North Memorial Health Care - Executive War College · North Memorial Health Care North Memorial...
Transcript of North Memorial Health Care - Executive War College · North Memorial Health Care North Memorial...
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North Memorial Health Care Hitting the Home Run with Management Dashboards:
How North Memorial Improved Customer Service to Deliver More Value to Outreach Physicians
Bobbi Kochevar
Director of Care Management, Diagnostic and Therapy Services
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Learn How To: • Transform fragmented data into real-time
healthcare insight.
• Generate a culture of continuous quality by instantly gaining visibility into issues occurring across the entire lab.
• Determine ways to maximize staff productivity, align every department, and drive ongoing accountability.
• Eliminate communication and data silos.
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North Memorial Health Care North Memorial Health Care is a regional leader in
advanced medical care, serving communities in Minneapolis for over 50 years.
Services • Level 1 Trauma Care • 2 Hospitals and Emergency
Departments • Primary Care Clinics • Specialty Care Clinics • 600+ Hospital beds • 75+ Bassinets • HIS: Epic • DNV Accredited
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Overview of Lab Services 88 FTE’s
1.8M Annual tests
8 Board Certified Pathologists
Multispecialty Lab including Molecular and Cytology
Outreach sales $13.2 in Total Collections Posted
CAP and AABB Accredited
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Top C-Suite Hospital Priorities: Next 3 years
Source: Becker’s Hospital Review
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2015 Strategic Priorities
Population Health
Quality and Patient Experience
Operational Efficiency
Profitable Growth
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Are These Challenges You Face in Your Lab?
• Aligning all departments across the lab
• Struggling to gain real-time visibility into performance metrics
• Communication and data silos
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“Good employee engagement both improves productivity and contributes to improved patient engagement.”
– FierceHealthcare via Gallup, April 2015
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Healthcare Lacks Relationship Management
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"Staff engagement is a function of good management and teamwork …These are, in turn, related to a number of aspects of clinical quality, patient experience and productivity and costs.”
– FierceHealthcare via Gallup, April 2015
74% say they are able to make improvement
suggestions; only 26% say senior managers act on it. -The Point of Care Foundation, Staff Care 2014
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Patients Span Multiple Silos
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Lab Specific Trends Reflected Across Healthcare
Longer Replacement Cycles
Expanding IT Capabilities
Standardizing Lab Testing
Use of Business Intelligence Software
Acquiring New Diagnostic Technologies
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Automation and Informatics: Perfect Storm
Challenges
Aggressive Timeline
Limitations of LIS Systems
Communication with Stakeholders
Complexity of Solutions
Capital Constraints
Epic Centered Thinking
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Automation and Informatics: Solutions
Solutions
Partnership with IT
Insource Outreach
Billing
Enhance Automation
Leverage All Data
Expand Customer Service
Capabilities
Expand IT Infrastructure
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Getting Stuck at Information
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Today: 100% Accountability
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Strategies to Drive 100% Client Satisfaction
• Create a Hub of Critical Intelligence
• Eliminate Communication and Data Silos
• Achieve Ongoing Visibility Into Key Performance Metrics
• Align Every Department to Optimize Value
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Create a Hub of Critical Intelligence
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The Problem
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Critical Intelligence to Drive Results
Results Over Time: Track the results—make proactive changes
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Eliminate Communication and Data Silos
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Eliminate the Silos
-The Point of Care Foundation, Staff Care 2014
Only 35% say communication between senior managers and staff is effective.
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Eliminate Silos
Accountability Action
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Achieve Ongoing Visibility Into Key Performance Metrics
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Using Data Today: Looking in the Rearview
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Be Proactive With Your Data
Set Benchmarks Real-time Results
Issue Tracking & Resolution
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Align Every Department
to Optimize Value
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Optimize Value Tracking Analysis
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Real World Example
“We went in with a client at risk and came out with a client reference.”
Within 10 Days: Client Complaints
Logged by Customer Service
Complaint Assigned to Lab Supervisor -
Medical Director Engaged and Added Insight
Sales Set Up a Meeting
Sales Came in with Solutions Instead of
Problems
Client Became a Reference
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“Being able to provide our clients with all this information is beneficial to our business. I have been told by one of our clients that the reports we show them about their clinic make them feel confident that North Memorial cares about their business.”
-Alyssa Bates, Account Representative North Memorial Reference Lab
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What’s Next?
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Tools For Growth
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Enable Your Lab to Become a Valuable Source of Education to Your Clients
Which test most ordered and by whom: Focus in on specialties:
Know when an account may be at risk:
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Physician Profiles: Know Your Clients
Key areas to client satisfaction and your organization’s success: • Adoption • Over-utilization • Under-utilization • Frequency
Actionable workflow Positive change
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Lab Utilization: Test Triggers
Best practice: Have triggers based on your customers’ behavior.
Know what your physicians are ordering. Engage and practice proactive measures.
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Strategies to Drive 100% Client Satisfaction
•Facilitate strategic decision making across departments with secure collaboration
•Target interventions with real-time analytics on the most common tests utilized by physicians
•Intervene with cases that ensure accountability and transparency
•Measure effectiveness with utilization triggers
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Q&A Bobbi Kochevar
Director of Care Management, Diagnostic and Therapy Services