Training Champions

Whether it’s adding patient images to Wheelchair Seating and Mobility Clinic evaluations to improve communication and increase precision of care, or serving meals on bright yellow trays as a visual cue for staff that a patient requires swallowing precautions, a cornerstone of Shepherd Center’s culture is a commitment to making things better.

Quality improvements at Shepherd Center mean better care and outcomes for patients, better experiences for families, and a better workplace for staff.

Out of that desire for continuous improvement, the Quality Improvement Champions Program (QICP) was born. The program has an open application process for all Shepherd employees and provides staff education on the science of improvement and the use of various improvement tools. The curriculum consists of Institute for Healthcare Improvement (IHI) Basic Certificate in Quality and Safety coursework, followed by a six-month hands-on, innovative application of skills, tools, and concepts within each participant’s respective programs, thereby boosting Shepherd Center’s overall quality and safety.

QICP celebrated its first graduating class in June 2023 and has grown quickly, boasting 63 graduates as of this July.

During this year’s QICP graduation celebration, Shepherd’s Chief Medical Officer, Michael Yochelson, M.D., MBA, commended the commitment of program participants and underscored how integral continuous improvement is to Shepherd’s mission and culture.

“It represents 63 people who chose to step forward and say, ‘I can help make Shepherd Center better.’ It represents 63 people who have learned not just to see problems, but to approach them with structure, curiosity, and purpose. And ultimately, it represents a growing culture, one where improvement is not someone else’s responsibility, but something we all own.”

QICP participants from across the hospital fuel project ideas. Based on their day-to-day experiences, they offer diverse perspectives and insights into processes and procedures that could be more efficient and effective.

“QICP embodies Shepherd’s commitment to quality by equipping team members across the organization with the skills, tools, and support needed to improve patient outcomes, enhance team member safety, and strengthen operational efficiency,” says Mariana Volpini Gattegno, MPH, CPHQ, CLSSBB, director of quality and outcomes management at Shepherd Center. “Through this program, we are empowering staff to identify opportunities, solve problems, and lead meaningful change themselves. I truly feel that QICP reflects Shepherd's culture of quality, where collaboration, innovation, and continuous improvement drive excellence in everything we do.”

Several QICP projects from previous years have become part of the day-to-day processes at the hospital, including:

• A swallowing precautions initiative, which was a three-year effort involving three QICP cohorts that delivered lasting impact and earned two Georgia Hospital Association awards.
• A combined therapy and nursing skills day to strengthen collaboration and consistency across disciplines to support better care.
• A speech therapy weekly outcomes measure tool to bring greater clarity and measurement to patient progress for more focused care.
• An initiative to add patient images to Wheelchair Seating and Mobility Clinic evaluations, improving communication and increasing the precision of care.

This year’s QICP graduates represented nine departments: Psychology, Food Services, the Dean Stroud Spine and Pain Institute, Engineering, Shepherd Pathways, Research, the Comprehensive Rehabilitation Unit (CRU), the Rollins Acquired Brain Injury Program, and the Wheelchair Seating and Mobility Clinic.

Participants’ projects focused on everything from updating workflows to improving training processes and enhancing patient education.

“These are not small changes,” says Dr. Yochelson. “These are improvements that enhance safety, strengthen teamwork, and ultimately improve outcomes for the patients Shepherd serves.

“That is the true goal of QICP: not just to complete a project, but to build capability. To develop leaders who know how to think differently — who know how to approach complexity with discipline. And who know how to turn everyday challenges into opportunities for improvement.”

Abby Culin, LMFT, a family therapist in the Acquired Brain Injury Rehabilitation Program, was one of this year’s graduates. She worked on improving role and scope clarity for her position.

“First, my quality mentor, psychology department leadership, and I focused on defining role objectives. Then, we utilized practical tools to help ensure that families receive the right level of support at the right time,” she explains. “I am so grateful to have participated in the QICP program,” Culin says. “My biggest takeaway is the iterative nature of process improvement. It is so valuable to try an idea, see how it works, and adjust based on what you learn. In ever-changing environments, one solution likely will not work forever!”

Brandon Landreau, a physical plant engineer and bed technician at Shepherd, also graduated from QICP this year. He evaluated the engineering department’s staffing and succession planning. Then, he developed recommendations to ensure the department maintains institutional knowledge, attracts and retains highly qualified staff, and reduces dependence on outside contractors.

Landreau says that through QICP, he learned a lot about how to efficiently convey information, use tools to compare data, and develop and strengthen his communication skills. But that wasn’t the only thing he liked about the program.

“My favorite thing about the QICP is that it is for everyone,” Landreau explains. “I wasn’t sure if it was reserved for clinical staff or department administrators, but I applied anyway, and I got in! I think that’s what sets Shepherd Center apart. The culture and atmosphere here are amazing, and that’s because of the people. I think that programs like QICP that help develop staff in all departments make Shepherd Center a great place to be. It improves the overall experience not only for our patients but our coworkers as well. I learned so much and would highly recommend anyone who is interested to apply.”

Written by Ruth Underwood