PERFORMANCE IMPROVEMENT TOOLS:

1. Fishbone Diagram / Cause and Effect Diagram

The client was anxious and needing to use the bathroom urgently. The aide was helping the client
transfer from her wheelchair to the toilet, without using a lift, and the client fell, sustaining an injury.
The aide stated she did not use the lift because the battery was being recharged, and there was no
extra battery available. The aide stated she understood that the resident could be transferred with
assist of one.

The root causes of the fall are:

● There is no process in place to ensure that every lift in the building always has a working battery.
(One battery for the lift on this unit is no longer working, and the other battery was being recharged.)

● There is no process in place to ensure timely communication of new care information to the aides.
(New transfer information had not yet been conveyed to the aide. The aide’s “care card” still
indicated transfer with assist of one for this resident.)

2. Pareto Chart

Angela wants to find out what problems were involved in her company's customer service process.
To do so, first she collected data about the different customer needs and how well the customer felt
those needs were met using a survey. Once she had the data in hand, Angela began to arrange the
data. Once the data were arranged, Angela listed the categories in order from the highest rate of
dissatisfaction to the lowest rate of dissatisfaction and created a bar graph - with the highest rate of
dissatisfaction on the left, and the lowest rate on the right. Finally, she plotted the cumulative totals
across the graph using a line. Now that the information was in front of her, Angela knew where to
start in the quality improvement process.
3. Control Chart

Justin is a type II diabetic client because tightly controlled and reasonable blood sugars are a key to
avoiding some rather unpleasant conditions, he used the control chart to study how his blood sugar
changes over time, the line determined from the historical data.
4. Scatter Diagram

Paulita wants to determine whether or not there is a relationship between the responses to the
questions " How many years have you worked in Healthcare?" and " "How would you rate your overall
job satisfaction from (0-10)?" we look at the scatter plot of the paired data.

The scatter plot reveals a positive trend with a great deal of scatter. Positive correlation as the years
increased, the rating of job satisfaction increased. People are working longer can dramatically affect
the correlation coefficient, it is plausible to include these in the analysis.

5. FlowChart

Ms. Riza the Unit manager knows patient care post-hospitalization is at least as important as the care
the patient received while hospitalized. So, she decided to create a administrative patient discharge
flowchart example to make sure their patients are well informed and know what to expect when
they arrive home.
6. Histogram

A call center agency wants to improve its system as an inbound call center and service agency.
Although there’s no specific industry standard to which handling of calls should adhere, the agency's
goal is to sustain its ability to respond rapidly to customers' calls. Currently, the hold-time it takes for
their agents to respond has been falling short of the previous track record of less than a minute.

It was observed that half of the fifty calls took more than five minutes, which can be collected from
the following data gathered during the course of the observations.
 REPUBLIC of the PHILIPPINES
City of Makati
UNIVERSITY OF MAKATI
COLLEGE OF ALLIED HEALTH STUDIES
CENTER OF NURSING
J.P Rizal Extension, West Rembo, Makati City 1215
Telephone No.: (+632) – 881 – 1571

PERFORMANCE IMPROVEMENT TOOLS

In Partial Fulfillment of the Requirements for the Degree of Bachelor of Science in Nursing for the
Course of Quality Healthcare and Nursing

Submitted by:
Templo, Sheana Camille T.
IVAN

Submitted to:
Prof. Anthony John G. Domingo, RN, MAN
FEBRUARY 21, 2018