NHD Ep. 13 It’s a Struggle!

In this ep we look at the reasons behind the struggle (behind the grind, behind the slog) for improvement (and it’s probably got nothing to do with you); as well as how to build psychological safety and communication again, again, again…

1. QUALITY QUANDARY (Time: 2:55) The Struggle.

Vaughn VM, et al. Characteristics of healthcare organisations struggling to improve quality: results from a systematic review of qualitative studies. BMJ Qual Saf 2019;28:74–84. doi:10.1136/bmjqs-2017-007573

https://qualitysafety.bmj.com/content/28/1/74

2. DrDr – DID READ, DO READ (Time: 13:10) Psychological Safety.

Róisín O’donovan, Eilish Mcauliffe, A systematic review of factors that enable psychological safety in healthcare teams, International Journal for Quality in Health Care, Volume 32, Issue 4, May 2020, Pages 240–250. 

https://doi.org/10.1093/intqhc/mzaa025

3. QUALITY HACK (Time: 27:00) Communication (again!) Or is it Repetition?

Francis J. Flynn and Chelsea R. Lide, 2023: Communication Miscalibration: The Price Leaders Pay for Not Sharing Enough. AMJ, 66, 1102–1122, https://doi.org/10.5465/amj.2021.0245

AIDA Model for designing a message: https://www.mindtools.com/a7ajkec/aida-attention-interest-desire-action

4. QCLUB (Time: 35:30) Quality Club starting soon!

What is QClub? In short, it’s ‘QualityClub’ – a new initiative from the No Harm Done Podcast. We know that human service quality roles can be tough and isolating. The NHD podcast has tapped into many people feeling unsupported and directionless (and sometimes like a giant imposter!) – so we’ve decided to do something about it.

Whether you’re a team of one, or even part of a bigger group, we know that life as a quality manager has multiple challenges. Have you ever wondered about?:

• What should I be doing?  
• I feel like an imposter. 
• I’ve had no training.  
• I don’t seem to be able to set boundaries for my role. 
• I don’t have the knowledge to do some of the things I’m asked to do.  
• I can’t get people to engage in improvement.  
• People don’t do what I need them to do.  
• My manager doesn’t understand what my role is. 

If this sounds familiar, read on.

Quality Club – ‘QClub’ – starting in the first half of 2024 (date to be announced) will be a six-month online program, supporting people in quality roles in human services. Doesn’t matter where you sit – acute, aged, mental health, community, disability; if you’re in a quality role and feeling like you’re not quite sure you’re covering all the bases, QualityClub is for you!

It’s one part mentoring, one part coaching, one part training and one part peer support for a group of quality managers who want more satisfaction and achievement from their role.

Think of it as a ‘Club’, with a mixture of discussions, online learning, sharing experience, access to tools – and lots of Q&A. We don’t have all the answers – no one does! But together we can help you bust the boulders in your road to progress. As you know from listening to No Harm Done, we’ll also do our best to have some laughs.

Each session will be facilitated by Jones or Balding, or sometimes both of us. And you’ll also learn from each other.

What will you get from QualityClub?

‘QClub’ supports you to explore the basic requirements for a successful quality role.  You’ll acquire a toolkit and a taskbox of skills.  The toolkit is a set of tools that can be difficult to find, but is essential to success. The taskbox covers some basic technical quality manager skills that you often have to pick up on the job, like how to develop a quality plan or a CG framework for example.

Toolkit

• What should a quality manager do with their time?
• Frame your role so you’re not just the spare pair of hands
• Influence others
• Get a message out so it’s heard and acted on
• Engage staff in improvement
• Self care.

Taskbox

• Basics of key technical aspects of the role such as…quality planning, measurement, reporting, CRM, getting a message heard, prepping for accreditation etc.

Next steps

It won’t be free, but it will be discounted for 2024, as the first program is a pilot. So get in early! Pricing will be similar to attending a 3-day conference – but you’ll receive tools, support and training every month for 6 months!

• It will be suitable for you if you’re a new QM, or have experience but feel like a refresh on the building blocks, or if you have joined a new team and are finding your way
• It’s also helpful if you’re in a narrow field, such as complaints management or incident review, and you want to expand your skills to become more of a quality generalist/all-rounder
• There are special modules designed for Quality Directors juggling a team, especially if you’re new to that role
• You’ll be part of a group of like-minded quality managers, focused on gaining more competence and confidence in their role
• And at the end of six months you’ll be able to wave a certificate saying you’re a graduate of QClub!

If you’re interested in participating or just want some more information, get in touch with us today – or by the first week of Feb 2024: admin@qualityclub.com.au  

Tell us a little about what your QM or QD role situation is, and how QClub could be helpful for you, and we’ll get back to you.

We’ll announce the pilot start date early in 2024. We look forward to hearing from you!

Other ways to get in touch – leave a comment on our website www.noharmdonepodcast.com

X/Twitter handle : @qualcat – or link with us both on Linked