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Improving service delivery in a county health department WIC clinic: An application of statistical process control techniques

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  • Boe, D.T.
  • Riley, W.
  • Parsons, H.

Abstract

Local public health agencies are challenged to continually improve service delivery, yet they frequently operate with constrained resources. Quality improvement methods and techniques such as statistical process control are commonly used in other industries, and they have recently been proposed as a means of improving service delivery and performance in public health settings. We analyzed a quality improvement project undertaken at a local Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) clinic to reduce waiting times and improve client satisfaction with a walk-in nutrition education service. We used statistical process control techniques to evaluate initial process performance, implement an intervention, and assess process improvements. We found that implementation of these techniques significantly reduced waiting time and improved clients' satisfaction with the WIC service.

Suggested Citation

  • Boe, D.T. & Riley, W. & Parsons, H., 2009. "Improving service delivery in a county health department WIC clinic: An application of statistical process control techniques," American Journal of Public Health, American Public Health Association, vol. 99(9), pages 1619-1625.
    • Handle: RePEc:aph:ajpbhl:10.2105/ajph.2008.138289_6
    DOI: 10.2105/AJPH.2008.138289
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    Cited by:

    1. Wahyudin, Nanang, 2018. "Quality Service Strategy in Improving Performance of Puskesmas Service Area of Mranggen District," MPRA Paper 91039, University Library of Munich, Germany.
    2. Sekhobo, Jackson P. & Peck, Sanya R. & Byun, Youjung & Allsopp, Marie A.K. & Holbrook, MaryEllen K. & Edmunds, Lynn S. & Yu, Chengxuan, 2017. "Use of a mixed-method approach to evaluate the implementation of retention promotion strategies in the New York State WIC program," Evaluation and Program Planning, Elsevier, vol. 63(C), pages 7-17.
    3. Sanjana Brijball Parumasur & Patsy Govender, 2013. "Role of Monitoring and Controlling Quality in TQM," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.

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