Harvard Business

NOVEMBER 23, 2016

In healthcare, change is even harder than in most industries. Yet, a variety of financial and operational problems impeded success and we lacked a clear strategic path toward building the kind of coordinated care delivery system healthcare desperately needs. Together we developed an agenda for change and put it into action.

How To 28

How To Healthcare Operations Leadership 28

1 to 1

MAY 3, 2013

Though many companies approach service and support as just another metric to be maximized, those that emphasize quality over call times differentiate themselves from the competition and excel in customer satisfaction. SHARETHIS.addEntry({ title:"Putting the Customer in Service Optimization", url:"[link].

Media 37

Media Metrics Advertising Trends 37

Harvard Business

JULY 13, 2016

Or you can join a premium community for advice, guidance, and connections with like-minded people on topics ranging from healthcare to entrepreneurship to art lessons. Identify the right metrics. In the digital membership economy, the metrics best apt to indicate success are more likely to be around member churn and engagement.

Cash Flow 28

Cash Flow Survey Metrics Accenture 28

Harvard Business

MAY 24, 2017

So unlike your average patient, she described one 12-hour wait in the ER as having a “7% process cycle efficiency.” Like many patients, Jess felt her providers were delivering very little quality of care when defined by the one metric that mattered most to her: time. Jess was trained as a Six Sigma Green Belt.

Metrics 40

Metrics Education Operations System 40

Harvard Business

DECEMBER 9, 2016

And we chose providers willing to open up their schedules to see patients virtually, either more efficiently during their clinical hours or during their non-clinical time. Like many hospitals, Brigham and Women’s Hospital (BWH) is actively preparing for the era of virtual care in order to best meet our patients’ needs.

Healthcare 28

Healthcare Video Efficiency Consulting 28

Harvard Business

OCTOBER 11, 2017

To date, only small steps have been taken at most health care systems (for example, clarifying the costs of specific tests during the test-ordering process), and new clinical analytics systems that offer better insights into costs and efficiency often aren’t integrated into day-to-day clinical care. The visual management board.

Management 28

Management System Data Finance 28

Harvard Business

MAY 31, 2017

The financial health of the organization was the most important metric for management and governance to follow. Two years later, the follow-up IOM report, “Crossing the Quality Chasm,” reviewed other types of disappointing quality, including gaps in efficiency, effectiveness, timeliness, and patient-centeredness.

Comparison 47

Comparison Financial Report Data 47

Harvard Business

NOVEMBER 16, 2016

In November 2015 Geisinger Health System launched its ProvenExperience program – a wide-ranging cultural and process reengineering initiative whose long-term goal is not just to assure the best customer experience in healthcare, but to offer the best customer experience of any industry.

System 28

System Healthcare Financial Construction 28

Harvard Business

OCTOBER 17, 2017

As a large team cares for patients, clear and efficient pathways for communication and workflows are necessary to ensure the patient experience is as seamless and organized as possible. Still, these metrics have yet to include broader measures of wellness such as academic achievement, involvement in crime, or job outcomes (i.e.,

Efficiency 38

Efficiency Metrics System Development 38

Harvard Business

OCTOBER 9, 2017

Overlooking these realities is perilous, both for the patient’s well-being and for efficient delivery of care. This work cannot happen in a vacuum of forced efficiency. A Way Forward. Medicine is constantly evolving as new ways to treat, heal, and even cure emerge.

Guidelines 43

Guidelines Efficiency System Meeting 43

Harvard Business

JUNE 7, 2017

And the whole system, not just primary care, is responsible for quality metrics related to prevention and chronic care (e.g., This enables them to review the work quickly and efficiently and follow up on any flagged issues. the percentage of eligible patients who received a mammogram).

Groups 28

Groups System Metrics Examples 28

Harvard Business

AUGUST 8, 2016

Increasingly available high-quality surgical instruments, greater knowledge of potential complications, and widespread sharing of best practices made surgery more effective and efficient.

Operations 28

Operations Research System Culture 28

Harvard Business

NOVEMBER 9, 2016

Dr. John Toussaint, CEO of the ThedaCare Center for Healthcare Value, describes the pilot unit as the “model cell,” a place for experimentation, learning, and modeling new methods for the rest of the system. Choose a Pilot Unit Within the Organization. It’s important to select this pilot unit carefully.

Healthcare 33

Healthcare System Operations Metrics 33

Progressus

OCTOBER 25, 2023

You know, those same disruptive forces redefining all sectors from manufacturing and retail to healthcare and tech. Tech enables new, better ways of working, while the talent leverages technology in the right ways to create better customer experiences, improve process efficiency, and boost the bottom line.

Data 52

Data Agile Tools Talent 52

Organizational Talent Consulting

AUGUST 7, 2023

Company cultures centered on efficiency thinking have flooded the marketplace with low-cost, widely available products and resulted in tremendous waste and social issues (Brown, 2009). A quick walk through a parking lot looking at the similarity of cars reveals a need for organizations to move beyond making incremental improvements.

Culture 52

Culture Financial Leadership Deloitte 52

Harvard Business

DECEMBER 13, 2016

For years, Atrius Health had been focusing on standardizing processes, removing waste, and improving efficiency using improvement activities employing lean. They emphasized the aim to reduce ER and hospital admissions, which aligned with the clinic’s key performance metrics.

Case Interview 28

Case Interview Insurance Insurance System 28