best practices presentation: going from good to great

Perception is Everything: Reinventing Our HTM Department

Genevieve Redman & Chif Umejei

Biomedical Engineering DepartmentNewYork-Presbyterian Hospital

NYP at a GlanceUniversity Hospital of Columbia and CornellRated #1 in New York State & #6 in the USONE Hospital– Six Major Campuses– 70+ Remote Locations

6,000 Physicians; 19,600+ Employees2,600 Licensed Beds70,000 clinical devices managed by the Biomed/HTM team

The NYP Biomed Team

•Technology Architecture • Interoperability•New Technology Research•Application Support for Biomedical Software systems

•Facility Project Management

•New Technology Research•New Technology Integration•Purchasing Contract Negotiations

•Regulatory Compliance•Dialysis•Work Order and Inventory Database QA

• Corrective Maintenance• Preventative Maintenance • Service Management•Vendor Management • Operation Budget Control• 71,000 Work order services Annually

Operations

(General and

Imaging)

Performance Excellence

Medical Technology

Systems

Medical Technology Integration

PerceptionThe act or faculty of perceiving, or apprehending by means of the senses or of the mind; cognition; understanding.

Biomed at NYPCirca 2012

Hoarders ReclusiveThe proverbial black holeStrictly a break and fix shopTactical and not strategicAliens

Our view of everyone else

The PressureFinance Facilities I.T Nursing

Service line/Operati

ons

Customer

Staff

The achievements of an organization are the results of the combined effort

of each individual.

-Vince Lombardi

The Journey

Image becomes a Strategic Objective

• Internal : Creating a Cohesive Organization

• External: Unleashing the Cohesive Organization

Creating a Cohesive OrganizationCulture Change/Developing a Brand

Creating shared visionHolding individual teams accountable to shared goalsFostering and rewarding team interactionsEnsuring that the independent Biomed teams were exposed to each otherEmphasis on generic customer service metrics

Internal Campaign

Do the right thing, do the best you can, and always show people you care.

-Lou Holtz

External: Unleashing the Cohesive Organization

Marketing the DepartmentCatalog Service PortfolioRun a bottoms up engagement campaign to rebuild broken relationshipsBecome more transparentFocus on solutions not excusesUtilizing Social Media Target new strategic relationships

Selling a Value Proposition Tailoring each conversation to the strategic and tactical needs of the areaPatient Satisfaction scoresOp-ex and Cap-ex opportunitiesCreating new value Take Risks

Our Successful Image campaign, made the Nursing leadership our champions on social media

Sustaining Change

Communicate

Communicate

Communicate

Sample Projects Extensive Healthcare Operations optimization projects with RTLS(Bluetooth, beacons etc)Lead I.T integration projects for the enterprise.Integrate disparate Biomed systems into unified architectures

Current Gains

2011 2012 2013 201436,000,000

37,000,000

38,000,000

39,000,000

40,000,000

41,000,000

42,000,000

43,000,000

42.3 M

38.6 M

Biomed Budget

2011 2012 2013 2014500

550

600

650

700

750

$715

$597

Cost per Device (Actual)

Gains

A core part of hospital operations management.Leading I.T Integration projects – RTLS(Beacons, Bluetooth etc)Successfully lead business case to justify selling diagnostic imaging services to other institutionsStrategic contributor in merger and acquisitionsImproved Employee engagement and productivity

Perfection is not attainable, but if we chase perfection we can catch excellence.

-Vince Lombardi

Questions

Contact Details

Genevieve D RedmanBiomedical Engineering

NewYork-Presbyterian Hospital gdr9002@nyp.org

Chif Umejei Biomedical Engineering

NewYork-Presbyterian Hospital chu9006@nyp.org