Conducted in a face to face interview
1-How would you characterize the culture at this company? What is it like to work around here? (E.g. what behaviors are rewarded or encouraged, what values do people have, how do people know how they are supposed to behave)?
2-How would you characterize the management style at this company? Does leadership tend to be collegial, team-oriented, hierarchical, non-existent?
a.Is it formal or informal?
b.Is there continuity to the leadership?
c.Does the leadership seem strong or weak?
d.Is leadership focused (that is, consistent in purpose)?
e.Do people feel empowered?
3.How would you characterize the culture of the employees in this company? Does leadership tend to be collegial, team-oriented, hierarchical, non-existent?
a.Is there continuity to the leadership?
b.Is the leadership widely accepted?
c.What is the trust level among employees and their supervisors?
d.What is the trust level between employees and administration?
f.What is the trust level between employees?
II.THE ROLE OF QUALITY:
I would now like to ask you some questions about quality and the quality efforts at AAC.
1-What does "quality" mean at AAC? What is the role of quality in the various functions in the company?
2-Are the leaders of AAC seriously committed to quality? What leads you to conclude this?
3-Do the leaders in this hospital communicate a commitment to quality? How?
4-What level of quality do you believe AAC is providing? What makes you believe this?
5-Does AAC benchmark or compare any of its quality activities, processes, or outcomes either internally or externally?
6-How is AAC doing relative to its competitors in terms of quality and outcomes of care? How do you know? Financially?
7-To what extent do your quality efforts focus on the prevention of problems versus the correction of problems after they occur?
8-What would be an example of an activity/program that AAC has undertaken to prevent problems?
9-What has been the primary focus (focuses) to date of the quality efforts?
10-What is (are) the primary motivation(s) for quality efforts?
11-What particular difficulties, if any, has AAC had in implementing quality initiatives to date?
12-How has AAC attempted to deal with these difficulties?
13-Have any of these attempts been successful? If so, which ones?
14-What are your main improvement goals for this year?
15-Where does this hospital want to be 3 YEARS (NOT 5 YEARS) from now?
16-What is this hospital doing to get where it wants to be in five years?
III.STRUCTURES/TRAINING FOR QUALITY INITIATIVES
I would now like to ask you some questions regarding the structures which exist at AAC for managing or facilitating quality
1-What structure(s) exists for managing and facilitating quality initiatives at AAC?
2-Do you have a SPECIFIC training program IN MIND for quality? What does this training involve?
3-To date, who has been involved in training programs for quality initiatives? What training have they received?
4-For those not mentioned previously, what kinds of training have senior managers, middle managers, physicians, and front line employees received?
5-Does AAC have a formal process to select quality initiatives or projects? If so, please describe.
6-Does this hospital have formal teams which work on quality initiatives or projects?
7-What kinds (job categories) of people were selected as team members?
8-Who are the heads of these teams? Why were they selected?
9-To what extent do the teams include suppliers and customers?
10-Overall, how well have the teams functioned?
11-Have teams been able to implement their findings/recommendations? If so, how effectively and why? If no, why not?...