It’s Not About The Box Improving Care at Group Health with People, Process and Technology

August 12, 2008

Getting back into the Delivery System

Filed under: Epic,Lean — Tags: , — Matt Handley @ 2:31 pm

In the past two years we learned an important lesson about how to build tools to improve the care we provide patients – do it best when we do it with front line clinical teams. As part of our learning about Lean we went to where the knowledge about care resides – with clinical teams and the patients that they serve (patient participated in many of the events). We learned as we went, and the clinical teams stepped up not just to help us address their favorite issues, but also to address big issues for the entire delivery system.

In 2008 we had to make some tough choices. As we invested in “Practice Management” (Epic products that do appointments, registration and billing – replacing our LastWord application) we did not have sufficient resources to continue to work in clinics to improve Epic. We have had just enough resource to maintain Epic (it does require care and feeding) and do a few small improvements.

But – GOOD NEWS – given the timeline for Practice Management (that isn’t good news – now stretching out into 2009), we recognized that we could not continue to delay our investments in improving Epic, and working in the clinics. So we have invested in one more cross functional team (a team that will go out into clinics to do work with clinical teams) that will start as soon as we have them hired and trained. It will be great to be back in clinics with our clinicians and patients.

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