4003 – The next Performance Improvement in Healthcare is…
Despite the level of organizational investment in training and performance improvement, little is known about the use of different models of case management as interventions for the ever-increasing health care issues in the United States. Based on Van Tiem, Moseley, and Dessinger’s Performance Improvement/Human Performance Technology model, this case study used qualitative semi-structured interviews and quantitative archival aggregate patient data to answer the following research questions: RQ1. How did the implementation of the triad model of case management process improvement change case management processes and implementation methods? RQ1a. What happens to key performance indicators (cost of service, patient satisfaction, and quality of care) when the triad model of case management process improvement is implemented? RQ2. How did acceptance and resistance to a new case management model manifest themselves during the implementation of the triad model of case management process improvement intervention?
1. Demonstrate how employee acceptance or resistance to change can manifest themselves during the implementation of a new case management model as a performance improvement intervention
2. Identify and analyze how a Case Management model as a performance improvement intervention relates to cost, quality of care, and satisfaction with services utilizing human performance process and analysis models
3. Discuss how a case management model as a performance improvement intervention can be evaluated at the formative, confirmative, & summative levels including SW & Ethical dilemmas when challenged with obtaining valid & reliable data vs. consumer and participant protection