Creating a Culture of Quality Improvement

At least 33% of programs will complete at least one Plan, Do, Study, Act (PDSA) cycle per quarter by June 30, 2021.

Why is this important?

Quality improvement is an integral component of our department’s performance management system and our efforts to achieve strategic goals and objectives. We hope to create a culture of quality improvement where staff are continuously looking for opportunities to improve internal processes, service delivery, the customer experience and the public’s health. 
An essential element of a quality improvement culture is integrating continuous process improvements into daily workflow. This can be done by determining the root cause of identified problems and testing ways to increase efficiencies, service quality and customer satisfaction. PDSA cycles provide a defined process for process improvement. In a PDSA cycle, staff propose and plan changes to a process, try the planned changes out on a small scale, analyze the results and determine what should be changed for the next cycle of improvement.
This objective reflects our department’s commitment to quality improvement and empowers staff to integrate quality improvement into daily work by providing a defined process.

What are we working on?

We have developed an internal website to provide training and resources to staff who are interested in learning more about performance management and quality improvement. This site includes training materials, tools, resources and reports on past quality improvement projects and PDSA cycles.
Our goal is to promote a culture of quality through the use of PDSAs. Tracking the number of PDSAs completed by program every quarter will let us know if we’re on the right track.

How are we doing?

PDSA cycles are documented and tracked on SharePoint, an internal website. The metric shows the percentage of programs that have completed PDSA cycles.

What can you do?

If you have a suggestion for improving our service quality or customer service, please complete our online customer satisfaction survey.

Last Update: 01/28/2020