How did QI coaching change the way you approach QI work?

• "QI coaching provides a direction and focus for our QI work, helps with using the tools, methodologies and measurements for improvement. Sometimes, things look simple but not in reality, like SMART aim which took us a while to setup in correct format. However, finally able to make it with QI coach’s support.  Sometimes being asked challenging questions made me think outside the box and come up with alternatives with the existing resources. It also helps with reflection throughout the different stages of our QI journey, especially ongoing measurement and communications.  Besides, QI coaching empowers people with a feeling of being supported, secured, steered and on the right track to achieve the goal. Overall, it encourages to approach the problems in another way – deeper, broader, more critical and come up with alternatives which undergone PDSA cycle before officially implemented."   - Khine Mon

Can you describe a moment when QI coaching helped you see a challenge in a new light?

• "There was a moment when we all were struggling with measures for improvement – what kind of data to collect, modes and time frame for data collection, then data analysis and robust interpretation to support any improvements that had been made. Through QI coaching, we were able to work on ‘Outcome Measures’ by applying SPC charts and line charts, clearly demonstrating how the things are getting better since the changes had been introduced.  In addition, we thought of conducting interview questions which were very supportive to the improvements at the end. Coaching helps us focus and be creative in achieving our targets at every single step with the current resources."  - Khine Mon

What skills or tools from the QI coaching have stuck with you the most?

• "Team collaboration and stakeholder’s engagement had been a challenge most of the time. In addition to the issues with people’s engagement, taking ownership and responsibility during the project, there were lack of awareness, acknowledgement and contribution from the whole team. Upon reflection, it was concluded to be resulted from not having enough communication, which then led people with limited understanding of QI and not buying in."  - Khine Mon

• "Sustainability is also another concern that people believe QI team is solely responsible for sustaining the change in the long run.  Our current hurdles are inconsistent data collection for improvement measurements and difficulty in embedding this into routine practice.  As a project lead, I often remind the team members of our sustainability plan and prompt the wider team the value of changes resulted from the project and importance of maintaining these changes."  - Khine Mon

What’s one improvement you’ve made that wouldn’t have happened without QI coaching?

• "Stage 2 of QI – Identify & Understand: Coaching structured us to identify the problems by listening to the people, analyse through the driver diagram, and then brainstorm the potential change ideas. After seeing the whole picture, we were able to break down the feasibility of implementing the changes and measurements for improvements. Obviously, this provides a clear direction for next steps and how to achieve our aim. Without coaching, we would have jumped to implementing the changes as people generally believe that the initial QI steps are time wasting/consuming unnecessarily."  - Khine Mon

What would you say to someone who’s unsure about the value of QI coaching?

• "QI coaching is such a broad subject which is quite fluid with the type of the projects. However, there are frameworks that will empower, equip you with the knowledge and skills and boost your confidence to deal with uncertainties. Overall, it is all about learning – we learn people’s different ways of working and perceptions, working together, leadership, transformation process, resistance to change, data analysis and interpretation, sustainability plan and we even learn to fail then resilience! "  - Khine Mon

How do you continue to apply what you learned through QI coaching in your day-to-day work?

• "I become aware of to analyse and break down the complex problems into visible and manageable components, painting the full picture of the whole situation rather than concluding to the solutions too quickly. Besides, I started to think to ask open questions (even if I have the answers) to empower the others to take more ownership and lead the changes. Eventually, a mindset of continuous improvement – makes me think ‘what we can improve no matter how small it is’ and reflecting and adjusting – ‘what worked and what did not work’ and ‘how we make it work’ – becomes embedded in my daily routine." - Khine Mon

If you could sum up your QI coaching experience in one word or phrase, what would it be, and why?

• "Empowering – QI coaching does not tell you what to do. Instead, it provides the essential frameworks and tools, equipping people to fire a new way of thinking and lead the change in own ways. This results in encouraging people’s taking ownership and responsibilities and promoting their confidence in a sense of being capable and able to achieve."

What changes have you noticed in your team’s approach to problem solving since working with a QI Coach?

• "Neha has helped us to understand the rationale and process in QI, but also how to improve our efficiency and team working."- Charlotte Clerkin-Hayes

How has QI coaching influenced your team’s confidence in using improvement tools?

• "Neha has hugely improved our confidence in using improvement tools, she always explains things in terms we can all understand and makes us understand the rationale." - Charlotte Clerkin-Hayes

In what ways has QI coaching affected collaboration or communication within your team?

• "Neha’s coaching has helped improve collaboration and communication in lots of ways, her gentle guidance helps us to remember to share the workload and leadership opportunities equally." - Charlotte Clerkin-Hayes

Have you seen any shifts in how your team engages with data or feedback since the coaching began?

• "We have begun to understand better the importance of the data and how to keep our goals and measures realistic." - Charlotte Clerkin-Hayes

How has QI coaching helped your team sustain improvements over time? 

• "Neha’s coaching has helped us to keep a focus on sustainability, her positive feedback and encouragement helped us to be proud of our work and share it with our team, which helped them to get on board and support with sustainability of change." - Charlotte Clerkin-Hayes