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

Debra Thingstad Boe, William Riley, Helen Parsons

Research output: Contribution to journalArticle

18 Scopus citations

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.

Original languageEnglish (US)
Pages (from-to)1619-1625
Number of pages7
JournalAmerican journal of public health
Volume99
Issue number9
DOIs
StatePublished - Sep 1 2009

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health

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