Foreword, Acknowledgments, Preface, About the Author, 1. Overview of Process Improvement and the 3Ms, 2. Change Leadership, 3. Resistance to Change and Process Improvement, 4. Process Improvement Methodologies, 5. Roadmap for Process Improvement, 6. Chartering the Process Improvement Work, 7. Stakeholder Analysis, 8. Finding the Root Causes, Improving, and Controlling, 9. Utilizing the 3Ms: Measure, Manage to the Measure, and Make It Easier, 10. What to Measure, 11. Measure Risk to Achieve High Reliability, 12. Measurement as a System, 13. How to Share and Communicate Measurements, 14. 3Ms: Manage to the Measure, 15. 3Ms: Make It Easier, 16. High Reliability, 17. Summary, Appendix 1: Roadmap for Performance Excellence, Appendix 2: Process Improvement Foundational Tools, Appendix 3: The Emancipation Proclamation, Appendix 4: Charter Template, Appendix 5: Stakeholder Analysis Template, Appendix 6: Hand Hygiene Data Collection Sheet, Appendix 7: Hand Hygiene Compliance Chart for Posting, Appendix 8: Measure Data Collection Tool, Appendix 9: FMEA Severity, Occurrence, Detection Tables, Appendix 10: The Soda Drink Challenge to Learn Attribute Agreement Analysis

In this book, Rick Morrow provides a clear, structured, and disciplined approach to improving processes and systems in healthcare, an industry in great need of improvement. He gives readers great insight into how all the tools of improvement can indeed be used in an integrated approach to improve reliability of care, clinical utilization, quality, patient safety, and efficiency. He wraps this around straightforward steps and the management systems required to sustain improvements. A must read for all looking to improve a complex organization and delivery system.—Charles Hagood, President & Founder, Healthcare Performance Partners, Inc & Co-Author of Lean Led Hospital DesignWith Rick Morrow’s help, we were able to reduce hospital acquired infections by over 50% using the tenets described in this book. Those improvements have been sustained. Rick provides a simple and elegant description of improvement methods and how to apply them. Those serious about performance could benefit from this book.—David Munch, MD, Senior VP, Chief Consulting and Clinical Officer, Healthcare Performance Partners, Inc. (HPP), A MedAssets CompanyAs an international expert in quality and safety, Utilizing the 3Ms of Process Improvement for Healthcare is my go-to-guide for practical applications in process improvement. This is a must read for all healthcare professionals looking to create sustainable processes and improve outcomes.—David Jaimovich, MD, President of Quality Resources InternationalThe stories that Rick shares in this book, I think, everyone can relate to. His ability to translate difficult lessons into easy, memorable stories will engage even the most skeptical readers. … This book includes a step-by-step approach to change that begins with proven techniques. … includes templates that guide teams in driving change and utilization of the 3Ms for process improvement. This book is a great place to start your journey in process improvement. The key to longevity and success in process improvement is the utilization of the 3Ms. I can’t imagine succeeding without the concepts shared in this book.—Erin DuPree, MD, Deputy Chief Medical Officer, Vice President Patient Safety, Mount Sinai Medical Center, New YorkI have made it a habit to listen more carefully to those who have actually been successful doing what they teach. Rick Morrow has the track record to back up the methodology suggested in his book. To the degree that it is theory, it is theory tested and proven on the front lines. He is a veteran in the ongoing ware to improve the patient experience, reduce waste and enhance quality of the care we provide. As such, he is worth listening to. Take the time to read his book. It will be time well invested.—Terry Howell, Ed.D., Chief Quality Officer, Hennepin County Medical Center