joseph a. de feo the business case for patient centered services

Joseph A. De Feo

The Business Case for Patient Centered Services

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Session Objectives

PatientPatient

CenteredCentered

CareCare

PatientPatient

CenteredCentered

CareCare

Improve SpeedImprove Speed

Achieve BreakthroughAchieve Breakthrough

Loyal CustomersLoyal Customers

Increase RevenueIncrease Revenue

Sustain PerformanceSustain Performance

Reduce CostsReduce Costs

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Where Is Your System Today?

Current performance

Improved performance

Performance

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Where Is Your System Today? (continued)

Time

Performance

Today’s process

Improved process

Maintain performance

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Why Patient Centered Services?

100% customer satisfaction?

Consistent outcomes & service?

Is KP first choice option?

Right cost to providers?

Satisfaction with experience?

Improvement

Yes

Yes

Yes

Yes

No

No

No

No

No

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The Customer?

Want it yesterda

y

Changes mind

quickly

Want it where

they are

Slow thanking

Disloyal

Impatient

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InputsInputs

Customer Centric Basic Premise: CTQ

Outputs(CTQ)

Outputs(CTQ)

Do you know what is important to your customers?

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Customer Centric Basic Premise: CTQ (continued)

20 - 30 Some-things

Who are the customers?

Patient

Siblings

Physician GroupsThe

Providers

Business

Folks

Older Patients

Single

Parents

The Patient

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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

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The Hidden Organization

Check Check

Analyze Analyze

Rework Rework

Denials

Re-admits

Provider

Complaints

Step 1 Step 2

Variation

Non-Value Added (NVA) Steps

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Understand Your Processes

Input Variables

(Xs)

Input Variables

(Xs)

Outputs (Ys)

Outputs (Ys)

Process Variables (Xs)Process Variables (Xs)

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Common Approach: Breakthrough

Define Improve

ControlAnalyze

Measure

Detail level business process

Detail level business process

CTQCTQ

Problem

Solved

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Common Approach: Design New Services

Define Design VerifyAnalyze

Measure

High level business process

High level business process

CTQCTQ

New

Services

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Measureactual

performance

Establishedcontrol

standards

Troubleshoot

OK

Not OK

Compare tostandards

Identifyproblem

Diagnosecause

Remedycause

Common Approach: Control and Assurance

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Time

Performance

Problem

Goal

AchievementPerformance

Time frame

Metrics That Matter