Success Stories

Starting to Improve: Education & Planning

Using a “Tell-Show-Do-Recycle” learning structure, provided Albany County Department of Health improvement training and coaching at all levels in preparation for PHAB Accreditation.

 Approach / Methods

  • Department Leadership Team: Provided Improvement Introduction to Improvement: Seeing the Possible education to a) understand & identify the concepts of improvement (Waste/Value, Quality Improvement Methods, & some examples of their use), b) appreciate the degree of change and benefits that are truly possible when adopting Quality Improvement, and c) prepare for additional improvement training and participation in activities such as improvement events.  Following comprehensive data analysis facilitated the prioritization and selection of annual improvement plans (outcomes needed and improvement projects to achieve those outcomes)
  • Individual Contributors: 25 staff members, across all divisions, actively participated in learning and developing basic continual improvement knowledge and skills using the Tell/Show/Do/Recycle learning approach.  Participants were taught the improvement cycle and several improvement techniques followed by immediate application on their own work problem, in the classroom.
  • Select Improvement Leaders: Building on Seeing the Possible education, provided Process Mapping and Problem Solving education and practical application throughout the courses.


Day 1: Introduction to Improvement: Seeing the Possible (course and simulation)

The first on-site Quality Improvement training included ACDOH leaders across all divisions (20).

Day 2: Quality Impalb-ssrovement for Individual Contributors

25 staff members, across all divisions, actively participated in learning and developing basic continual improvement knowledge and skills using the Tell/Show/Do/Recycle learning approach.

Day 2-3: Process Mapping

On Day 2 and 3 the team of 10 select department leaders learned Process Mapping methods.  Mapping included the basics, value stream mapping, spaghetti diagrams, information circles, and sub process mapping. Each participant practiced the value stream mapping and sub process mapping techniques on their identified work processes.

Day 3: Problem Solving
On Day 3 the team of 10
select department leaders continued to build their improvement knowledge and skills by focusing on the Problem Solving method, Cause & Effect Analysis.  Participants began learning how to use data and information to understand problem’s causes and effects and identify solutions that prevent problems from reoccurring.  As with all the training provided, it followed the Tell/Show/Do/Recycle learning approach (tell you about the skill, show you examples, apply the skill together, and provides feedback).  The participants learned and practiced the steps of a Cause & Effect Analysis

  • Confirm the goal of the problem
  • Identify and prioritize issues
  • Conduct the root cause analysis (5 Whys)
  • Identify and prioritize solutions.

Day 4: Create Annual Improvement Plan

Organization leaders created their annual Improvement Plan with outcomes, annual customer and organization goals and targets, and 3 team based projects to achieve the outcomes.