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 | "Healthcare Tech and the World" Podcast Operations Performance & Productivity April 30, 2007 Length: 24:21 minutes File Size: 22.3 MB "Tantalizing ideas and perspectives..." "Dr. Hill is not just a conceptual thinker on these issues, but a very practical do-er." "When it comes to enhancing quality of care and service and satisfaction, I think he's really on the forefront." Dr. Kevin Fickenscher, Executive Vice President of Healthcare Transformation at Perot Systems Corporation recently interviewed EMPATH's Dr. Michael Hill on the subject of patient care performance and productivity. Learn more about how these major variables in healthcare operations can be successfully managed through the use of information technology. Click on the links below to listen to excerpts from the interview, or download the entire podcast. KF: Introducing Dr. Michael Hill, President and CEO of EMPATH "He believes passionately in the use of information technology to get the right information to the right person at the right time so they can make the right decision." hear more KF: What major issues are hospitals experiencing, relative to throughput? MH: Variability in process design, inadequate operations metrics, and insufficient technology support. hear more KF: What you're really implying is that there is a need to create some standardized approaches to the delivery process. Is that correct? MH: Absolutely. There are huge benefits to doing this. We're seeing cycle time reductions of 60% to 70% on individual subprocesses, when you line up the entire process. hear more KF: Is working with physicians really like herding cats? MH: If you design a great process, physicians will follow it. Create a higher level of care than what physicians are currently getting. hear more KF: Tell me about how you increase satisfaction, drive better quality and reduce costs. MH: One of the best practices we use is to imbed each unit in a helpful organization, so that when you get overwhelmed in your unit, you can predictably get help. Staff can predictably exceed physicians' expectations as well. hear more KF: What are the major impediments to productivity and performance? MH: Who's accountable for running the unit? Avoid 'management by wandering around.' hear more KF: What kinds of tools need to be deployed to foster this kind of change? MH: IT is necessary to monitor and track key processes consistently. Such IT allows for transparency in work activity completions. hear more KF: Are hospitals having difficulties in some areas more than others, or is it a cultural phenomenon? MH: It's all culture, but culture follows process. hear more KF: How do you sustain the effort over time? MH: Senior leaders must lead and sustain the charge. Standardize how department managers manage with appropriate technology systems. hear more KF: Any additional thoughts? MH: Patient throughput is about quality. Complete core work activities consistently. Create a framework for accountability across the organization. hear more Listen to this interview in its entirety ». |
  Dr. Kevin Fickenscher, Executive Vice President of Healthcare Transformation at Perot Systems Corporation |