Quality Improvement Labs at GSS?

Heard your manager talking about PDSAs lately?…

That’s because, last year, each program set up at least two Plan, Do, Study, Act (PDSA) projects. PDSAs quickly test improvement ideas. Almost any area of service or safety can be explored. For example, last year, CAT and Balwin looked at ways to increase food security for clients. Cloverleaf checked into links between limited transportation services and escalated client behavior, while Detox and George’s House addressed family support connections.

What were some PDSA results?

POD wanted to increase client engagement and, through the PDSA, the team learned which activities clients preferred. Story time was a big hit but yoga—not so much. Now daily walks and time outside are regular activities at POD (and client quality of life measures have gone up).

Two newer programs looked at ways to streamline intake. At times, the intake process at George’s House had to be spread out over several days which could delay staff access to valuable client information. After collecting data through individual and ‘town hall’ interviews, the team re-designed the 8-page intake form into two 3-page documents that could be completed at different times without affecting client services.

At SSPSH, it was challenging enough for the team to get going during COVID. Once established, the team found that responses to referrals for clients to specialized services could take two weeks, a big barrier to participants accessing service in a timely manner. They also found that having the referring service provider fill out the participant agreement with the client was counterproductive. That didn’t allow the Case Manager and client to have a useful ‘meet and greet’ experience.

After tracking referrals and service gaps in the PDSA project, SSPSH modified the referral process so it could take as little as one week. Also, the SSPSH Case Manager and potiential clients now fill out the participant agreement. The dialogue helps the person understand what SSPSH offers and expects so both parties can tell if the SSPSH program will be a good fit.

PDSAs will continue next year. If you’d like to learn more about PDSAs in your program, check with your Manager and, if you have an idea for a PDSA, be sure to pass that on. Your idea could lead to a PDSA experiment that makes your strong GSS program even stronger.