Redesigning the Patient Care Experience
Jacqi Levy 270003E0DF JALEVY@US.IBM.COM | | Tags:  bpm business_process_manageme... patient_care process_innovation healthcare care_process_management hospital_administration
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The Ottawa Hospital had a noble goal. As one of the largest academic teaching hospitals in Canada, their mission was to be a leading institution for research and education.
But in their day to day operations, they were facing a growing number of obstacles. Clinicians found that they were increasingly engaged in low value tasks, such as searching for information, which was taking away from time spent with patients. At the same time, the complexity of cases was increasing, and hospital administrators feared that this, combined with the fact that the four Ottawa Hospital campuses were constantly overcapacity, was impacting the overall patient experience. And then, it hit them. Something critical was missing from their mission statement: the patient.
So, the hospital set an aggressive goal: to rank among the top 10% of academic health science centers in patient care and quality in North America. And with the help of process innovation from IBM, they radically transformed the patient care process.
Watch the video below to hear their story:
I think this case study is a great example of the importance of putting the customer – in this case the patient – at the center of your operations. Today’s customer is expecting an institution like a hospital to be just as easy to do business with as their favorite online retailer. And putting the customer at the center does not mean compromising on efficiency. As you can see from the Ottawa Hospital case, they were able to optimize both facility management, increasing capacity and flexibility, and case outcomes, improving the overall quality of patient experience and care.
To learn more about how business process management can transform healthcare, check out this deeper dive case study on how the Ottawa Hospital redesigned the patient care experience.