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The Business Case for Patient Centered Services

The Business Case for Patient Centered Services. Joseph A. De Feo. Session Objectives. Patient Centered Care. Improve Speed. Reduce Costs. Sustain Performance. Loyal Customers. Achieve Breakthrough. Increase Revenue. Where Is Your System Today?. Performance. Improved performance.

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The Business Case for Patient Centered Services

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  1. The Business Case for Patient Centered Services Joseph A. De Feo

  2. Session Objectives Patient Centered Care Improve Speed Reduce Costs Sustain Performance Loyal Customers Achieve Breakthrough Increase Revenue (slide name here) 2 .PPT

  3. Where Is Your System Today? Performance Improved performance Current performance (slide name here) 3 .PPT

  4. Where Is Your System Today? (continued) Performance Time Improved process Maintain performance Today’s process (slide name here) 4 .PPT

  5. Why Patient Centered Services? 100% customer satisfaction? No Yes Consistent outcomes & service? No Yes Improvement Is KP first choice option? No Yes Right cost to providers? No Yes Satisfaction with experience? No (slide name here) 5 .PPT

  6. The Customer? Want it yesterday Changes mind quickly Want it where they are Slow thanking Disloyal Impatient (slide name here) 6 .PPT

  7. Customer Centric Basic Premise: CTQ Outputs(CTQ) Inputs (X) Y f = Do you know what is important to your customers? (slide name here) 7 .PPT

  8. Customer Centric Basic Premise: CTQ (continued) Business Folks Single Parents Older Patients The Providers Patient Siblings 20 - 30 Some-things The Patient Physician Groups Who are the customers? (slide name here) 8 .PPT

  9. Patient Centered Services • Drive-thru clinics • Easy access • Choices of what, when • Same doctor, same nurse • Personalized record of illness and treatment • Family access 24/7 • Home support • View bill online (slide name here) 9 .PPT

  10. The Hidden Organization Variation Denials Re-admits Non-Value Added (NVA) Steps Provider Complaints Step 1 Step 2 Check Check Analyze Analyze Rework Rework (slide name here) 10 .PPT

  11. Understand Your Processes Input Variables (Xs) Outputs (Ys) Process Variables (Xs) (slide name here) 11 .PPT

  12. Common Approach: Breakthrough Analyze Improve Control Measure Define Problem Solved Detail level business process CTQ (slide name here) 12 .PPT

  13. Common Approach: Design New Services Analyze Design Verify Measure Define New Services High level business process CTQ (slide name here) 13 .PPT

  14. Compare tostandards Common Approach: Control and Assurance Establishedcontrolstandards Measureactualperformance OK Not OK Troubleshoot Identifyproblem Diagnosecause Remedycause (slide name here) 14 .PPT

  15. Metrics That Matter Performance Time frame Goal Achievement Performance Problem Time (slide name here) 15 .PPT

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