SHM Converge Scientific Abstract ePoster Gallery-To Improve Quality, Leverage Design

Pdf Summary

The document compares quality improvement (QI) and design thinking (DT) as complementary approaches to improving care. QI is described as process-focused, helping teams understand how work is done and identify failure points using tools like process maps, fishbone diagrams, failure mode and effects analysis, and the model for improvement. DT is described as human-centered, helping teams understand why people behave as they do, using tools such as double diamond frameworks, personas, empathy maps, and user journey mapping.<br /><br />A case study illustrates how both methods can be combined. Physicians initially viewed the system as successful if infants received breast milk, even if it was pumped. However, mothers identified a different need: they wanted to bond with their infants through breastfeeding at the breast and felt disappointed when that experience was not supported. These human-centered insights helped create a shared understanding of the problem and led to both a DT challenge statement and a QI aim statement.<br /><br />Through ideation with stakeholders, the team developed an intervention: a dedicated team to help mothers breastfeed during each shift. The results were monitored using statistical process control charts, which showed early signs that the innovation improved performance.<br /><br />Overall, the document argues that QI and DT together provide a stronger framework for improving quality by combining process analysis with empathy for patient experience.

Asset Subtitle

Erin M. Rainosek

Meta Tag

Author List Byron Crowe, Erin M. Rainosek, Jeff Eyet, Jessica S. Gaulton

Category Innovations

Concept Quality Improvement

Concept Design Thinking

Concept Human-Centered Design

Concept Process

Concept Model for Improvement

Distinguished Non-Finalist

Presenter Organization Mayo Clinic

Presenting Author Erin M. Rainosek

Track Quality Improvement

Keywords

quality improvement

design thinking

process maps

human-centered design

breastfeeding support

statistical process control

failure mode analysis

empathy maps

patient experience

care improvement

Quality Improvement

Design Thinking

Human-Centered Design

Process

Model for Improvement