Quality Matters

A People-Centered Approach to Quality Improvement

In 2023, MetroHealth embarked on a transformative journey to ensure every person we serve receives the highest quality of care. Those efforts resulted in a 30% reduction in patient harms – a pace of improvement unheard of in the healthcare industry.

The secret? Our people.

MetroHealth took a bottom-up approach with its quality improvement efforts that ensured the voice of every caregiver – regardless of rank or role – was heard. When concerns were identified, working groups of front-line caregivers came together to develop solutions.

That work resulted in dramatic reductions in pressure ulcers, surgery-site infections, C-diff infections and other preventable harms. Likewise, MetroHealth’s patient-experience scores climbed while patient grievances declined. And because of a renewed commitment to transparency and accountability, MetroHealth’s quality metrics were made available to every caregiver.

“By making this data readily available to our caregivers, we are making a concerted effort to build a culture focused on continuous improvement,” said Joseph Golob, MD, Executive Vice President, Chief Quality and Safety Officer. “There is never an end to this work – we always want to get better. That is what our patients and this community deserve.”

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