mcgill university implementation of kaizen in healthcare: … · 2018-07-14 · kaizen i n n o v a...
TRANSCRIPT
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Implementation of Kaizen in Healthcare:
A Case Study
MCGILL UNIVERSITY
Montreal, Quebec
September 20 – 21, 2016
Ahmed M. El-Sheikh, MD, CMQ-OE, CPHQ
Nahla Ismael, Ph, CPHQ
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Security Forces Hospital
Program Makkah
Mozdalefa
Mena
Mena Bridge
Hospital
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http://www.sfhm.med.sa/en/
We are a 258 bed hospital
staffed with 1000+
healthcare providers
serving Security Forces
staff and their relatives in
Makkah region all year
round in addition to
pilgrims during Haj season.
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http://www.sfhm.med.sa/en/
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
Few
Before we start
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
Can we avoid
CHANGECHANGE
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
Can we omitVA ION
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
People love Change !Hate
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
Try to
KAIZENChange Good
Change is the only constant Variation can’t be avoidedPeople love change they created
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
» Definition of KAIZEN
» KAIZEN Beliefs (The three Everys)
» SFHPM and Kaizen
» Kaizen ABCDE
» SFHPM Kaizens
» Results of implementation
» Lessons learned from Kaizen
K A I Z E NIMPLEMENTATION OF HEALTHCARE
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
DEFINTIONOFK A I Z E N
K A I Z E NIMPLEMENTATION OF HEALTHCARE
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E KAIZEN Definition
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Mark Graban : KAIZEN Methodology
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
KAIZENEVERY BODYEVERY DAYEVERY WHERE
K A I Z E NIMPLEMENTATION OF HEALTHCARE
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Find the treasure with your front-liners
Kaizen Beliefs :: Everybody
1
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Toyota Production System
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Toyota Museum - Nagoya
Quality theme 2014
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Toyota idea generator
Kaizens during 2013
480,000
Toyota Factory – Nagoya 2014
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Kaizen works on 3 levels
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Levels of KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Innovation by chance
Practice
Kaizen Beliefs :: every day
2
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
What is
INNOVATION
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E “As you do Kaizen,
you increase your chance of innovation, as you stumble into things. As you keep doing Kaizen, you also look for big jumps.”
Shuhei Iida, MDCEONerima General Hospital
“If you keep doing Kaizen, you will get innovation.”
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
(*) GEMBA is ‘actual place’ where value adding work is done
GEMBA DETERIORATES
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Kaizen and PDCA
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Kaizen in PDCA and SDCA
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Toyota Benchmark
90% Something Implemented
Nothing Implemented
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
IS KAIZEN TESTED?
K A I Z E NIMPLEMENTATION OF HEALTHCARE
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
CaseStudies
Top management Commitment
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
RICHARD SMITH
“But surely kaizen should be more attractive to health workers than the pursuit and punishment of bad apples. We know how difficult it is always to perform well, how much we depend on teams and back up, and how crucial it is to keep learning and trying new ways. A system that helps us in these endeavors must be better than one that waits until we perform badly and then punishes (or even retrains) us. Furthermore, quality is a banner that all are willing to rally round.”
BMJ. Oct 3, 1990; 301(6754): 679–680.
Medicine's need for kaizen
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
SFHPM-QPS KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
o Reduction in length of visit from 110 to 92 minutes,
o 36 % reduction in preoperative patient waiting,
o and an improvement of on-time first-case starts from 56 to 67 %.
SFHPM-QPS KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Franciscan St. Francis Health
• 20,000 improvements since 2007
• 40% staff participation each year
• $5 million in hard cost savings
• And better patient & staff safety,
quality, patient satisfaction, waiting
times
Indianapolis, Indiana, US
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Participation Rate
3%
21%
29%
36%
46%
Year 2007 Year 2008 Year 2009 Year 2010 Year 2011
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Transforming Health Care Delivery
In 2002, Virginia Mason embarked on an ambitious, system-wide program to change the way it delivers health care and in the process improve patient safety and quality. It did so by adopting the basic tenets of the Toyota Production System (TPS), calling it the Virginia Mason Production System, or VMPS.
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E To Read List
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
K A I Z E NIMPLEMENTATION OF HEALTHCARE
HOW IMPLEMENTED
KAIZEN?
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Nerima General Hospital
• Toyota Plant• Sekigahara
factory• Ukouni Food
Services• Seki Chou
Hospital
ASO Lizuka Hospital
Kaizen Tour 2014
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E KAIZEN in KAIZEN Land
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E SFHPM – QPS KAIZEN
Quality Theme 2015
NOMUDA
5SVISUAL
MANAGEMENT
STANDARDIZATION
S F H P M – Q P S – 2 0 1 5K A I Z E N
E V E R Y W H E R E
NOMUDA
5SVISUAL
MANAGEMENT
STANDARDIZATION
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E How to start?
Start Small, and bold
“There are no big problems, there are just a lot of little problems.”
Henry Ford
– Make your job easier
– Save a few seconds
– Improve patient care or service
– Improve safety
– Reduce waiting
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
SFHPM-QPS KAIZEN
Let’s Start
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
BEFORE AFTER
Phlebotomy area (LAB.)
Start from 5S
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E ABCDE
to KAIZEN
• Assessment/Awareness
• Board
• Card
• Do
• Encourage
Then Integrate
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E ASSESSMENT
Assessment of kaizen;• Culture and knowledge• Resources• Process
ABCDE TO KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Mis-utilized Boards
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
AWARENESS
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Total Number of TRAINEES
Out of 864 employees
44%
AWARENESS
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
• Awareness/Assessment
• Board
• Card
• Do
• Encourage
ABCDEto KAIZEN
SFHPM-QPS
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E KAIZEN BOARD
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
• Awareness/Assessment
• Board
• Card
• Do
• Encourage
ABCDEto KAIZEN
SFHPM-QPS KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E CARD
ABCDE TO KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
• Awareness/Assessment
• Board
• Card
• Do
• Encourage
ABCDEto KAIZEN
SFHPM-QPS KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E DO
ABCDE TO KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
SEE - E
Board Champion Role
Supervise
Engage
Encourage
Emphasis on spirit
Officers = Board Champion
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
QuantityThen
Quality
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Not all ‘Kai’ is ‘Kaizen’
Selfish Kaizensand
Kai WaruiBad change
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Responding to “Bad Ideas”
“Treat each idea as a gift”
- Norman Bodek
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E Give what seems a Failure
a trail
Post-it notes was
a failed trial
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
• Awareness/Assessment
• Board
• Card
• Do
• Encourage
ABCDEto KAIZEN
SFHPM-QPS KAIZEN
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Thank you for your
cooperation and
commitment.
Your kaizen had
been added to
your account
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN
Rewarding
System
ENCOURAGEABCDE TO KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
# of
ENCOURAGEABCDE TO KAIZEN
:
% of
1
23
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENER
DepartmentManager
Quality Officer
ENCOURAGEABCDE TO KAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
2015 Kaizen Competition
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN Integration
• Integration with strategy/policy and procedures
• Integration with HR system
• Kaizen Promotion Committee
• Maintain a healthy culture
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
K A I Z E NIMPLEMENTATION OF HEALTHCARE
SFHPM KAIZENs
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Arrangement of Scattered needles of procedure trolley
Pediatric
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Inpatient Prescription Holder
Pharmacy Department
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Diabetic Educator
Missed test strips for some patientsOFI
Add test strip to glucometer kitKAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Emergency Command Room
Lack of needed supplies and forms in early commanding OFI
Ready to use Commander kitKAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Arrangement of Electrical Wires
NICU Medication Room
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Patient Education
Communication with illiterate patientsOFI
Visual education BoardKAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Proper barcode label to improve TAT and decrease error
Laboratory Department
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Color Coding of each unit instruments to avoid mixing
CSSD
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Mapping exact rooms & beds locations – added to HIS
Patient Affairs – Admission Office
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Emergency Department
No time to communicate for KAIZENsOFI
ERKAIZENERS
ER Kaizners Whatsapp groupKAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Diabetic Educator
Diabetic educator can’t track the patient glucose levelOFI
KAIZEN Use of “Auto-Assist” Program
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Patient Registration after Triage
Patient Affairs – Emergency Room Departments
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Patient Education
Patients don’t understand insulin pin techniqueOFI
Injection education spongeKAIZEN
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZENOFI
Printing of Medication Labels
Pharmacy Department
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
OFI
1 Print on A4 sticker paper
2 Cut the sticker paper into pieces
3 Removing the sticker from the paper
4 Stick on zip lock plastic
5 Fill the plastic bag with medication
Average time 18 – 20 m\1 paper
Average time 5.5 - 6.4 m \1 paper
KAIZEN
Printing of Medication Labels
Pharmacy Department
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Pharmacy Department :: Sequential Kaizens
Lack of crash Cart StandardizationOFI
KAIZEN Standardized, Sealed
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Difficult Monitoring of Crash CartsOFI
KAIZEN Crash Cart Database
Pharmacy Department :: Sequential Kaizens
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Monitoring of Nearly expired Medication - Crash CartOFI
KAIZEN Use of Color Code
Pharmacy Department :: Sequential Kaizens
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
KAIZEN :: Innovation by practice
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Summery of
Results
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
# of
ENCOURAGEABCDE TO KAIZEN
1
311IDEAS
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E ENCOURAGE
ABCDE TO KAIZEN
:2
92Kaizeners
16%
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E ENCOURAGE
ABCDE TO KAIZEN
% of 3
50%
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
SFHPM KAIZEN CHAMPIONDepartments
Nursing
Department
Laboratory and Blood
Bank Department
Clinical Nutrition
Department
Staff Participation
Rate
100%
Number of Completed
Kaizens
27
Absolute Number Of
Ideas
141
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Q U A L I T Y A N D PAT I E N T S A F E T Y P R O G R A M | S E C U R I T Y F O R C E S H O S P I TA L P R O G R A M M A K K A H
Kaizen competition FIRST PLACE WINNERPH. MAJED JAWEED receiving his award.
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Q U A L I T Y A N D PAT I E N T S A F E T Y P R O G R A M | S E C U R I T Y F O R C E S H O S P I TA L P R O G R A M M A K K A H
Kaizen competition THIRD PLACE WINNER
PH. SAEED JAWEED receiving his award.
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Q U A L I T Y A N D PAT I E N T S A F E T Y P R O G R A M | S E C U R I T Y F O R C E S H O S P I TA L P R O G R A M M A K K A H
Kaizen competition GREATEST NUMBER OF
KAIZENS WINNERNURSING DEPARTMENTreceiving their award.
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
Q U A L I T Y A N D PAT I E N T S A F E T Y P R O G R A M | S E C U R I T Y F O R C E S H O S P I TA L P R O G R A M M A K K A H
Kaizen competition BRIGHTEST IDEA WINNER
LABORATORY DEPARTMENTreceiving their award.
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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SFHPM-QPS :: Dr. Ahmed Elsheikh
KAIZENI N N O V A T I O N B Y P R A C T I C E
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KAIZENI N N O V A T I O N B Y P R A C T I C E
Ahmed M. El-Sheikh, MD, CMQ-OE, CPHQ, LGBSS
Mohamed Emam, MD, MBA
Nahla Ismael, Ph, CPHQ
Sultana AlShareef, MHA, GBSS
SECURITY FORCES HOSPITAL PROGRAM – MAKKAH – SAUDI ARABIA