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Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition by Joan C. Dessinger, James L. Moseley, Darlene Van Tiem

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Case Study 2.2

Physician Performance Report Accuracy and Timeliness

Topic: Gap and Cause Analysis

Hillary N. Leigh, M.A., Senior Consultant with Kaiser Permanente, California, USA

Background

Allied Health [not its real name] is an HMO located in the Midwestern United States. The mission of a health maintenance organization (HMO) is to provide quality health care focusing on prevention and healthy living. In order to fulfill this mission, national standards and guidelines have been developed that outline steps that ought to be taken by an HMO to provide quality health care. A core component of these guidelines relates to providing physicians with informative reports on various process and outcomes measures.

Situation

In particular, one of the ...

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