The quality of health care operations and services is dependent upon efficiency in four areas:
Programs are the “what” of clinical operations. It can take months of hard work to establish excellent clinical programs for example in Heart Failure. However, if equal diligence is not spent on creating a process for implementation of the program, then inefficiencies will develop and render even a thorough, well designed program as ineffective.
Process is the “how” of operational logistics. It is the way in which programming will be delivered and is a critical element in the successful implementation of programs. Process also establishes consistency from one individual to the next. This is essential so that outcomes are reliable and consistent.
The People delivering well designed programs must have a full understanding of the part they play in implementation of the programs and processes. They are the “who” in the operations equation. It is essential that resources be allocated to ensure that all members of the staff are properly trained. This not only increases the likelihood of success, but it also shows respect for the role that your staff plays in day to day and overall operations, leading to quality results.
Last, but certainly not least, is the “why” of each of these portions of the operational puzzle—the Patients. The patient experience is central to why we do what we do. In the words of author and TED Talks speaker, Simon Sinek, “People don’t buy what you do, they buy why you do it.” In healthcare, this is our “why” and our passion—to ensure the patient has the best possible outcome and experience.
I recommend beginning with a review of each of these four critical areas to determine the proper course of action for process improvement. The following questions are helpful in the review process:
When operations run efficiently, leaders have more time to focus on additional opportunities for growth and development.
All this adds up to the simple equation listed below. If you ensure that your inputs on the left have QUALITY, then you can ensure that your outcomes on the right will have QUALITY as well.
Programs + Processes + People = Patient Experience
Sinek, S. (2010, May 04). Simon Sinek: How great leaders inspire action [Video file]. Retrieved from https://www.youtube.com/watch?v=qp0HIF3SfI