QI 105: The Human Side of Quality Improvement
If you want to improve a complex system, you’ll probably need to convince the people around you to do things differently. But a change that seems sensible and beneficial to you may feel threatening to others. In this course, you’ll learn why culture change is crucial to the success of many improvement projects. You’ll discover the most common reasons people resist change, and then you’ll practice responding in a way that mitigates that resistance. You’ll also learn how new ideas typically spread through a population, and what you can do to help different parts of the population adopt the change. Finally, you’ll learn different ways to motivate people – and which methods are likely to be most effective in a health care setting.

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Estimated Time of Completion: 1 hour 30 minutes
Type of Activity: Knowledge
Release Date: 12/14/2009
Last Update Date: 12/14/2009
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Course Objectives
After completing this course, you will be able to:
1. Identify three common barriers to change.
2. List Everett Rogers’ five stages of diffusion of innovations.
3. Describe how to leverage differences among people for positive outcomes.
4. Define the concepts of intrinsic and extrinsic motivation, and evaluate the relative effectiveness of each.
5. Describe how activities related to improving processes can influence the culture of an organization.
David Williams, Ph.D., Executive Director, Institute for Healthcare Improvement View Profile
Kathleen Vega, BA, Freelance Writer, Kathleen B. Vega, Inc View Profile
Piotr Pilarski, MD, Resident Physician, Internal Medicine, Vanderbilt Medical Center View Profile
Lloyd Provost, MS, Statistician, Associates in Process Improvement View Profile
Richard Scoville, PhD, Improvement Advisor/Consultant, Institute for Healthcare Improvement View Profile
Continuing Education
Certified Professionals in Healthcare Quality 1.50 Credit hours
General Attendance 1.50 Credit hours
International General 1.50 Credit hours
Nursing Contact Hours 1.50 Credit hours
Pharmacist CPE 1.50 Credit hours UPN# 0822-0000-13-091-H05-P
US Physician CME 1.50 Credit hours

In support of improving patient care, the Institute for Healthcare Improvement is accredited by the American Nurses Credentialing Center (ANCC), the Accreditation Council for Pharmacy Education (ACPE), and the Accreditation Council for Continuing Medical Education (ACCME), to provide continuing education for the healthcare team.

This activity has been approved by the National Association for Healthcare Quality for CPHQ CE credit.
You must be a registered IHI.org user to take this course.
You must complete all the lessons within this course and achieve a minimum score of 75% in order to receive credit for the course.