We all know it when we see it.
The people who excel at everything they do. The organizations that achieve all parts of their mission. The companies that deliver great service without fail. But do we understand what it takes?
I’ve been alive long enough to know that “high quality” doesn’t just happen. But I was reminded of this recently when I sat down to talk with three members of the Quality Team at Texas Children’s Health Plan.
After a conversation with quality improvement specialists Rosendo Cardoso Gonzalez, Jeremiah Judkins and Joshua Fernelius, it all came back to me. High quality requires the right people, planning, oversight and accountability. Becoming the best is never an accident.
For this reason, improving quality is – literally – a full-time job for this team.
We started our talk with acknowledging the health plan’s upcoming accreditation survey from the National Committee for Quality Assurance (NCQA). They explained to me that although our survey takes place in mid-April, the results are the sum of what we do every single day.
Here is a look inside our conversation:
How would you describe your roles at Texas Children’s Health Plan?
All: We are the team that serves as a resource to the entire health plan. We support leaders and front-line staff in a shared responsibility to achieve national HEDIS (Healthcare Effectiveness Data and Information Set) goals.
What is the most challenging part of the work that you do?
Rosendo – “Ro”: It’s a lot of work, but that’s why we are here. It’s also challenging because most issues are complex and don’t just involve one department. Making sure that multiple departments are on the same page can be difficult.
Jeremiah – “JJ”: Encouraging employees to use us a resource. Our job is to come in and rethink processes, systems and methods. Just because we’ve been doing something one way doesn’t mean we will keep doing it that way. But like Ro said, that’s why we are here – as a resource to help facilitate the changes.
Joshua – “Josh”: Fostering change in the organization. Lasting and sustainable change is never easy, however it’s important that we evolve for the sake of our members. They deserve for us to operate effectively at the highest level of care.
What is the most rewarding part of the work that you do?
Rosendo: It’s extremely rewarding when everyone comes together and focuses on reaching for the same goals. It’s also rewarding when we can maximize each other’s strengths to solve problems.
Jeremiah: I love Texas Children’s. I have a personal connection because my six-year-old daughter has had a health condition since she was in-utero. Texas Children’s helped save her life. I want to be part of ensuring that this organization is always operating at the highest level it possibly can.
Joshua: I have been invested in public health for many years. It truly is my passion. I enjoy the opportunity to positively impact the lives of more 400,000 health plan members each and every day. Your work seems to focus on the big picture, but what do you do on a daily basis to improve quality?
All: We run the daily operations briefing, which is the glue that holds The Health Plan together. The “DOB” offers a way to uncover organizational issues and bring barriers to the forefront. If we have more visibility into our challenges, we can solve them effectively.
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Rosendo, Jeremiah and Joshua report to Yahaira Colorado, manager for Quality & Outcomes Management. Colorado’s team, together with Natasha Pierce – manager of Credentialing – and her team, are preparing The Health Plan to gain its NCQA accreditation this summer. For more information on NCQA, visit https://texaschildrensnews.org/strive-for-five-strive-for-five/
To learn more about “Hayes on The Health Plan” and to learn basic information about Texas Children’s Health Plan visit https://texaschildrensnews.org/hayes-on-the-health-plan/.