F. Communication skills for applying survey findings in decision processes within a health care organization

This module of the course describes the process of reporting service quality measures and findings regarding root causes.  The module focuses on identify venues for having optimal impact.  The objective of the process is not to press for a particular conclusion, but to supply information so that decision-makers have key facts about quality, and information about available options and their implications with respect the organization’s purposes and values.  The module provides a rubric by which to assess how far up the chain health care service quality measures are reported, and how often.  Concepts from organizational science are used to explain how the structure of health care organizations tends to diffuse the pace and focus of performance indicators about health care quality.  Insights from earlier modules will be tied in to describe how to avoid common pitfalls that block or divert delivery of findings regarding performance on quality.  The module will note tie-ins to external stakeholders.  The module will also describe triage of demographic analyses to venues where the findings can improve the cultural competency of services to diverse demographics.