Smooth Survey: Practical Strategies and Tools for an Effective Survey Command Center
Regulatory surveys can be chaotic without a structured approach, leading to confusion, stress, and potential compliance issues. A prepared centralized command center is necessary to streamline survey management. Key elements include defined survey facilitation roles, a document procurement and control process, real-time internal and external communication tools, and controlled surveyor interaction protocols. This approach reduces stress and confusion, ensures accuracy, enhances compliance, and presents a confident, organized image to surveyors. By implementing a well-coordinated command center, organizations can increase efficiency, provide clear communication among staff and surveyors, and create a smoother survey experience.
Problem: A lack of coordination during surprise regulatory surveys can lead to chaotic responses, improper handling of information requests, and unnecessary stress for both staff and surveyors. The uncontrolled submission of documentation without proper vetting increases the risk of discrepancies. A structured command center approach is needed to mitigate these risks.
Measurement: In developing the new survey management process we prepared a fishbone diagram to categorize root causes to the unwanted outcomes and a Design Failure Mode and Effects Analysis (DFMEA) to identify potential weaknesses in the new process being created. Details about each surveyor deliverable were captured in a database.
Analysis: A document control audit was used to compare the number of unvetted documents delivered and duplicate surveyor requests occurring pre- and post-implementation. Analysis includes deliverable characteristics and proportion test to confirm a reduction over a two-year period. The decrease indicates a better process and infers increased leadership trust.
Implementation: A structured survey Command Center process and tools were developed to address all identified phases for surveys from pre-planning to post survey wrap up. Challenges included staff bypassing the Command Center for document delivery, diverting resources for other survey duties, and key personnel being unresponsive to survey requests.
Results/Discussion: Post-survey command center debriefs identified successes and areas for improvement, such as unvetted document delivery. Key findings were shared with the Continuous Survey Readiness Committee. Over time, the command center gained leadership's trust, ensuring only authorized teams Performance Improvement Leadership and the command center handled document delivery and surveyor communication.
Speakers
Director, Performance Improvement - Emanate Health
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Regulatory and Accreditation
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Location Virtual
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Organizer NAHQ Next
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