Melissa Muzrall
Founder, M2 Quality Works I Healthcare Quality & Performance Strategist
Manchester, New Hampshire, United States
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Melissa Muzrall, MPT, COS-C, CHS-C, is the founder of M2 Quality Works and a healthcare quality and performance strategist with 25+ years of experience across clinical care, operations, compliance, and quality improvement.
Prior to founding M2, Melissa served as Director of Quality for a multi-state, multi-branch home health organization, where she led quality strategy, regulatory readiness, performance improvement, and HHVBP initiatives. Her work included leading deficiency-free survey outcomes and helping drive a multi-year HHVBP turnaround from a negative payment adjustment to a +2.4% adjustment.
Melissa founded M2 Quality Works to help home health and hospice leaders move beyond simply identifying performance problems to understanding what is actually driving them. Her approach emphasizes evidence, disciplined investigation, and practical executive decision-making before organizations commit resources to corrective action.
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You Know What the Problem Is. Or Do You?
Home health leaders are surrounded by data identifying where performance is falling short. But identifying a problem is not the same as understanding what is causing it. When organizations move too quickly from a performance signal to corrective action, they risk solving the wrong problem—sometimes repeatedly.
This session examines the critical thinking that must occur between identifying a performance concern and choosing an intervention. Using a realistic home health case, participants will follow the evidence as an apparent staffing problem becomes something more complex—and learn how disciplined investigation can lead to a more defensible diagnosis before resources are committed to a solution.
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