Course Author: The Rev. George Handzo, BCC, CSSBB


This module, What We Do Matters: Continuous Quality Improvement within Chaplaincy and Health Care, is designed to enable learners to be a full participant in CQI processes and to establish and sustain a CQI program for a chaplaincy or spiritual care service using Lean and Six Sigma. Participants will learn the basic language in order to recognize CQI’s underlying assumptions, language, and processes. The module will teach assumptions and language that is pretty much universal to all CQI systems and the language particular to Lean Six Sigma which is the most widely used system. Participants will learn how to set up and run simple Lean or Six Sigma projects and be able to avoid the most common mistakes in this process. Examples from hospital practice will be provided.


By the end of this course the learner will be able to:

  • Describe the theory, concepts, and barriers to continuous quality improvement in chaplaincy care and why CQI is both a necessity and an imperative.
  • Identify the PDCA, Lean, and Six Sigma approaches to CQI and the major tools used in each.
  • Demonstrate how to define, measure, analyze, improve and control chaplaincy care processes and outcomes.
  • Formulate ways in which to utilize CQI data to refine chaplaincy specific and the broader spiritual care programs and services.


Course Outline

  • Introduction
  • US Health Care Trends - Volume to Value
  • Establishing Value for anything that is Done
  • The Theological Case for Quality Improvement
  • Getting to Continuous Quality Improvement
  • Plan-Do-Check-Act (PDCA)
  • Lean Six Sigma
  • SMART Goals
  • Assumptions and Barriers
  • Waste
  • Literature Review and Training
  • Steps in a CQI Project
  • Rapid Improvement Project
  • What a Comprehensive Chaplaincy CQI Effort Looks Like
  • Summary
  • Basic Texts
  • References

What We Do Matters: Continuous Quality Improvement

  • Number of Credits Towards a Degree at SCA University of Theology and Spirituality - 5


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University of Theology and Spirituality

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