San Francisco Quality Culture Series (SFQCS)
The SF Quality Culture Series (SFQCS) is a collaborative learning program for clinic leadership teams. SFQCS was developed through a partnership of three organizations: SF Community Clinic Consortium, SF Department of Public Health, and SFHP. Program management and faculty are provided by the UCSF Center for Health Professions.
The goal of SFQCS is to train leaders how to transform the culture of their clinics through quality improvement, operational excellence and management excellence. The content of SFQCS is the pursuit of patient-centered transformation: team-based care, barrier-free access, excellent customer service and communication, population management, and effective health IT infrastructure.
The initial phase of SFQCS was a year-long collaborative in 2011. Twenty-one safety-net clinic management teams participated, with the aim of building their improvement capacity and skills as managers of dynamic primary care practices. The program was supported by the Gordon and Betty Moore Foundation, with additional support from SFHP and Healthy San Francisco. Eight one-day training sessions were held over the course of nine months. Each clinic team worked on a project related to either access improvement, patient experience, or preparing for electronic health record implementation. Each team also worked with an improvement coach, to optimize their ability to apply the content and trainings to their clinics.
SFQCS was a transformative experience for clinic leadership teams. The excellent attendance rate, active engagement and program ratings across clinic participants demonstrated the high value they placed on their experience. This perceived value also translated to real changes. Almost all clinics reported measurable improvements in their clinic’s capacity for quality, the majority of teams saw improvements in team effectiveness and engagement scores, and almost all clinics saw improvement in at least one project measure. In addition, leadership teams continue to bring the content home and report increased engagement and participation in quality improvement activities across clinic staff.
SFQCS is an ongoing effort, supported by San Francisco Health Plan, with sessions every 4-6 months. All safety net clinic leadership teams are invited. All-day sessions will continue to focus on the building blocks of patient-centered health homes, and will continue to build skills in quality improvement, management excellence and leadership.
San Francisco Quality Culture Series Final Report