Overview
Clínica Anglo Americana is a private healthcare institution in Peru, established over 100 years ago. With a capacity of over 100 beds, it is not only one of the oldest and most prestigious private institutions in the country, but also the first hospital in Peru to achieve JCI accreditation.
Quality management initiatives within the organization began several years ago, with the pursuit of JCI accreditation as a key objective. After participating in a pilot program with MEG, Clínica Anglo Americana was able to streamline audit and risk management processes, achieve real-time reporting, reduce the time spent on quality data management, and improve communication between management teams and department heads. This case study sheds light on how MEG helped them achieve their goals.
“Quality management has been a fundamental part of our organization for many years, beginning with JCI accreditation, making us the first in Peru to achieve it, marking a significant change at the national level”
The CHALLENGE
The hospital faced challenges in data and process management due to limited staff resources, which made it difficult to efficiently identify critical points and implement improvements. Recognizing the need for a more efficient approach, they sought to evaluate more processes, engage more teams, and effectively focus on critical points. Participating in a pilot with MEG revealed the benefits of using such a tool, which drove their decision to choose MEG to streamline tasks and improve workflows.
At Clínica Anglo Americana, the difficulty in predicting adverse events was a significant problem, which led to the need to identify high-impact processes affecting patients. Given the interconnected nature of the clinic across different locations, a sensitive risk map was crucial, achieved through detailed descriptions of areas and processes. A system was introduced to select processes, associate them with managers, and assess their impact, likelihood, and sensitivity of detection. The FMEA process is selective due to its comprehensive nature, requiring careful consideration. The main challenge lay in linking risk findings to a management system to reduce the NPR. Customized workflows with the Quality Improvement Plan (QIP) helped address this, replacing inefficient email communications and committee meetings.
“The priority placed on patient care left little time for quality management, making it difficult to identify areas for improvement and implement effective changes.”
the objective
The goal of implementing MEG was to improve the hospital's quality management efforts by effectively monitoring and processing information and identifying critical points for improvement. Success would involve the ability to efficiently track critical areas and discern where improvements have been made and where challenges persist. The tool was intended to enable the evaluation of more processes, engage more teams, and focus efforts on critical points to drive more efficient actions. Briefly, the main objectives included:
Ensure the usability of the tool by efficiently entering large amounts of process data and associated risks using walkthroughs and activities (QR code + photos)
Optimize dashboard generation and data visualization for smooth operation
Optimize workflows by selecting the risk group (heat map) with the highest NPR for analysis and identification of improvement opportunities (preventive actions).
Target a 50% reduction in NPR from early to late stages, our key performance indicator
Reduce the incident rate per 1000 patient days (balance indicator)
the Implementation
The implementation of MEG within the organization involved a comprehensive restructuring of the quality management approach, which required coordination across multiple teams and departments. The focus was on fostering a culture of quality management, which required streamlining the reporting process from weeks to just one day, in real time. This enabled simultaneous access to a vast amount of information, easily retrievable when needed.
With teams, the tool facilitated the rapid and collaborative dissemination of information, ensuring clarity and consistency in communication. Immediate monitoring was made possible, eliminating the need for manual data retrieval from files or emails, saving significant time and effort.
The investment in resources and time was substantial, but the benefits in efficiency and performance monitoring outweighed the costs. A pilot project was conducted, which proved invaluable in demonstrating the tool's ease, security, and speed in data processing, providing valuable insights.
the Solution
During the four-week co-design pilot, Clínica Anglo Americana adjusted classifications and workflows while scaling modules according to the NHS methodology, addressing security risks. Meticulous adaptations and customizations were made to improve services and operational efficiency, leveraging custom configurations and complex coding within the tool.
As a result of the system setup, Anglo American achieved greater process efficiency and better data organization without requiring additional time or staff. They emphasized the importance of patient engagement in quality management, aiming for seamless integration of patient feedback. Data management was streamlined to a single day with real-time updates, reducing the risk of missing information.
Anglo Americana found the system's ability to evaluate multiple processes, engage multiple teams, and identify critical areas very beneficial. Suggestions for improvements were made.
“The tool allowed us to evaluate more processes, engage more teams, and focus more efficiently on critical points, making our efforts more effective.”
The Results
Before implementing MEG, Dr. Hugo Siu, Director of Quality at Clínica Anglo Americana, faced challenges in quality management despite the clinic's JCI accreditation and long-standing efforts. Resource constraints and a focus on patient care required a more efficient approach to process management.
After adopting MEG's Quality Audit and Risk Management modules through a pilot program, Clínica Anglo Americana experienced significant benefits. The tool simplified information gathering, process monitoring, and implementation of improvements, resulting in more effective identification of critical points and greater engagement across departments. This led to greater effectiveness in process evaluation and continuous improvement, positively impacting the organization.
At the conclusion of the implementation phase, Clínica Anglo Americana moved into the risk assessment stage, with the system being seamlessly integrated within weeks. Staff satisfaction with the tool's functionality was evident, with departments such as nutrition independently utilizing the Failure Mode and Effects Analysis (FMEA), demonstrating proactive process management. The clinic anticipates a substantial increase in data input and a 50% decrease in NRPs, reflecting improved safety measures and early detection systems.
“Now we can generate real-time reports, reduce management time, and improve communication between teams, allowing us to implement improvements more quickly and efficiently.
Our goal is to integrate patients into our quality management, using digital tools to gather their experiences and suggestions, turning them into evaluators and designers of our processes. ”
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