Good Call Action Series: Module 4 – Progress through Process

The videos and Action Period activities in this module will guide you through selecting and prioritizing the change ideas/tools your team wants to try, and using what you learned in Module 3, start testing them.

By the end of Module 4, you will be able to:

  • Identify and implement a call related process of relevance to the team. May include:

    • Develop and implement call checklist

    • Develop and implement call triage tool

    • Define and implement tools and processes to manage urgency

    • Understand the call schedule

Let’s get you started!

Each Module contains a set of videos and an Action Period Guide. While you can do these in any order, we recommend following our “playlist” below and then completing the Action Period Guide activities with your team members.

Module 4 Videos

Progress through Process (5:02)

Impact Effort Matrix (3:03)

Finding 15% Solutions (2:06)

Module 4 Discussion & Action Period Tasks Explained (4:28)

Action Period Guide for Module 4

Required Activities:

  1. Review the Good Call Action Series “Process Map for a Basic Call with Change Ideas and Tools”
  2. Identify as a team the opportunities for improvement in your area.
     
  3. Select the change ideas/tools your team wants to try and decide which one to start with (e.g. checklist, triaging calls, batching calls/set time to call for non-urgent needs). Consider using an impact-effort matrix to help choose something in your sphere of control/influence – if there is more than one “high impact/low effort” idea, have a conversation as a team to prioritize them.
     
  4. Use the PDSA Change Form introduced in Module 3 to document the change ideas you are testing.
  5. Debrief using the STOP tool in the Change Form and decide on your next step (adapt, adopt, abandon).
     
  6. Continue testing change ideas in cycles. Try to test the ideas with different people at different times.
     
  7. Complete and share the Module 4 “Team Activity Update” with your broader team and PQI@islandhealth.ca

Additional Resources:

Interested in learning more? Check out these additional resources:

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For general inquiries, please contact us at PQI@IslandHealth.ca