I Watched, I Learned, and I Absorbed

By Tricia Elliott, DHA, MBA, CPHQ, FNAHQ

I work in healthcare quality to make a difference in the lives of others and to contribute to creating a healthier world. That is what motivates me in my day-to-day work at the National Quality Forum (NQF).

How It Started

I started my journey as a “Candy Striper” at the University of Connecticut Health Center, assisting in the laboratory, in the pharmacy, and at the information desk. I obtained a degree in health administration and my early career was focused on data analysis. I remember sorting, ordering, and organizing large data sets of claims data in a health maintenance organization. I was looking for patterns, trends, and results to assist others with making decisions.

I hoped one day to be the person who would not only analyze the data but also make the impactful decisions.?

After several years in decision support, I had the opportunity to become an accreditation coordinator and learned as much as I could about the processes of providing care in an acute care setting. I climbed in ceilings to check for fire wall penetrations with IT (Information Technology) professionals, I watched cardiac catheter procedures with the Patient Safety Officer to ensure the medications were labeled correctly in the sterile field, I checked the helicopter pad with the Facilities Engineer, and I monitored the signing, dating, and timing of medical records with the Medical Records Director.?

How It’s Going

I watched, I learned, and I absorbed all the information I could. I saw the flaws in the systems and processes and wanted to learn more about how to improve processes to create the safest and highest quality facilities.?

I used my developing analytic skills and combined them with the concepts of process improvement, high reliability, and change management to drive sustainable improvements in healthcare quality. Along the way, I had opportunities to learn management and leadership skills that led me on a journey focused on quality measurement. Ultimately, my path led me to NQF to support the convening of stakeholders from across the country to drive measurable health improvements together.

As I reflect on my career, I have cherished working alongside many colleagues and mentors who led by example and demonstrated true passion for healthcare quality and quality improvement. As others have forged a path to create opportunities for people like me, I strive to do the same for others, so we can increase the body of knowledge for healthcare quality and quality measurement.