improvement tools
• Focus on Ideal State vs. Inefficiencies
• Separate interviews for management team and
  administrative assistants
• Consider range of possible solutions

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Potential Barriers

• Groupthink during data collection activities
• Influence of facilitator perspective on direction
  of discussion

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Lessons Learned

• Collect data from individuals as well as through
  group consensus
• Encourage sharing of all ideas during
  brainstorming

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Next Steps

• Implement recommendations
• Facilitate change management
• Connect NRT with useful hospital resources
• Ongoing follow-up and evaluation of progress
• Phase II of project

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Contact Information

• Elly Rasenberg, RN, BScN, MBA
• Nurse Manager, Nursing Resource Team
• University Health Network
• 200 Elizabeth St
• Toronto, ON, M5G 2C4
• Tel  [phone]
• Fax  [phone]
• Email elly.rasenberg_at_uhn.on.ca

Amy Burke, B.A.Sc. Analyst, Performance
Measurement Shared Information Management
Services (SIMS) University Health Network Atrium
on Bay - 3rd floor 331-20 Dundas Street
West Toronto ON, M5G 2C2 Tel [phone] ext.
8724 Fax [phone] Email
performance.measurement_at_uhn.on.ca