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Table of Contents

1. Introduction and History of Performance Improvement
2. Defining a Performance Improvement Model
3. Identifying Improvement Opportunities Based on Performance Measurement
4. Using Teamwork in Performance Improvement
5. Aggregating and Analyzing Performance Improvement Data
6. Communicating Performance Improvement Activities and Recommendations
7. Measuring Customer Satisfaction
8. Refining the Continuum of Care
9. Improving the Provision of Care, Treatment, and Services
10. Preventing and Controlling Infectious Disease
11. Decreasing Risk Exposure
12. Building a Safe Medication Management System
13. Managing the Environment of Care
14. Developing Staff and Human Resources
15. Organizing and Evaluating Performance Improvement
16. Navigating the Accreditation, Certification, and Licensure Process
17. Implementing Effective Information Management Tools for Performance Improvement
18. Managing Healthcare Performance Improvement Projects
19. Managing the Human Side of Change
20. Understanding the Legal Implications of Performance Improvement

• Appendix A: Bonus Case Studies
• Appendix B: References and Bibliography

Instructor Resources include the following:

• Instructor Manual with full answer key

Student Resources include:

• Student worksheets

Megan McDougal, MS, RHIA, CHPS, CHTS-IM, is an associate professor and assistant director of the health informatics and information management program at West Virginia University. She has extensive experience as both an HIM educator and professional, specializing in healthcare data integrity, regulatory compliance, quality improvement, and leadership.

Andretta Reed, MHA, RHIA, is a health information management professional with a wide range of experience within the healthcare industry. Throughout her career, Ms. Reed has applied healthcare quality initiatives as they relate to medical record processing, revenue cycle, and clinical documentation improvement.