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Contents

Process Improvement ................................3

Management & Administration ................15

Electronic Health Records ..........................26

Leadership..................................................28

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New!

MappingClinical ValueStreamsThomas L. JacksonJ. Michael Rona ConsultingGroup, LLC, Washington, USA

Series: Lean Tools forHealthcare

Hospitals are designed around specialized functions ordepartments, each with their own management,employees, and budget. The problems and wasteoccur when these departments interact or handoffpatients between departments. Value stream map-ping has been a popular tool to help hospital leaderssee the entire picture across departmental boundaries.As part of the Lean Tools in Healthcare series, this user-friendly book is designed to improve the understand-ing of the Value Stream Map. The text defines keyterms and includes many healthcare examples andhow-to steps.

Features:

• Defines important terms and concepts

• Describes the value stream and patient-centeredcare

• Explains how to map the process

• Illustrates flow and pull processes

• Outlines how to perfect the process

Selected Contents:

Getting Started

The Production Processes and Operations ofHealthcare

Value Streams and the Mapping Process

Map the Current State

Map the Future State: Phase I—Flow

Map the Future State: Phase II—Pull

Implement the Future State

Reflections and Conclusions

Appendix:

Further Reading about Value Stream Mapping andLean Healthcare

Useful Websites

Catalog no. K15189, May 2013, c. 119 pp.Soft Cover, ISBN: 978-1-4665-5184-8$29.95 / £19.99Also available as an eBook

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New!

LeanLeadership forHealthcareApproaches to LeanTransformationRonald G. BercawPresident, BreakthroughHorizons, LTD, Chardon,Ohio, USA

Explaining how to apply Lean improvement to clinicaland non-clinical processes, this book is written by aLean sensei. It delivers valuable lessons learned by theauthor over the years of initiating improvements inthe healthcare industry.

The text covers the fundamentals of Lean and explainshow to implement a strategy of continuous improve-ment to create operational excellence. It lays out aroadmap for starting your Lean improvement, dis-cusses the leadership behaviors required for success,and describes how to mitigate the risk of failure whenundergoing large-scale change.

Features:

• Includes case studies with real examples

• Provides insights from healthcare team membersand leaders

• Explains how to link Lean improvement to corporate strategy through healthcare examples

• Illustrates the application of a management system to sustain the improvements

• Warns of what can go wrong and how to prevent these breakdowns

Selected Contents:

Lean at a Glance

Creating and Deploying a Lean Strategy

Leading Change—The Transformation Roadmap—Phase 1:“Get Ready”

The Transformation Roadmap—Phase 2—TheAcceleration Phase (Improve, Sustain, and Spread)

The Transformation Road Map—Phase 3—MakeOrganizational Improvement the “New” Culture

Leadership Behaviors and Actions for Success

Mitigating Transformation Risk and AvoidingCommon Mistakes

Closing Thoughts

Glossary of Lean Terms

Catalog no. K15042, April 2013, 256 pp., Soft CoverISBN: 978-1-4665-1554-3, $49.95 / £31.99Also available as an eBook

Healthcare Process ImprovementProcess Improvement



New!

EssentialManagementSkills forPharmacy andBusinessManagersTitus De Silva, PhDThis book will help pharmacists and non-pharmacistmanagers successfully manage the challenges of thepharmacy environment. It explains how to accom-plish the opportunities of patient-focused healthcareand enhanced management roles in hospital-basedpharmacies and retail operations. The author usescase studies to illustrate the skills required to resolveday-to-day issues encountered in all sectors of thepharmacy environment.

Describing how to create a harmonious environmentwhere teamwork flourishes and interpersonal relationsand communications are enhanced, the bookexplains how to:

• Conduct activities in the pharmacy to provide quality care and promote continuousimprovement

• Develop and implement an effective qualitymanagement system that complies with external standards

• Resolve issues through problem solving, conflictmanagement, and stress management

• Manage other people through proper leadership, effective delegation, empowerment,motivation, and efficient performance appraisal

Selected Contents:

Managing an Organization. Managing: Professionals,Theories, and Pharmacies. Managing a Change.Managing Risk. Staff Development. Problem Solving.Conflict Resolution. Managing Stress at Work. TeamBuilding. Effective Communication. Managing OtherPeople. Leadership. Effective Delegation.Empowerment. Motivation. Managing a CulturalDiversity at Work. Performance Review. QualityManagement of Pharmacy Practice. QualityManagement Systems. Quality Management Systemfor Pharmacy Practice. Audits and Reviews.Dispensing and Near Misses. Patient Complaints.Appendices: Example of a Policy Document.Flowchart for Dispensing Procedure.

Catalog no. K18943, May 2013, 384 pp.ISBN: 978-1-4665-8258-3, $59.95 / £38.99Also available as an eBook

4 Phone 1.888.319.5852 Fax 1.800.394.6286 Online ProductivityPress.com

New!

Impact ofHealthcareInformaticson Quality ofPatient Careand HealthServicesDivya SrinivasanGeorge Mason University, Arlington, Virginia, USA

This book examines the various types of organiza-tions—including nonprofit hospitals, for-profit hospi-tals, community health centers, and government hos-pitals—to provide a comparative perspective of howdifferent organizations adapt and use the technology.The first part of the book covers the basics of HealthInformation Technology (HIT). The second part focus-es on the broader community: the patient, the physi-cian, government, and how HIT will impact each. Thebook includes a discussion about mobile health andhow a rapidly growing mobile health generation ischanging the face of healthcare as we know it.

Features:

• Includes case studies and cost-benefit analysisdata

• Discusses ethics in health informatics• Explains how to expand access through

Medicaid/Medicare Electronic Health Recordincentive programs

• Considers the practicality of adopting HIT usingfinancial resources especially for start-ups, largerhospitals, and mid-level practices

• Details the pros and cons of the various types ofsystems

Selected Contents:

HIPAA: Intent versus Actuality of the Law in Upholdingthe Privacy of Health Records. Organizational CultureDifferences in Incorporation of Health InformationTechnology across Healthcare Providers. An Overviewof How Health Information Technology Will Make aMark on Hospital Financing. Funding ElectronicMedical Records: Reality or Illusion? A Cost-BenefitAnalysis. Impact of Organizational BehaviorCharacteristics on Usage of a Healthcare Provider’s HITServices. Quality of Care and the Patient. Physiciansand Perceptions on HIT Medical Malpractice Lawsuits:Can Physicians Reduce Their Chances by Using HIT?Community Impacts from the Detection ofBioterrorism Using EMRs. Health Informatics and theNew Direction of Healthcare: Mobile Health, PHRs,Mobile Health Apps, and More.

Catalog no. K14545, February 2013, 162 pp., SoftCover, ISBN: 978-1-4665-0487-5, $59.95 / £38.99Also available as an eBook

Process Improvement



Developing aPoly-ChronicCare NetworkAn Engineered,Community-WideApproach toDiseaseManagementPierce Story, MPHMDirector of ConceptDevelopment Capacity Strategies, Inc.

Developing a Poly-Chronic Care Network: AnEngineered, Community-Wide Approach toDisease Management reconstructs and augmentstraditional chronic care delivery models. The pro-posed solution—the Poly-Chronic Care Network©

(PCCN)—is a specific iteration of the Care CircleNetwork© (CCN) concept that creates a sustainablecommunity-engaging response to the complexity,cost, and outcomes of chronic diseases. By dynami-cally engineering all the elements of a community’s"Capacity to Care" directly into short- and long-termpatient care processes, the PCCN expands care capac-ity and physician “reach,” and improves quality andoutcomes, without increasing the total cost of care.

The book describes the fundamental concepts, princi-ples, and requirements for the PCCN and explainshow this care model could augment and enhanceother new business models, such as Accountable CareOrganizations (ACOs) and Patient-Centered MedicalHomes (PCMHs). In addition to a detailed descriptionof implementation steps and organizational struc-tures, the text provides useful insights into technolo-gies that can aid and enhance implementation,including home/virtual monitoring, social network-ing, and dynamic simulation. It offers step-by-stepguidelines for combining readily-available communalresources with simple technologies in the design ofinnovative care models for their communities.

Selected Contents:

The PCCN Concept: An Overview. A Brief History ofPrevious and Current Healthcare Reforms.

The Five Pillars of Healthcare for the PCCN. Assessingthe Community and the Patient Population.

Care Strategies and Task Analysis. Building theCommunal Resource Pool. Build It and They MayNot Come. PCCN Resources and GovernanceStructures. PCCN Technologies. FinancialConsiderations of a PCCN. PCCNs, Palliative Care,and End-of-Life Planning. Final Thoughts. Each chap-ter includes a Summary and Endnotes.

Catalog no. K15332, October 2012, 296 pp.ISBN: 978-1-4665-5474-0, $69.95 / £44.99Also available as an eBook


Coming Soon!

AchievingPatient (akaCustomer)ExperienceExcellenceLessons From aSuccessful CulturalTransformation ina HospitalRhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, and Gregory D. EricksonWritten by acknowledged leaders in the patient expe-rience movement, this book relates the journey ofCommunity General Hospital, allowing readers tolearn from its success. Each chapter starts with a casestudy that describes the experiences of the authors—the director of customer experience design and thedirector of imaging services—and then summarizeswith clear practical advice for managers. The man-agement learning section of each chapter containshints and tips for healthcare managers who are start-ing their journey into achieving excellence in thepatient experience.

Features:

• Provides practical advice on what to do whengoing about improving patient satisfaction

• Outlines the principles and development phasesof a great customer experience

• Presents a story written in an engaging mannerwhile the “managers learnings” sections areclear and easy to understand

• Describes the successful journey of a leadinghealthcare organization from a struggling hospital to one nationally recognized for its performance

Selected Contents:

Begin to Spark. Personalize to Motivate. Serve to Lead.Connect to Engage. Fail, then Account. Succeed, thenRecognize. Inject Fun to Release Pressure. Measure toCoach. Action Program Spirit to Achieve Excellence.Get Help to Be Independent. Epilogue: One YearLater—Making It Stick Even When It Gets Sticky.

Catalog no. K18971, June 2013, c. 120 pp.ISBN: 978-1-4665-8308-5, $39.95 / £25.99Also available as an eBook

Process Improvement



Getting toStandardWork inHealth CareUsing TWI toCreate aFoundation forQuality CarePatrick GrauppTWI Institute, Liverpool, NewYork, USA

Martha Purrier, RNVirginia Mason Medical Center, Seattle, Washington, USA

“Martha and Patrick combined their years of experi-ence in patient care and training to look at how theTraining Within Industry’s Job Instruction programsupports three critical needs at Virginia MasonMedical Center: engineering safety into patient care,more effective training for new caregivers, and continually updating best practices for veteranemployees to turn best practices into actual practices. ... This breakthrough book is a must readfor all healthcare providers.”

—Robert J. Wrona, Executive Director, TWI Institute; and Author of The TWI Workbook: Essential Skills

for Supervisors and Implementing TWI: Creating andManaging a Skills-Based Culture

Addressing the challenges involved with achievingstandard work in health care, this book describes theTraining Within Industry (TWI) Job Instructionmethod. This tool has been used by Toyota and otherJapanese companies in creating a strong foundationfor standardization in their production practice. Thetext places this methodology squarely within thehealth care paradigm. Using examples, case studies,and terminology that all health care practitioners canunderstand, the authors show how this method canmake all the difference in the delivery of quality healthcare while serving as a foundation for successful Leanpractice in health care.

Selected Contents:

Case for Standard Work in Health Care. WhenClinical Best Practice Is Not Actual Practice. Art ofMedicine: It’s the People. Hand Hygiene TrainingCase Study. Need for Good Instruction Skill. JobInstruction Training. Four Steps of Job Instruction.Breaking Down a Job for Training. Finding the KeyPoints: The "Key" to Good Instruction. How toOrganize and Plan Training. Implementing the JIProgram. Starting Out Strong with a Pilot Project.Integrating JI into the Culture to Sustain Results.

Catalog no. K13668, August 2012, 223 pp.Soft Cover, ISBN: 978-1-4398-7850-7$59.95 / £38.99Also available as an eBook


KaizenWorkshopsfor LeanHealthcareEdited by

Thomas L. JacksonJ. Michael Rona ConsultingGroup, LLC, Washington, USA


Part of the Lean Tools for Healthcare series, this user-friendly book will help to improve your understandingof kaizen. It describes exactly what a kaizen event isand details all the phases necessary for implementingcontinuous improvement practices in your healthcareorganization. Kaizen Workshops for Lean Healthcarewalks you through the steps of conducting an effec-tive kaizen workshop—one that is well planned, wellimplemented, and well monitored. Presenting theinformation in an easy-to-assimilate format, the bookincludes numerous illustrations, margin assists, health-care examples, and how-to steps.

Throughout the book, you will be asked to reflect onquestions that will help you apply the concepts andtechniques in your own workplace. Defining the keyconcepts and elements of the "production" of health-care services, the text delineates the differencesbetween healthcare processes and the individualcycles of work that those processes link together.

Features:

• Describes what a kaizen event is and explainswhat is needed to fully understand it

• Details all the phases of planning kaizen

• Includes key terms, examples, and how-to steps

Selected Contents:

Production Processes and Operations of Healthcare.What Is Kaizen? What Is a Kaizen Workshop andWhat Are the Key Roles for Success? Phase One: Planand Prepare. Phase Two: Run the Kaizen Workshop.Phase Three: Report and Follow-Up. Reflections andConclusions. Appendix: Further Reading. UsefulWebsites. Each chapter includes a Summary andReflections.

Catalog no. K11931, August 2012, 120 pp.Soft Cover, ISBN: 978-1-4398-4152-5$28.95 / £18.99

Process Improvement



ProcessImprovementwith ElectronicHealth RecordsA StepwiseApproach toWorkflow andProcessManagementMargret AmatayakulMargret\A Consulting, LLC, Schaumburg, Illinois, USA

Although physicians and hospitals are receiving incen-tives to use electronic health records (EHRs), there is lit-tle emphasis on workflow and process improvement byproviders or vendors. As a result, many healthcareorganizations end up with incomplete product specifi-cations and poor adoption rates. This book walks youthrough a ten-step approach for applying workflow andprocess management principles regardless of whatstage your organization is in its EHR journey. Introducingworkflow and process mapping as essential elements inhealthcare improvement, it includes detailed guidance,helpful tools, and case studies in each chapter.

Features:

• Introduces workflow and process mapping as animportant element for healthcare improvement

• Addresses the need for workflow and processmapping to understand unique requirements forHIT and EHR acquisition

Selected Contents:

Introduction to Workflow and Process Managementin Health Care

Step 1: Assess Readiness for Workflow and ProcessManagement

Step 2: Compile Process Inventory

Step 3: Select Tools and Train Team

Step 4: Map Current Workflows and Processes

Step 5: Obtain Baseline Data

Step 6: Validate Workflow and Process Maps

Step 7: Identify Process Redesign Opportunities

Step 8: Conduct Root Cause Analysis to RedesignWorkflows and Processes

Step 9: Implement Redesigned Workflows andProcesses

Step 10: Monitor Goal Achievement withRedesigned Workflows

Catalog no. K13328, May 2012, 279 pp.Soft Cover, ISBN: 978-1-4398-7233-8$69.95 / £44.99


HealthcareKaizenEngaging Front-Line Staff inSustainableContinuousImprovementsMark GrabanChief Improvement Officer,KaiNexus, San Antonio,Texas, USA

Joseph E. SwartzDirector of Business Transformation, Franciscan St. FrancisHealth

“Front-line staff must know, understand, embraceand drive Kaizen and its tools to achieve incremen-tal and continuous improvements. This book willhelp healthcare organizations around the worldbegin and advance their journey.”

—Gary Kaplan, MD, Chairman and CEO, Virginia MasonMedical Center

This book focuses on daily continuous improvement, orkaizen, for healthcare professionals and organizations. Itshares some mechanics for facilitating kaizen, but moreimportantly covers the management mindsets andphilosophies required to make kaizen work effectively ina department or as a organization-wide program. All ofthe examples in the book are real healthcare examplesthat were shared by Franciscan Alliance Health Systemand other leading organizations.

Features:

• Provides examples of documented kaizenimprovement from multiple healthcare settings

• Discusses the three levels of kaizen—daily kaizen,kaizen events, and system kaizen

• Focuses on daily kaizen methods for staffengagement in the healthcare setting

• Includes a Foreword by Masaaki Imai and anIntroduction by Norman Bodek

• Offers templates that are available for downloadat www.HCkaizen.com

Selected Contents:

What is Kaizen? Kaizen and ContinuousImprovement. The Roots and Evolution of Kaizen.Types of Kaizen. Moving Toward a Kaizen Culture.Kaizen Methodologies. Quick and Easy Kaizen. VisualIdea Boards. Sharing Kaizen. The Art of Kaizen. KaizenLessons Learned. The Role of Leaders in Kaizen.Organization-Wide Kaizen Programs. Lean Methodsfor Kaizen. Kaizen At Home. Each chapter includes aConclusion, Discussion Questions, and Endnotes.

Catalog no. K13378, June 2012, 408 pp.Soft Cover, ISBN: 978-1-4398-7296-3$59.95 / £38.99

Process Improvement



2013 Shingo PrizeWinner!

Lean-LedHospitalDesignCreating theEfficient Hospitalof the FutureNaida GrundenNaida Grunden, L.L.C. -Medical Communications, Bellingham, Washington, USA

Charles HagoodPresident & Founder, Healthcare Performance Partners,Inc. (HPP), Gallatin, Tennessee, USA

“Before spending another dime healthcare execu-tives should read this book and learn how it’s possi-ble to take as much as 40 percent of the buildingcost out before a shovel ever goes in the ground.”

—John Toussaint, MD, CEO, ThedaCare Center forHealthcare Value

Lean-Led Hospital Design explains how hospitalscan be built to increase patient safety and reduce waittimes while eliminating waste, lowering costs, andeasing some of healthcare’s most persistent problems.It supplies a simplified timeline of architectural plan-ning—from start to finish—to guide readers throughthe various stages of the Lean design developmentphilosophy, including Lean architectural design andLean work design.

• Provides a simplified timeline of architecturalplanning from start to finish

• Includes examples from several healthcare facility design and construction projects

• Introduces non-Lean practitioners to the benefitsof Lean thinking

• Illustrates how Lean architectural design supports Lean work design

Selected Contents:

Introduction to Lean-led Hospital Design. The TypicalTimeline. Are We Too Late? Are We Too Early?Standardization Creates Flexibility. Learning from thePast to Create Bed Towers of the Future. St. PatrickMedical Center Emergency Room Transformation.Integrated Project Delivery and Lean - Can theyWork Together? Lean Goes Viral: An ArchitectureFirm Takes a Second Look.

Catalog no. K13105, March 2012, 338 pp.ISBN: 978-1-4398-6828-7, $69.95 / £44.99


Utilizing the3Ms of ProcessImprovementin HealthcareA Roadmap toHigh ReliabilityUsing Lean, SixSigma, andChange LeadershipRichard Morrow, MBADirector, Healthcare Performance Partners, Elgin, Illinois, USA

“With Rick Morrow’s help, we were able to reducehospital-acquired infections by over 50 percentusing the tenets described in this book. ... Rick pro-vides a simple and elegant description of improve-ment methods and how to apply them. Those seriousabout performance could benefit from this book.”

—David Munch, MD, Senior VP, Chief Consulting andClinical Officer, Healthcare Performance Partners, Inc., A

MedAssets Company

Leading change in the right direction and sustainingthat change is extremely difficult without managing therelevant measures, especially in today's healthcare envi-ronment. This book details how to use the 3Ms(Measure, Manage to Measure, Make-it-Easy) of changeleadership in healthcare. It includes healthcare case stud-ies, forms, and templates to facilitate application.

Features:

• Includes forms and templates to facilitate application of the 3Ms

• Provides a leadership and management guide toachieving objectives

• Describes a culture change method based onchanging behavior

Selected Contents:

Overview of Process Improvement and the 3Ms.Change Leadership. Resistance to Change and ProcessImprovement. Process Improvement Methodologies.Roadmap for Process Improvement. Chartering theProcess Improvement Work. Stakeholder Analysis.Finding the Root Causes, Improving, and Controlling.Utilizing the 3Ms: Measure, Manage to the Measure,and Make It Easier. What to Measure. Measure Risk toAchieve High Reliability.

Measurement as a System. How to Share andCommunicate Measurements. 3Ms: Manage to theMeasure.

3Ms: Make It Easier. High Reliability.

Catalog no. K14226, May 2012, 320 pp.Soft Cover, ISBN: 978-1-4398-9535-1$59.95 / £38.99Also available as an eBook

Process Improvement




TakingImprovementFrom theAssembly Lineto HealthcareThe Application ofLean within theHealthcare IndustryRonald BercawPresident, Breakthrough Horizons, LTD, Chardon, Ohio, USA

“Ron Bercaw has made an important contributionto the Lean healthcare movement by starting withthe ABCs of Lean and showing through detailedhealthcare case studies how they can be used togreatly improve healthcare. ... Anyone in healthcaredoubting that Lean can apply to them should beconvinced of the power of Lean by this book.”—Professor Jeffrey K. Liker, Shingo Prize-Winning Author of

The Toyota Way

This book provides authoritative guidance on apply-ing Lean improvement to clinical and non-clinicalprocesses in order to deliver world-class improve-ments in results and culture. The author presents valu-able lessons learned in providing improvements to thehealthcare industry. The text examines the most com-mon improvement tools and approaches, focusing onthe application of the Toyota Production System forthe delivery of quality patient care.

Features:

• Includes case studies from the U.S. and Canadathat illustrate the practical application of theimprovement tools

• Presents client interviews that support theapproach, results, and change to organizationalculture

• Discusses improvement outside the four walls ofthe hospital and clinic, enhancing the transitionof the patient from the hospital to the home

• Provides quality, safety, and financial reasonswhy immediate improvement is imperative

• Offers a step-by-step approach to start improving your organization

Selected Contents:

Critical Condition: Why Change Is Needed Now.Fundamentals of Improvement. Tools forImprovement. Case Studies. Getting Started.Leadership Lessons Learned. Glossary of Lean Terms.

Catalog no. K12891, November 2011, 180 pp.Soft Cover, ISBN: 978-1-4398-6239-1$52.95 / £33.99


50 Policiesand Plans forOutpatientServicesCarole GuinaneNovant Health Inc.,Charlotte, North Carolina,USA

Joseph VenturelliJPS Health Network, FortWorth, Texas, USA

50 Policies and Plans for Outpatient Services detailscommonly used policies and plans in free-standingambulatory care centers. Included are plans and poli-cies concentrating on emergency management, med-ication safety, informed consent, and medical staffcredentialing to name a few.

As an introduction to the model documents present-ed, the book begins with a how-to chapter to guidereaders through the process of formatting the docu-ments and making them their own. The policies andplans discussed serve as templates and can apply tolicensing and regulatory agencies such as Medicare,the Joint Commission, and AAAHC. The documentsincluded in this book are excellent templates to use asa starting point for producing policies and plans thathelp create the flow and process in an organization.

• Focuses on the rapidly growing field of outpatient healthcare services

• Details plans that meet Medicare, the JointCommission, and AAAHC standards and regulations

• Includes an easy-to-navigate CD with more than100 ancillary policies and job descriptions

Knowing their specific local, state, and other govern-ing agency requirements, readers can customize thedocuments to reflect the unique structure and quali-ties of their organization through the use of theenclosed CD. The resulting policies, procedures, andplans are the back-up documents that provide ration-ale, vision, and theory, and can be valuable tools formaking effective clinical and administrative decisions.In addition to the documents provided on the CD-ROM, the book also includes a list of helpful resources.

Catalog no. K13115, December 2011, 216 pp.Soft Cover, ISBN: 978-1-4398-6842-3$104.95 / £66.99

Process Improvement



StandardWork for LeanHealthcareThomas L. JacksonJ. Michael Rona ConsultingGroup, LLC, Washington, USA


Proven to increase efficiencies in the manufacturingsector, Standard Work has become a key element inreducing process waste, ensuring patient safety, andimproving healthcare services. Part of the Lean Toolsfor Healthcare Series, this reader-friendly book explainshow to apply this powerful Lean tool to increasepatient safety and reduce the cost of providing health-care services. It illustrates how standardization canhelp you establish best practices for performing dailywork and why it should be the cornerstone for all ofyour continuous improvement efforts.

• Describes work in terms of cycle time, work inprocess, takt time, and layout

• Explains how standard work can help establishbest practices for performing work and why itshould be the cornerstone for all continuousimprovement efforts

• Contains features designed to improve under-standing, including margin assists, key terms,examples, and how-to steps

• Includes access to helpful websites and furtherreading on standardization, standard work, the5S System, and Lean healthcare

Selected Contents:

Getting Started. The Production Processes andOperations of Healthcare. Standards and Beyond.Standardization. Standard Work. Applications ofStandardization and Standard Work. Reflection andConclusions. Appendices: Further Reading about the5S System. Further Reading about Lean Healthcare.Useful Websites.

Catalog no. K11697, July 2011, 124 pp., Soft CoverISBN: 978-1-4398-3741-2, $29.95 / £19.99


Second Edition of aShingo Prize Winner!

Lean HospitalsImproving Quality,Patient Safety, andEmployeeEngagement,Second EditionMark GrabanChief Improvement Officer,KaiNexus, San Antonio, Texas, USA

“... the answer is in: Lean works. The question nowfor all of you is how are you going to do it? … Therewill be many questions, and I believe starting withMark Graban’s updated book Lean Hospitals is agood first step. … This book lays out the nuts andbolts of the Lean methodology and describes themore difficult challenges, which have to do withmanaging change. … I wish I could have read thisin 2004, as it might have prevented some of the mis-takes we made in our Lean transformation journey.”

—John Toussaint, MD, CEO, ThedaCare Center forHealthcare Value

Building on the success of the Shingo Prize-winningfirst edition, Lean Hospitals, Second Edition explainshow to use the Lean management system to improvesafety, quality, access, and morale while reducingcosts. Lean healthcare expert Mark Graban examinesthe challenges facing today’s health systems, includ-ing rising costs, falling reimbursement rates, employ-ee retention, and patient safety. This edition includesnew material on process audits, performance meas-ures, employee suggestion management, and strate-gy deployment.

Selected Contents:

The Case for Lean Hospitals. Overview of Lean forHospitals. Value and Waste. Observing the Processand Value Streams. Standardized Work as aFoundation of Lean. Lean Methods: VisualManagement, 5S, and Kanban. Proactive Root CauseProblem Solving. Preventing Errors and Harm.Improving Flow. Engaging and Leading Employees.Getting Started with Lean. A Vision for a LeanHospital. Glossary.

Catalog no. K13243, November 2011, 268 pp.Soft Cover, ISBN: 978-1-4398-7043-3$52.95 / £33.99

Process Improvement



SustainingLean inHealthcareDeveloping andEngaging PhysicianLeadershipMichael NelsonPediatric Hospitalist, Lean SixSigma Black Belt, andPhysician Coach for theStuder Group

“In this book, Dr. Nelson draws on his 40 years ofmedical practice and his experience as an earlyadopter of Lean for healthcare, to identify a crucialpiece to aligning healthcare organizations for suc-cess: physician engagement. ... Healthcare execu-tives and clinicians will appreciate and learn fromDr. Nelson’s insight.”

—Robert Iversen, Director, Accenture ManagementConsulting

Sustaining Lean in Healthcare explains how toensure ongoing physician participation long after theconsultant leaves. Dr. Michael Nelson, an earlyadopter of Lean in healthcare, explains how to usethese synergic tools to achieve consistently high levelsof quality and clinical care outcomes. The bookincludes a Lean primer that provides a foundation inessential Lean concepts, a methodology for establish-ing shared expectations of success, as well as a frame-work for simultaneous Lean deployment across multi-ple locations.

Features:

• Supplies a physician’s perspective of Lean implementation

• Facilitates the development and engagement ofphysician leadership

• Includes a methodology for setting sharedexpectations of success early on

• Explains how to keep the Lean implementationgoing long after the consultant has left

Selected Contents:

The Basics of Lean. Lean and Physician Culture.Creating a Physician Engagement Plan. The SeniorLeader’s Role. Analysis and Preparation. SettingExpectations. Physician Case Studies. Keys toSustaining Lean—A Physician Guide. Judging LeanSuccess. Sustaining. Pre-Implementation Tools andApproaches. Implementation Tools and Approaches.Glossary.

Catalog no. K11864, May 2011, 148 pp.Soft Cover, ISBN: 978-1-4398-4027-6$62.95 / £40.99


ImprovingQuality inOutpatientServicesCarole GuinaneNovant Health Inc.,Charlotte, North Carolina,USA

Noreen DavisCMS-Union, Monroe, NorthCarolina, USA

“… a roadmap and practical guide. …provides botha broad visionary direction for where we need to goin outpatient care management but also providesthe details which must be considered as part of ourefforts to lead the future of healthcare delivery.”

—Kevin Fickenscher, MD

A valuable reference for those involved in the field ofambulatory patient care, this book explains how tocreate a world-class outpatient program. It provides ahigh-level overview of current opportunities, nationalquality programs, and challenges. The text details thegovernance, medical staff, and quality structuresrequired to create, implement, and maintain a safeand efficient outpatient program. Introducing power-ful techniques for infection control, medication man-agement, risk prevention, and the elimination of med-ication errors, it outlines the courseware required byOSHA and other licensing and regulatory agencies.

Selected Contents:

Defining Outpatient Healthcare. Creating a Structurefor Quality and Safety. Engineering the CustomerConnection. Policies, Procedures, and Plans. TheHuman Resource Factor. Measuring Quality andSafety Measurement. Medication Safety. InfectionPrevention in the Ambulatory Setting. ClinicalDocumentation. Risk Management and Safety.Licensing, Deemed Status, Accreditation, andCertification. Practice Makes Perfect. Appendices:Checklist on Policies, Procedures, and Plans for anOutpatient Setting. Quality Glossary. QualityReporting Measures. Infection Prevention PlanExample.

Catalog no. K12304, June 2011, 300 pp.ISBN: 978-1-4398-5060-2, $83.95 / £52.99

Process Improvement



The DefinitiveGuide toEmergencyDepartmentOperationalImprovementEmploying LeanPrinciples withCurrent ED BestPractices to Create the “No Wait”DepartmentJody Crane, MD, MBAMary Washington Hospital, Fredericksburg, Virginia, USA

Chuck Noon, PhDUniversity of Tennessee, Knoxville, USA

“… for practical reasons there is value in translatingTPS to the healthcare arena. Jody Crane and ChuckNoon do this well, providing meaty examples and alevel of technical depth that go beyond other Leanhealthcare books that I have seen.”

—Jeffrey K. Liker, Shingo Prize-Winning Author of The Toyota Way

With so many having nowhere else to turn for care,emergency departments (ED) have become cauldronsof resentment where neither the best needs of patient orhospital are served. Offering a solution to this fiscal andmedical madness, this step-by-step guide shows howthe application of Lean principles can lead to more effi-cient, cost-effective, and patient-friendly departments.The book illustrates the application of Lean tools andconcepts using examples from EDs across the country.

• Offers specific how-tos from experts in health-care and emergency medicine

• Utilizes a recipe format to facilitate step-by-stepapplication of concepts

• Teaches through working examples of EDs fromacross the country

Selected Contents:

Current State of Emergency Medicine and the Needfor a New Operations Paradigm. Academic TopicsCritical to Understanding ED Operations: LeanHealthcare. MUDA. Lean Tools Critical for EDOperations. Flow in Healthcare Settings. Effect ofVariation in Healthcare. Achieving Lean Flow. UsingData and Simulation to Solve Complex QueuingProblems in Healthcare. Approach to ReducingWaiting Through a Network of Queues. Lean Designin Queuing Networks. Psychology of Waiting. Step-by-Step Guide to Fixing Your EmergencyDepartment: Defining Key Intervals in EmergencyOperations. Making Change Happen. Case Studies.

Catalog no. K10415, April 2011, 353 pp.Soft Cover, ISBN: 978-1-4398-0840-5$93.95 / £59.99


The Basics ofProcessMappingSecond EditionRobert DamelioPresident, The Bottom LineGroup, Dallas, Texas, USA

The bestselling first edition has been incorporated intothe curriculum at forward-thinking colleges, in-housecorporate continuous improvement approaches, andthe United Nations’ headquarters.

Providing a complete and accessible introduction toprocess maps, The Basics of Process Mapping,Second Edition raises the bar on what constitutes thebasics. Thoroughly revised and updated to keep pacewith recent developments, it explains how relation-ship maps, cross-functional process maps (swimlanediagrams), and flowcharts can be used as a set to pro-vide different views of work.

New in the Second Edition:

• Four new chapters and 75 new graphics

• An introduction to the concepts of flow andwaste and how both appear in knowledge workor business processes

• A set of measures for flow and waste

• A discussion of problematic features of knowl-edge work and business processes that act asbarriers to flow

• Seven principles and 29 guidelines for improvingthe flow of knowledge work

• A detailed case study that shows how oneorganization applied the principles and guide-lines to reduce lead time from an average of 28days to 4 days

The well-rounded understanding provided in thesepages will allow readers to effectively apply all threetypes of maps to make work visible at the organiza-tion, process, and job/performer levels.

Selected Contents:

Overview. Thinking about Work. Why Map aProcess? Relationship Maps. Cross-Functional ProcessMaps or Swimlane Diagrams. Flowchart. SevenPrinciples to Improve Flow. Appendix: Methods toGain Content.

Catalog no. PP7376, May 2011, 183 pp., Soft CoverISBN: 978-1-56327-376-6, $20.95 / £13.99

Process Improvement



DynamicCapacityManagementfor HealthcareAdvanced Methodsand Tools forOptimizationPierce Story, MPHM,DSHSDirector of ConceptDevelopment Capacity Strategies, Inc.

“Pierce Story has added an important chapter to thegrowing body of literature on healthcare perform-ance improvement. His theme of managing effective-ly to actual demand is compelling, and the con-tention that healthcare leaders should not be dog-matic about the methods or tools of continuousimprovement is right on target.”

—Pat Hagan, President and COO, Seattle Children’sHospital

Catalog no. K11039, December 2010, 226 pp.ISBN: 978-1-4398-1975-3, $65.95 / £41.99Also available as an eBook


Safer HospitalCareStrategies forContinuousInnovationDev RahejaPatient System Safety, Laurel,Maryland, USA

Examining the effectiveness of present hospital caremethods, this book explains simple, yet comprehen-sive, solutions that produce high return on invest-ment. It presents innovative techniques along withproven safety methods, models for risk managers,heuristics for leading change, and reliability methodsthat deliver right care over time. It highlights the dan-gers in medical devices for critical care and techniquesfor providing care efficiently without compromisingsafety. Experts from the aviation industry, world-classorganizations such as Toyota and General Electric, andinnovative hospitals such as Johns Hopkins offer theirinsight.

Catalog no. K11114, February 2011, 200 pp.Soft Cover, ISBN: 978-1-4398-2102-2$62.95 / £40.99

Process Improvement

Bestseller!

Leading theLeanHealthcareJourneyDriving CultureChange to IncreaseValueJoan WellmanWellman & Associates, Seattle, Washington, USA

Pat Hagan and Howard Jeffries, MDSeattle Children's Hospital, Washington, USA

“… a compelling story of change at an enormouslyprestigious institution … The story is really aboutthe evolution of thinking by leadership about themanagement system necessary to truly create aworld-class healthcare system.”

—J. Michael Rona, Former president of Virginia MasonMedical Center where he introduced the Toyota

Management System in 2000

Catalog no. K11406, December 2010, 292 pp.Soft Cover, ISBN: 978-1-4398-2865-6$65.95 / £41.99Also available as an eBook

LeveragingLean inHealthcareTransforming YourEnterprise into aHigh QualityPatient CareDelivery SystemCharles Protzman,George Mayzell, MD,and Joyce Kerpchar

“... the most practical and healthcare applicablebook I have ever read on Lean thinking and con-cepts. A must read for CEOs, managers, and super-visors as it has all the tools needed to get the resultswe must achieve.”

—Gary Shorb, CEO, Methodist Le Bonheur Healthcare

Combining Lean and Sigma Six, this how-to guidedemonstrates Lean implementation at every level of ahospital. Beginning with an overview of Lean tools,the authors provide actionable blueprints, case stud-ies, and lessons learned to facilitate the duplication ofLean improvements.






Medical Errorand HarmUnderstanding,Prevention, andControlMilos JenicekMcMaster University,Hamilton, Ontario, Canada

“... a valiant effort to impose some order on thediverse nomenclature of lathology and delves intothe difficult task of taxonomy of this subject.”

—John P. A. Ioannidis, in The Lancet

This book presents the work of a pioneering expert onepidemiology, evidence-based medicine, criticalthinking, and decision making in the health sciences.Providing a comprehensive overview of the subject, itpresents the history of error across various domains ofhuman activity. The book covers essential strategiesfor mitigating errors in the broader framework ofmedical care and provides an analysis of the contribu-tions of physicians in tort litigation.

Catalog no. K11671, July 2010, 384 pp.ISBN: 978-1-4398-3694-1, $87.95 / £56.99Also available as an eBook


Essentials for theImprovementof HealthcareUsing Lean & Six SigmaD.H. StamatisANHUI University of Financeand Economics, Bengbu,China

Essentials for the Improvement of HealthcareUsing Lean & Six Sigma is about real and immediatequality improvement. D.H. Stamatis, a renownedexpert in organizational development and quality,addresses concerns that can be ameliorated with min-imal government intervention. Detailing immediatepaths for improvement to primary care, hospitals, andmanaged care, the book introduces much-neededmechanics of change. It focuses on customer satisfac-tion as a key indicator of quality and includes a com-panion CD with Six Sigma forms and formulas, Leanimprovement tools, and worksheets.

Catalog no. K12058, November 2010, 463 pp.ISBN: 978-1-4398-4601-8, $87.95 / £56.99Also available as an eBook

Process Improvement

Shingo Prize Winner!

TransformingHealth CareVirginia MasonMedical Center'sPursuit of thePerfect PatientExperienceCharles KenneyVirginia Mason MedicalCenter, Seattle, Washington, USA

“This is a front line story, not a pie in the sky theoryor project of the month. It is a story about real peo-ple dedicated to the pursuit of habitual excellence.”

—Paul O’Neill, 72nd Secretary of the U.S. Treasury

This Shingo Prize winner tells the story of a group ofclinicians, administrators, frontline workers, trustees,and leaders blessed with vision, courage, and a relent-less determination to improve. It is the story of a newand possibly better way to take on the challenges weface in the U.S. to provide quality medical care whilecontrolling costs.

Catalog no. PP7375, November 2010, 248 pp.ISBN: 978-1-56327-375-9, $43.95 / £28.99Also available as an eBook

Applying Leanin HealthcareA Collection ofInternational CaseStudiesEdited by

Joe AherneLeading Edge Group, Cobh,Ireland

John Whelton

“... these case studies provide wonderful examplesand an opportunity to take a glimpse into the manypossibilities of Lean. These case studies move beyondthe theory of Lean and illustrate how Lean trans-lates into simple actions that are capable of effect-ing positive change.”

–Colleen Kennedy MLIS, MHA, Leader PhysicianEngagement, B.C., Canada

This book provides a collection of international casestudies that demonstrate how to apply Lean thinkingin the healthcare industry. The text introduces keyconcepts of Lean healthcare and presents manyexamples that illustrate the practical benefits that canresult from a Lean philosophy.

Catalog no. K11351, April 2010, 247 pp.ISBN: 978-1-4398-2739-0, $54.95 / £34.99Also available as an eBook





Second Edition of aBestseller!

HealthcareDelivery inthe U.S.A.An Introduction,Second EditionMargaret F. Schulte,MBA

Praise for the Bestselling First Edition:

“Margaret Schulte provides a concise introductionto the history, issues, terminology and structure of avery complex and often unwieldy industry – health-care. This book would be helpful for those early intheir careers or transitioning in from other industriesto help improve quality and processes.”

—Mark Graban, Shingo Prize-winning author of Lean Hospitals

The second edition of this bestselling referenceaddresses financing, organizational structures, contin-uum of care providers, access to healthcare, and qual-ity initiatives. It covers legal and regulatory issues,workforce, and the drivers and barriers that shapehealthcare delivery. This edition includes updated casestudies as well as a discussion of new legislation andinitiatives.

Features:

• Explores how recent health care reform willimpact hospitals and health systems

• Discusses new organizational structures drivenby governmental mandates and initiatives

• Addresses topics critical to understanding theU.S. healthcare system including the quality ofcare movement and financing reform

• Examines the global market including medicaltourism

Selected Contents:

History of U.S. Healthcare Delivery Systems. HealthStatus: The Health of the Population. Components ofthe Healthcare Delivery Systems. Structure ofHealthcare Delivery. Doctors in the HealthcareDelivery Structure. Workforce: Nurses and Others.The Pharmaceutical Sector. The Legal and RegulatoryEnvironment. Financing Healthcare. Quality. PublicHealth. Technology: Medical and InformationTechnologies.



Coming Soon!

AccountableCareOrganizationsValue Metrics andCapital FormationRobert James CimasiHealth Capital Consultants,St. Louis, Missouri, USA

From the foreword:

“Although many authors, including the one writingthis foreword, have previously attempted to explainthe ACO concept in practical terms, virtually no onethought to thoroughly analyze the financial under-pinnings of this model until Bob Cimasi decided towrite this book. What an ambitious work it is! ... Mr.Cimasi and his associates at Health CapitalConsultants have managed to assemble an authori-tative body of information on this rapidly evolvingsubject and to present their findings in an easilyunderstood manner.”

—Peter A. Pavarini, Esq Partner, Squire Sanders (US) LLP,July 2012

Features:

• Outlines the historical background and evolutionof the accountable care organization (ACO)model as the basis for the development of thevalue metrics and capital formation analysesneeded to assess the current efficacy and capaci-ty for change

• Examines the positive externalities of the ACOmodel, including results for third parties outsidethe basic construct of the ACO contracts sharedsavings payments

• Describes the potential role and opportunitiesfor consultants in assisting their provider clientsin the consideration, development, implementa-tion, and operation of an ACO

Selected Contents:

Background and the Path to ACOs. Federal ACOs.Commercial ACOs. Hypothetical Models for theDevelopment and Operation of ACOs. Impact ofACOs on the Healthcare Industry: AddressingIndustry Concern. Capital Finance Considerations forthe Development and Operation of ACOs. FinancialFeasibility Analysis for ACO Investments.

Considerations of Value for the Positive Externalitiesof ACOs. The Role of the Healthcare Consultant.Glossary.

Catalog no. K18902, June 2013, 383 pp.ISBN: 978-1-4665-8183-8, $89.95 / £57.99Also available as an eBook

Management & Administration



PhysicianAlignmentConstructingViable Roadmapsfor the FutureGeorge Mayzell, MD,MBA, FACPWilliam R. Breen, Jr.

“As one who participates in medical school andhealth system administration, I recommend this vol-ume for its emphasis on understanding and creatingthe health system of the future.”

—David Stern, MD, Executive Dean, Vice Chancellor ofClinical Affairs, UT College of Medicine

Through healthcare reform, payment modifications,transparency, and a renewed focus on value, thehealthcare industry is changing its organizationalstructure from one of a multitude of individual entitiesto one of a system-of-care model. This restructuringand subsequent alignment of information representsmany opportunities and risks for physicians, hospitals,and other healthcare providers.

Discussing all of the relevant issues involved, this booklooks at various ways that physicians and hospitals cancreate systems that will survive and thrive through theimportant changes facing healthcare today. The bookincludes a foreword by David Stern, MD, executivedean, vice chancellor of clinical affairs, UT College ofMedicine.

Selected Contents:

How We Got Here. Overview of the Future.Traditional Integration Models.

Revenue of the Acronyms: Co-management, IPA,and PHO Integration Structure. PhysicianEmployment.

Clinical Integration. Accountable Care Organizationsand the Patient-Centered Medical Home. AssessingYour Current Alignment Strategy. Examples ofSystems Strategic Alignment Initiatives. Putting It AllTogether: Full Integration.



PhysicianIntegration &AlignmentIPA, PHO, ACOs,and BeyondMaria K. ToddThe Mercury HealthcareCompanies, Denver,Colorado, USA

Written by an acknowledged expert in the field ofphysician integration and managed care contracting,Physician Integration & Alignment: IPA, PHO,ACOs, and Beyond examines physician integrationand alignment in the current healthcare market. Itoutlines the common characteristics of integratedgroups and various organizational structures, and alsoexplains how you can avoid making the same mis-takes of the past. Filled with suggestions and ideasfrom successfully integrated practices, the book:

• Identifies industry drivers for the resurgence ofintegrated models and the need for alignedmodels

• Provides a look at the common characteristics ofintegrated and aligned groups and how thecomponents can work together

• Discusses antitrust and other regulatory con-cerns present when considering the right organi-zational and management structure

• Offers time- and money-saving checklists, les-sons learned, models, and templates—savingyou thousands of dollars in consulting fees

Maria K. Todd provides readers with the vision andpractical tools needed to organize their business enti-ties in a manner that will maximize economic cloutand provide quality of care for both the hospital andphysician group. This much-needed resource includeshelpful insights on topics such as declining physicianreimbursement, declining margins, physician short-ages, physician-hospital competition, rising practiceinvestment requirements, the return to capitation as apayment mechanism, and recent changes in the rela-tionships between physicians and health systems.

Catalog no. K10664, November 2012, 260 pp.ISBN: 978-1-4398-1308-9, $79.95 / £49.99




Healthcare ata TurningPointA Roadmap forChangeRita E. Numerof, PhDand Michael N. Abrams, MA

“Numerof and Abrams identify clearly and objec-tively the obstacles that must be overcome and gapsthat must be closed by each of the important partic-ipants in the healthcare ecosystem, and then as thebook's title implies, they deliver a roadmap, which isnot only plausible, but if followed, will undoubtedlysucceed in getting all of us there.”

—Harlan F. Weisman, M.D., Former Chief Scientific andTechnology Officer, Medical Devices and Diagnostics,

Johnson & Johnson

In straightforward language, Healthcare at a TurningPoint: A Roadmap for Change outlines a new mar-ket-based business model that aligns industry financ-ing mechanisms with the goals of prevention,improved quality, and reduced costs. Drawing onmore than 25 years of cross-industry consulting expe-rience, the authors:

• Articulate a market-based vision of the industry

• Examine past efforts to reduce costs, their fail-ures and their unanticipated consequences

• Spotlight perverse incentives that distort the waythe healthcare system operates

Selected Contents:

A Vision for Tomorrow. Whose Agenda Controls YourHealthcare? In the Eye of the Storm: The Role ofConsumers and Employers. ComparativeEffectiveness Research: Creating an Environment forChange. Redesigning Healthcare Delivery: HospitalsWere Never Meant to Be Destinations of Choice. ABrave New World for Payers. Big Pharma: How toRegain Success. A New Day Is Dawning for MedicalDevice and Diagnostics Manufacturers. Putting Valueat the Center of Healthcare. Creating a Roadmap forChange.

Catalog no. K15942, August 2012, 276 pp.ISBN: 978-1-4665-6152-6, $39.95 / £25.99Also available as an eBook


Handling theMedical ClaimAn 8-Step Guide on“How To” Correctand Resolve ClaimIssuesCatherine CochranHandling the Medical Claim: An 8-Step Guide on"How To" Correct and Resolve Claim Issuesexplains—from beginning to end—how to bill andcollect on claims for services provided in a physician’soffice. Focusing on the CMS-1500 claim form, thebook explains how to prepare and file the form tosubmit charges to patients’ insurance companies.

Written by a medical billing specialist experienced inhandling medical claims and denials on both theprovider and insurer sides of the business, this step-by-step guide begins by covering some basic goodpractice management skills. Next, it outlines eachdepartment’s specific duties based on the depart-ment’s responsibilities for specific parts of the claim.

The book includes case examples and step-by-stepguidance for resolving claim issues that could arise—including how to determine what part of the chapteryou can find your answer and how to link your find-ings to the box number on the claim form to whichthe problem pertains. Highlighting opportunities forincreasing revenue, it includes an overview of the rev-enue cycle and the importance of keeping cash flowmoving. Packed with forms, charts, and illustrativeexamples, the text supplies the tools and understand-ing you’ll need to manage billing and collection in anyphysician’s office or clinical department.

Selected Contents:

CMS-1500 Claim Form. Patient Data Entry. ChargeEntry. Accounts Receivables. Collections.

Catalog no. K12641, September 2012, 239 pp.Soft Cover, ISBN: 978-1-4398-5624-6$49.95 / £31.99




Cost-Based,Charge-Based,andContractualPaymentSystemsDuane C. AbbeyAbbey & Abbey Consultants,Inc., Ames, Iowa, USA

The fourth book in the Healthcare Payment Systemseries, Cost-Based, Charge-Based, and ContractualPayment Systems compares cost-based systems,charge-based payment approaches, and contractuallybased payment processes with fee-schedule paymentsystems and prospective payment systems. Supplyingreaders with a clear understanding of important back-ground material on the different types of healthcareproviders, it covers the basics of cost-based, charge-based, and contractual payment systems.

The book illustrates essential concepts with a series ofsimple case studies—making it ideal for anyone inter-ested in learning more about the specific systems andprocesses used for payment in healthcare services. Itdiscusses Medicare cost-based payment systems,Medicare payment approaches, and includes anappendix that outlines the various Medicare paymentsystems.

Since compliance is inherent throughout the processof providing services, filling claims, and receiving pay-ment, the book examines the range of complianceconcerns, including statutory, contractual, and over-payment issues. Using numerous examples to illus-trate the processes used for capitated contractarrangements, the book includes coverage of claimadjustment, managed care contracts, and the variouscombinations of payment systems used by third-partyadministrators.

Selected Contents:

Healthcare Provider Costs and Cost-Based PaymentSystems. Healthcare Provider Charges and Charge-Based Payment Systems. Contractual PaymentSystems. Capitated Payment Systems. ClaimAdjudication and Compliance. Summary,Conclusion, and the Future. List of Acronyms.Synopsis of the Medicare Program’s PaymentSystems. Case Study List.

Catalog no. K13380, August 2012, 181 pp.Soft Cover, ISBN: 978-1-4398-7299-4$59.95 / £38.99


A Primer onClinicalExperience inMedicineReasoning,Decision Making,andCommunication inHealth SciencesMilos Jenicek, MDMcMaster University, Hamilton, Ontario, Canada

“… a timely book. … Jenicek illustrates how threedistinct areas—medical reasoning, decision making,and multiple aspects of communication—can be sys-tematically approached using the argumentationframework. … a primer on how physicians reason,but also useful to practicing physicians and eventeachers who have not undergone formal training inthinking. … In his gentle and engaging way, withoccasional humor thrown in, Jenicek takes the read-er through the essentials.”

—Pat Croskerry, MD, PhD, Dalhousie University, Halifax,Nova Scotia, Canada

Mastery of quality healthcare and patient safetybegins the moment clinicians and administrative staffstart acquiring practical experience. The acquisition ofexperience includes more than sensory motor skillsand basic science knowledge. It relies on effective rea-soning, decision making, and communication sharedby all health professionals.

This book blends and integrates the following sub-jects: clinical reasoning; fundamentals of reasoning;assessment of risks, diagnosis, treatment, and prog-nosis in evidence-based medicine; and decision mak-ing based on the best evidence and communication.

Selected Contents:

How We See, Learn, and Practice Medicine Today—Paradigms of What We Are Doing. How PhysiciansAnd Other Health Professionals Really (or Should)Think. Step-by-Step Reasoning for Clinical Work andCare: Risk, Diagnosis, Treatment, Prognosis. Clinicaland Community Medicine Decision Making. ClinicalCommunication and Its Vehicles. Glossary.

Catalog no. K15044, August 2012, 366 pp.ISBN: 978-1-4665-1558-1, $89.95 / £57.99Also available as an eBook




HospitalReimbursementConcepts andPrinciplesKyle Herbert, MBA,CPA, CMA, FACHE,FHFMAPalmetto Health, Columbia,South Carolina, USA

Requiring only a basic financial background and aworking knowledge of accounting, HospitalReimbursement: Concepts and Principles supplies aclear understanding of the concepts and principlesthat drive the revenue cycle within a hospital setting.It explains the technical aspects of reimbursement inlanguage that is easy to comprehend.

The book illustrates the complexities of the hospitalrevenue cycle and explains the Medicare andMedicaid financial models in detail. It also addressesthe Medicaid reimbursement methodology, the for-mulation of the Medicare blend rate, the computationof both DSH and IME, as well as other third-party pay-ers. Covering the full range of services and proceduresfor which a hospital can receive reimbursement, thebook:

• Explains the difference between a for-profit andnot-for-profit hospital

• Contains chapters devoted to Statements ofOperations (Income Statement) and Statementsof Financial Position (Balance Sheet)

• Examines governmental cost reporting—includ-ing Worksheets A, A-6, A-8, A-8-2, B-1, B Part 1,C Part 1, D-3, D-5, and E Part A

Selected Contents:

Fundamentals of Accounting. Types ofHospitals/Conceptual Framework. Hospital RevenueCycle. Hospital Services. Medicare. Medicaid. OtherInsurance Providers. Governmental Cost Reporting.Statement of Operations. Statement of FinancialPosition. Coding. Managing the Month-End CloseProcess. Calculating the Financial Impact of HospitalLength of Stay. The Future of Healthcare Accounting.Epilogue. Appendices: UB-04 Revenue Codes. FYE2010 Medicare MS-DRG Listing.

Catalog no. K14330, June 2012, 272 pp.ISBN: 978-1-4398-9894-9, $69.95 / £44.99Also available as an eBook


Hospitals &HealthcareOrganizationsManagementStrategies,OperationalTechniques, Tools,Templates, andCase StudiesEdited by

David Edward Marcinko, MBA, CMPProf. Hope Rachel Hetico, RN, MHA, CMPInstitute of Medical Business Advisors, Norcross, Georgia, USA

“... a must-read for any physician and other health-care provider to understand the multiple, andincreasingly complex, interlocking components ofthe U.S. healthcare delivery system, whether they areemployed by a hospital system, or manage theirown private practices. ... this book by Dr. David E.Marcinko and Professor Hope Rachel Hetico providesan excellent framework and foundation to learnimportant principles all doctors need to know.”

—Richard Berning, MD, Pediatric Cardiology

This book addresses decreasing revenues, increasingcosts, and growing consumer expectations in today’shealthcare market. The authors integrate Lean mana-gerial applications and regulatory perspectives withreal-world case studies, models, reports, charts, tables,diagrams, and sample contracts. The result is an inte-gration of post PP-ACA market competition insightwith Lean management and operational strategies.Coverage includes hospital inventory management,capital formation, and revenue cycle enhancement.

Selected Contents:

The Origins and Development of Quality Initiatives inAmerican Business. Competitive Analysis of theContemporary Healthcare Ecosystem. CapitalFormation Strategies for Healthcare Entities. InventoryManagement and Economic Order Quantity Analysis.Improving Operations and Management to AchieveObjectives. Financial and Clinical Features of HospitalInformation Systems. Managing Health InformationTechnology Security Risks. Monitoring, Managingand Enhancing Hospital Revenue Cycles. PatientRelations Management in Healthcare. HealthcareOrganization Compliance Processes and Tactics.Reviewing OSHA Standards and Health PolicyPractices. Operational Impact of HIPAA, Sarbanes-Oxley and the USA PATRIOT ACT. ContinuousHealthcare Process Improvement. Using MedicalInformatics to Track Health Care. Appreciating Six-Sigma Healthcare Quality Improvement. An Exampleof Hospital-Flow Through Efficiency Logistics.

Catalog no. K13750, July 2012, 413 pp.ISBN: 978-1-4398-7990-0, $69.95 / £44.99Also available as an eBook




ElectronicHealth RecordA Systems Analysisof the MedicationsDomainAlexander Scarlat,MDChief Quality Officer / ChiefMedical Information Officer

“Finally, here’s a textbook that the market and theindustry have been looking for. The author has cap-tured the details of the information flows involved inthe EHR while processing an order or prescriptionfrom inception to completion. The book should helpany clinician or informatics professional understandwhat’s happening in the process of medicationorder, dispense, and administer.”

—Joseph T. Finn, RPh, MBA, Supervisor (WillowRx),Nemours Health Informatics

This book introduces the tools and methodology ofstructured systems analysis as well as the nuances ofthe medications domain. Providing a comprehensiveview of the EHR/EMR, it covers user interface consid-erations, reporting requirements, and standards andvocabularies for meaningful use.

Features:

• Assumes no previous clinical and/or informaticsknowledge

• Covers the rules, regulations, standards, and terminologies in the EHR domain in general, and those specifically related to medications

• Outlines a set of principles for an effective clinical user interface

• Illustrates a minimal alert-fatigue approach toclinical decision support

• Demonstrates meaningful use of EHR: reportingrequirements and interoperability standards

• Applies the methodology and tools of systemsanalysis to EHR / EMR – medications domain

Selected Contents:

Short Primer on Structured Systems Analysis. TheMedications Domain: Workflows and DataStructures. Prescribe/eRx. Order/CPOE.Dispense/ePharmacy. Administer/eMAR. UserInterface. Clinical Decision Support. Report.Interoperability Standards and Vocabularies.

Catalog no. K13669, March 2012, 399 pp.ISBN: 978-1-4398-7852-1, $129.95 / £82.00Also available as an eBook


HealthcareBeyondReformDoing It Right forHalf the CostJoe FlowerCEO, The Change Project,Inc.

“Flower clearly outlines and untangles the manycomplex forces that act upon and create the U.S.healthcare ‘system.’ More importantly, Flowerthoughtfully proposes the way forward. This is animpressive contribution to creating better healthand healthcare in the U.S.”

—Deryk Van Brunt, Associate Clinical Professor, UCBerkeley School of Public Health

There is a secret inside healthcare, and it’s this: we cando healthcare for a lot less money. The only way to dothat is to do it a lot better. We know it’s possiblebecause it is happening now. In pockets and branch-es across healthcare, people are receiving betterhealthcare for a lot less. Some employers, states,tribes, and health systems are doing healthcare a littledifferently.

Healthcare Beyond Reform: Doing It Right for Halfthe Cost explains how this new kind of healthcare isnot about rationing and cutbacks. It’s not about get-ting less, it’s about getting more. Getting better andfriendlier healthcare, where you need it, when youneed it. How? The answer is mostly not inWashington, it’s not conservative or liberal. Theanswer is mostly not about who pays for healthcare.The answer is mostly about who gets paid, and whatwe pay them for.

Selected Contents:

How We Got Here. Half Off? Waste. Trends:Opportunities. Healthcare Economics 101.

Build on Smart Primary Care. Put a Crew on It.Swarm the Customer. Rebuild Every Process. MakingIt All Work. Beyond Healthcare. The Evil Profit Motiveand the Virtues of Competition. There Ought to Be aLaw. The X Questions. It’s the System. BeyondReform—The Next Healthcare.





UnderstandingHealth CareReformBridging the GapBetween Myth andRealityArthur M. Feldman,MD, PhDExecutive Dean, TempleUniversity School of Medicine,Philadelphia, Pennsylvania, USA

Understanding Health Care Reform: Bridging theGap Between Myth and Reality provides readerswith the information to make informed decisions andto help counter the bias of political pundits and theinfluence of the for-profit health care industry. Theauthor introduces readers to a group of dedicateddoctors, administrators, and patients whose experi-ences illustrate the strengths and weaknesses of thehealth care reform legislation. He also shares his ownexperiences as both a physician and a patient.

The book outlines what doctors, patients, and familiesmust focus on as states, the federal government, andthe courts craft this legislation over time. Focusing onstrengths and weaknesses, rather than what is right orwrong, the author encourages readers to think cre-atively about their role in establishing a better systemof health care in America.

Selected Contents:

Reforming the Private Insurance Industry. How WillHealth Care Reform Affect the Medicare andMedicaid Populations? Can We Lower Health CareCosts by Eliminating Waste? The Role of DiseasePrevention in Health Care Reform. How Will HealthCare Reform Affect the Medically Underserved andthe Safety Net Hospitals That Care for Them? HowCan We Improve the Quality of Care in the U.S.? WillThere Be Enough Doctors to Care for 35 Million NewPatients? Can Research Guide Us to Improved Careat Lower Costs? How Will Health Care ReformChange the Way We Practice Medicine? Will We EverSee Tort Reform in the United States?



ProspectivePaymentSystemsDuane C. AbbeyAbbey & Abbey Consultants,Inc., Ames, Iowa, USA

The third book in the Healthcare Payment Systemsseries, Prospective Payment Systems examines thevarious types of prospective payment systems (PPS)used by healthcare providers and third-party payers.Emphasizing the basic elements of PPS, it considersthe many variations of payment for hospital inpatientand outpatient services, skilled nursing facilities, homehealth agencies, long-term hospital care, and rehabil-itation facilities along with other providers.

The book describes the anatomy of PPS, includingcost reports, adjudication features and processes, rel-ative weights, and payment processes. It outlines thefeatures and documentation requirements forMedicare Severity Diagnosis Related Groups (MS-DRGs), the Medicare Ambulatory PaymentClassifications (APCs), Medicare HHPPS, MedicareSkilled Nursing Resource Utilization Groups (RUGs),and private third-party payers.

Features:

• Describes the basic features of prospective payment systems

• Covers the anatomy of prospective payment systems, including cost reports, adjudication features and processes, relative weights, andpayment processes

• Outlines the features and documentationrequirements of the Medicare Severity DiagnosisRelated Groups

• Discusses the Medicare Ambulatory PaymentClassification

• Examines the challenges with PPS, includingcompliance and overpayment issues

Selected Contents:

Introduction to Prospective Payment Systems.Healthcare Provider Concepts. Anatomy of aProspective Payment System. Medicare SeverityDiagnosis Related Groups. Ambulatory PaymentClassifications. Other Prospective Payment Systems.Appendices: Case Studies. Acronyms.





Performance-BasedMedicineCreating the HighPerformanceNetwork toOptimize ManagedCare RelationshipsWilliam J. De Marco,MA, CMCDeMarco & Associates, Rockford, Illinois, USA

“... a comprehensive and detailed discussion of per-formance-driven improvement in healthcare. Thereis much here of value to policy makers, healthcaresystem leaders and anyone who wishes to have anin-depth and practical understanding of how toimprove healthcare performance and how to alignpayment to drive better performance.”

—George J. Isham, MD, Chief Health Officer,HealthPartners

This book guides readers through the maze of defini-tions and discussions related to value-based purchas-ing, healthcare delivery, and pricing. It tackles thequestion of how hospitals, HMOs, physician groups,and employers can arrive at an optimized reimburse-ment cost and coverage access decision that is attrac-tive to consumers yet fulfills the need for a workingmargin.

The text begins by looking at HMOs and the three keyfactors that have led toward performance-based con-tracting. Laying the foundation for clearer communi-cation between physician hospitals and purchasers, theauthor defines important concepts in the discussion,from efficiency and cost effectiveness to quality. Hefocuses on key issues of organizational structure, man-agement, and measuring the outcomes of quality.

Selected Contents:

Integration and HMOs: How Did We Get This SoWrong? Performance Measurement: A Science withNo Followers. Reimbursement: From Fee for Serviceto Risk Adjusters. Early Pay-for-Performance.Performance Language and Practice. Reengineering.Challenges. International Reform. Getting Started.The Future of Performance-Based Medicine.

Catalog no. K10654, December 2011, 294 pp.ISBN: 978-1-4398-1288-4, $72.95 / £46.99


ManagedHealth Care inthe NewMillenniumInnovativeFinancial Modelingfor the 21stCenturyDavid I. SamuelsEthiCare BreakthroughSolutions/ Revenue Cycle Management Inc., Las Vegas,Nevada, USA

“... elegant in both the simplicity of its premise, aswell as the detail in which David Samuels lays out aprescription for navigating the uncharted, murkywaters of health care’s future.”

—Andre B. Van Niekerk, PhD, Dean, School of Business,Woodbury University

David Samuels, a leading authority on financial mod-els in health care, draws on his multidisciplinary back-ground in all aspects of managed care to provide anexpansive yet detailed perspective of this complexfield. Grounded in evidence-based modeling, thebook’s multidisciplinary focus puts the spotlight oncore concepts from the standpoints of health plans,hospitals, physician practice, and their respective inte-grated network models.

You’ll learn what happened when a country’s nation-al health care plan is developed with problematicunderwriting, why hospitals will always be victimizedat their payer’s bargaining table, and even how toimprove the current primary care shortage at both 50percent less provider costs as well as with triple theirmembers’ compliance in wellness care. The bookgives you the critical tools to stay ahead of the learn-ing curve, engage patients to take responsibility fortheir own and their family’s health status, andimprove your differentiation in a RAPIDLY changingmarketplace.

Selected Contents:

An Updated Introduction to Managed Care andCapitation. Understanding Managed Care IndustryOperations. Managed Care Provider and PractitionerOperations. Managed Care Organization QualityBenchmarking. Managing the Managed CareEnrollee. Enrollee-Based Financial and MathematicalPrediction Models. Management of Managed CareInformation for Modeling Purposes. Managed CareLegal and Regulatory Compliance. InnovativeManaged Care Modeling for the 21st Century.Innovative MCO Financial Modeling for the 21stCentury.

Catalog no. K11866, December 2011, 306 pp.ISBN: 978-1-4398-4030-6, $62.95 / £40.99




MedicalTourismFacilitator'sHandbookMaria K. ToddThe Mercury HealthcareCompanies, Denver,Colorado, USA

Addressing the issues that are likely to emerge asclients travel, the Medical Tourism Facilitator'sHandbook is a must-have resource of hard-to-findtools, checklists, terminology, and other helpful infor-mation for hospital-based, lay facilitators, travelagents, and even retired physicians and nurses.

Supplying the advice of a recognized expert in globalhealthcare, the book provides a detailed and empath-ic understanding of patient needs and expectations. Itcovers the full range of best and worst case scenariosthat can occur when clients travel to obtain healthservices. Using a conversational tone, it includes cov-erage of international travel logistics, where to findanswers to immigration concerns, confidentiality/pri-vacy issues, and unanticipated care in transit in theevent of complications or missed connections.

The book delivers a fast-moving presentation of usefulinformation and teaches readers how to decode thelanguage, what to look for in terms of safety and qual-ity, how to decode hospital facilitator agent agree-ments, and how to anticipate clients’ needs andexpectations. It also includes access to a regularlyupdated website with helpful worksheets and refer-ence material so you will be prepared to handle anyscenario that might present itself when your clientstravel.

Selected Contents:

Defining the Role of the Facilitator. Business Startup.Developing a Business Startup Budget.Understanding Managed Care and Health CareReimbursement. Building Your Product andInventory. The Procedures. Workflows. Spa Tourism.Quality and Safety Transparency. Putting It AllTogether: Your Provider Network.

Catalog no. K10651, November 2011, 180 pp.ISBN: 978-1-4398-1283-9, $62.95 / £40.99


Handbook ofMedicalTourismProgramDevelopmentDevelopingGloballyIntegrated HealthSystemsMaria K. ToddThe Mercury Healthcare Companies, Denver, Colorado,USA

“Ms. Todd shows that, if understood and imple-mented correctly, all stakeholders in internationalmedical travel can have their cake and eat it too.”

—Margaret A. Bengzon, Group Head-Strategic Services,The Medical City (TMC), Pasig City, Philippines

Explaining how to develop a patient-centered medicaltourism program, the Handbook of Medical TourismProgram Development is the ideal guide for any hos-pital, clinic, hotel, spa, or ancillary facility wishing tobecome a medical tourism provider. From high-costsurgery, transplants, diagnostics, and preventive well-ness checkups, to medical and wellness spa retreats,patient follow up, and outcomes measurement, thisbook covers the gamut of related issues.

Maria K. Todd prepares readers to build the medicaltourism service line, integrate physicians and otherservice providers, develop a safe and effective qualityand patient-centered infrastructure, documentprocesses and workflows, determine pricing, evaluatereimbursement contracts, and measure outcomes.She offers useful nuts-and-bolts guidance on confi-dentiality, documentation, quality and safety, hospitalaccreditation schemes, revenue implications, andcontracting.

Selected Contents:

What is Medical Tourism? Who are the Stakeholders?The Internationally Integrated Health DeliverySystem. Development of the Medical TourismNetwork. Working with Facilitators. Developing aFacilitation Agency In-House. Confidentiality andPatient Medical Privacy and Security. CaseManagement. Working with Health Plans andInsurance Schemes. Working Directly withMultinational Employers. Client Satisfaction IssuesAfter the Trip.





The PhysicianEmploymentContractHandbookSecond EditionA Guide toStructuringEquitableArrangementsMaria K. ToddThe Mercury Healthcare Companies, Denver, Colorado,USA

Revised and updated, the second edition of this pop-ular handbook provides sample physician employ-ment contracts and explains how each contractworks. This updated edition includes increased infor-mation on the latest managed care entities and areview of basic concepts in fraud and abuse, corpo-rate practice of medicine, and antitrust concerns.

The author discusses the various legal and complianceissues related to physician employment, such as anti-self referral and anti-kickback issues. She also describeshow to resolve disputes through arbitration or media-tion. The author also outlines the pros and cons of var-ious partnership arrangements.

After you have finished this book, you will be able toask meaningful questions of legal and accountingcounsel, do a preliminary analysis of the agreementoffered, and even compare a prospective employer’scontract to other standard agreements withoutendangering confidentiality agreements. You will beable to design standard text, saving time and moneyon legal fees by having counsel review and add thefinal touches to contract drafts instead of starting fromscratch.

Selected Contents:

Opportunities and Options. Occupational Optionsfor Physicians. Working with Search Firms.Introduction to the Group Practice Environment.Legal Aspects of Physician Employment.Medicare/Medicaid Anti-Kickback Concerns.Medicare Physician Incentive Plan Requirements.Corporate Practice of Medicine. Contract Law Basics.Alternative Dispute Resolution. PhysicianEmployment Contracts. Managed Care Participationfor the Newcomer. Employment Arrangements.Employed Physicians in the Hospital SponsoredPractice. Full Partnership Arrangements. MedicalDirector Positions. Examples of PhysicianEmployment Contracts.



MedicalPracticeBusiness PlanWorkbookThird EditionPeter D. LucashFounder and CEO, DigitalCPE, LLC, Charleston, SouthCarolina, USA

Updated to reflect healthcare reform and the growingtrend among physicians to become more involvedwith the business of healthcare, this workbookexplains how to develop a thorough business plan.Part one details the questions a plan should answerand explains how to determine what resources areneeded. The second part covers processes, competi-tor analysis, and financials. The final section coversimplementation. Sticking to the workbook will helpensure your plan covers what is needed in the com-plex and ever-evolving medical environment.

Updated to reflect healthcare reform and the trendamong physicians to become more involved with thebusiness of healthcare, this workbook will help readersdevelop a thorough business plan. Part one details thequestions a plan should answer and explains how todetermine what resources are needed. The secondpart covers processes, competitor analysis, and finan-cials. The final section covers implementation.

• Supplies a detailed work plan to help readerstackle the issues facing the field

• Reviews the fundamentals, including the ques-tions your plan should answer, how to get start-ed, and the resources you will need

• Presents information in a workbook format

• Considers current federal healthcare reform

• Includes a wealth of helpful sample plans andworksheets

Selected Contents:

INTRODUCTION. Why this book? What's a businessplan and what do you do with it? Question a planshould answer. Getting started on your plan. BACK-GROUND OF THE PRACTICE. Forms of businessorganization. Management. Personnel. Key businessrelationships. Key contacts. Demographics and eco-nomic development. Services. Patients (Customers).Facility/Location. Business process/patient flow.Competitor analysis. Marketing - including use ofinternet and social media. Regulatory Complianceincluding developing a compliance plan. Quality.Information systems including electronic healthrecords (E.H.R.). Disaster and business continuityplan. Financial. tHE BUSINESS AND ACTION PLAN.The business plan and financial projection/plan.

Catalog no. K12578, October 2011, 125 pp.Soft Cover, ISBN: 978-1-4398-5531-7$83.95 / £52.99




HealthcarePaymentSystemsFee SchedulePayment SystemDuane C. AbbeyAbbey & Abbey Consultants,Inc., Ames, Iowa, USA

Following Healthcare Payment Systems: AnIntroduction, this second volume in a series by medicalpayment expert Duane Abbey provides an overviewand discussion of various fee schedule payment sys-tems used by healthcare providers and third-partypayers. Designed for hands-on use and illustrated withscenarios that cover a host of possibilities, emphasis isplaced on basic elements of fee schedule paymentsystems used to collect for physician, nursing, hospiceand other inpatient or home health services. Abbeygives special attention to the highly challengingMedicare Physician Fee Schedule.

Catalog no. K11862, October 2010, 152 pp.Soft Cover, ISBN: 978-1-4398-4023-8$65.95 / £41.99Also available as an eBook


The CaseManagementWorkbookDefining the Roleof Physicians,Nurses and CaseManagersCherilyn G. Murer,Michael A. Murer,and Lyndean L. BrickMurer Consultants, Inc., Joliet, Illinois, USA

Case management has become one of the most effec-tive means by which a continuum of care functionseffectively and efficiently. A complete examination ofthe application of continuum of care, The CaseManagement Workbook defines the roles of the casemanagement team and provides an overview of keypost acute venues of care. It supplies an overview ofthe process, its structure, and the responsibility ofeach member of the team. The text includes a plan ofaction for designing an effective case managementprogram as well as exercises and exam questions fortraining purposes.

Catalog no. K11371, March 2011, 138 pp.Soft Cover, ISBN: 978-1-4398-2777-2$62.95 / £40.99


SuccessfulCollaborationin HealthcareA Guide forPhysicians, Nursesand ClinicalDocumentationSpecialistsColleen M.Stukenberg, MSN,RN, CMSRN, CCDSFHN Memorial Hospital, Freeport, Illinois, USA

“Overall, this book is an excellent resource for all cli-nicians who relate to the issues in health care thataffect safe and quality patient care, the key wordbeing collaboration.”

—Donna L. Baker, MS, APRN, ACNS-BC, CNOR in AORNJournal, Vol. 92, No. 6

Explaining how to forge alliances that improve patientcare and enhance safety, quality, and treatment effica-cy as well as financial efficiency, this book demonstrateshow cooperation can meet the changing requirementsof governing bodies and government regulations.

Catalog no. K10656, January 2010, 136 pp.ISBN: 978-1-4398-1292-1, $65.95 / £41.99Also available as an eBook

The MedicareRecovery AuditContractorProgramA Survival Guidefor HealthcareProvidersDuane C. AbbeyAbbey & Abbey Consultants,Inc., Ames, Iowa, USA

Written by medical billing guru, Duane Abbey, thisvolume explains all that is required to prepare andsuccessfully defend against RAC audit recoveries.Using the same succinct style that always makes hiswriting so accessible, Abbey illustrates his lessons withsimple case studies placed in the context of a fictitiouscommunity whose population is served by a hospital,clinics, a nursing facility, and other providers all seek-ing to maintain compliance and profitability. In dis-cussing RAC guidelines, this resource shows how toidentify overpayment areas and associated compli-ance issues and details planning models for develop-ing compliance departments.

Catalog no. K11113, February 2010, 124 pp.Soft Cover, ISBN: 978-1-4398-2100-8$65.95 / £41.99Also available as an eBook





The DefinitiveGuide toComplyingwith theHIPAA/HITECHPrivacy andSecurity RulesJohn J. Trinckes, Jr.PathForwardIT, Cincinnati,Ohio, USA

This book supplies comprehensive guidance on howto ensure compliance with the implementation stan-dards of the Privacy and Security Rules of HIPAA.Providing recommendations based on other relatedregulations and industry best practices, it is designedto assist you in reviewing the accessibility of electron-ic protected health information (EPHI).

It can also help those entities that may not be coveredby HIPAA regulations but want to assure their cus-tomers they are doing their due diligence to protecttheir personal and private information. SinceHIPAA/HITECH rules generally apply to covered enti-ties, business associates, and their subcontractors,these rules may soon become de facto standards forall companies to follow. Even if you aren’t required tocomply at this time, you may soon fall within theHIPAA/HITECH purview. So, it is best to move yourprocedures in the right direction now.

The book covers administrative, physical, and techni-cal safeguards; organizational requirements; and poli-cies, procedures, and documentation requirements. Itprovides sample documents and directions on usingthe policies and procedures to establish proof of com-pliance.

Selected Contents:

HIPAA/HITECH Overview. The Relevance ofHIPAA/HITECH to Healthcare Organizations.Compliance Overview. Privacy Rule Detailed. TheElectronic Transactions and Code Set Rule Detailed.The National Provider Identifier RequirementsDetailed. "Meaningful Use" Detailed. BreachNotification Detailed. Enforcement Rule Detailed.Security Rules: Administrative Safeguards, RiskAssessments. Security Awareness Training. IncidentResponse. Business Continuity Planning and DisasterRecovery. Compliance Assessment. PhysicalSafeguards. Technical Safeguards. OrganizationalRequirements. Checklists. Additional Resources.Acronyms. Glossary.



ComprehensiveHealthcare forthe U.S.An IdealizedModelWilliam F. Roth, PhDDeSales University,Pennsylvania, USA

“… the book will help readers understand the cur-rent state of the U.S. healthcare system, as well asthe state of other countries to which the UnitedStates is often compared. … provides a startingpoint for discussions about U.S. healthcare reformwithout the emotional misrepresentations that are,unfortunately, a part of the debate about healthcarein this country.”

—Yvonne Ford, PhD, RN, CNOR, in AORN Journal, Vol. 93, No. 2

Comprehensive Healthcare for the U.S.: AnIdealized Model brings together contributions fromphysicians, nurses, administrators, and social workersfrom around the globe to critically examine the mireof excellent technical quality and inefficient deliverythat has become the United States healthcare system.

Written by award-winning author William Roth, thebook systematically explores the key elements thatmust be part of any comprehensive model. Rothexamines facility network and staffing patterns. Helooks at approaches to decision making, the financialmodel, the design of a universal information system,training/education, and malpractice policy. He thenprovides a discussion of how these challenges aredealt with by 12 other nations, all of which, accordingto the World Health Organization, rank higher thanthe U.S. in terms of services provided for citizens.

Selected Contents:

Introduction. The Current U.S. Healthcare "Mess".Structure and Decision Making Model in an IdealizedHealthcare Network. Network Financial Model.Network Universal Information System. ProfessionalEducation. Dealing with Malpractice.

Catalog no. K11453, January 2010, 174 pp.ISBN: 978-1-4398-2955-4, $54.95 / £34.99Also available as an eBook

Electronic Health RecordsManagement & Administration



HealthcareInformaticsImprovingEfficiency andProductivityEdited by

Stephan P. KudybaNew Jersey Institute ofTechnology, Newark, USA

Healthcare Informatics: Improving Efficiency andProductivity examines the complexities involved inmanaging resources in our healthcare system andexplains how management theory and informaticsapplications can increase efficiencies in various func-tional areas of healthcare services. Delving into dataand project management and advanced analytics, thisbook details and provides supporting evidence for thestrategic concepts that are critical to achieving suc-cessful healthcare information technology (HIT), infor-mation management, and electronic health record(EHR) applications.

Bridging the gap from theory to practice, it discussesactual informatics applications that have been incor-porated by various healthcare organizations and thecorresponding management strategies that led totheir successful employment. Offering the guidancethat healthcare specialists need to make use of variousinformatics platforms, this book provides the motiva-tion and the proven methods that can be adaptedand applied to any number of staff, patient, or regu-latory concerns.

Selected Contents:

Introduction to the U.S. Healthcare Industry,Information Technology, and Informatics. Strategiesfor Achieving National Goals for Meaningful Use ofHIT. A Project Management Framework ofHealthcare Informatics Initiatives. Nursing Roles inthe Implementation of Clinical Information Systems.Architecting Computer Physician Order Entry forOptimal Utilization. Knowledge Translation andInformatics in Healthcare. Self-Service Technology inHealthcare. The World of Health Analytics.Enhancing Data Resources and Business Intelligencein Healthcare. Application of Healthcare Informaticsto Improving Patient Safety and Outcomes. DataMining in Healthcare. Using Data Mining to BuildAlerting Systems for Decision Support. Data MiningTechniques to Enhance Healthcare Cost Savings.



InformationandCommunicationTechnologies inHealthcareEdited by

Stephan Jones andFrank M. GroomBall State University, Muncie,Indiana, USA

Demonstrating how improvements in informationsystems can lead to improved patient care,Information and Communication Technologies inHealthcare explains how to create a holistic MedicalRecords System as a core component to addressingthe issues affecting the U.S. healthcare system.

Examining the impact of our aging population onhealthcare, the book describes the range of systemsthat support key segments of the industry, including:hospitals, physicians, imaging, and nursing. It consid-ers patient records, the physician’s office, emerginghome-monitoring networks, the recording and infor-mation submitting process, and hospice/nursinghome use.

The book includes a case study that illustrates thehuman factors behind the implementation of tech-nology. Following the principle that data should becaptured only once, stored in a repository, and thenmade available throughout the medical system, this isthe ideal starting point for those looking to improvethe effectiveness and cost efficiencies of the healthcaresystem.

Selected Contents:

Health Care Systems. Technology as a Catalyst forHealth Enhancement. Health Information Exchange.Universal Data Standards. Health InformationTechnology in the U.S. Healthcare Regulations,Privacy, Security, and Information AgeConsiderations. Patient-Physician Interactions andthe EMR. A Case Study in Home Health CareUsability. Security and Privacy. New Facility Planning:A Healthcare Focus. Developing Innovative HealthInformation for Youth. Re-envisioning theIndianaMedicaid.com Web Site as a Member-Focused Portal: A Case Study on Usability andTechnology for Transforming Health CareCommunication.


Electronic Health Records



Coming Soon!

Four CorneredLeadershipA Framework forMaking DecisionsJohn Roland SchultzW. Edwards Deming once stated that the job of man-agement is not supervision but leadership. He alsoconcluded that capable leaders were those who under-stood and applied the System of Profound Knowledge.This book examines this system and describes compe-tencies that set the stage for its application. Illustratingthe power relationship between leaders and followers,the book analyzes each of the four elements of the sys-tem of profound knowledge in relation to prevailingmanagement and organizational theory. Filled withexamples, tables, and case studies to reinforce key con-cepts, this book is the perfect guide for anyone tryingto achieve sustainable change.

Features:

• Discusses the four pillars that support Deming'ssystem of profound knowledge

• Describes the complexity of human nature andrelates it to group and organizational dynamics

• Provides the guidelines for successfully imple-menting program management tools

Selected Contents:

Leadership Defined. Leadership Approaches.Leadership Implications. The Importance of SystemInterdependencies. The Organization as an OpenSystem. Processes are the Culprit not the People.Coordinating and Controlling Processes. The LeadersRole. Why People Behave as They Do. The Complexityof Human Nature. Group and OrganizationalDynamics. Conflict, Competition, and Cooperation.How People Learn, Develop and Improve. Learning isAbout Theory. Organizational Learning. Learners arenot All Alike. Growth Comes From Lessons Learned.Reinforcing and Sustaining Learning. The Variability ofWork. Data Provide the Basis for Decision-Making.System Ups and Downs are a Matter of Routine.Visualizing Process Variability. The Process BehaviorChart. Interpreting Process Behavior. Give Meaning,Purpose, and Direction to the Job at Hand. Anchoringthe Purpose through Constancy of Action.Appreciating that the Job At Hand. ManageInteraction Dynamics. Plan for the Future. Create LessStructure and Share Tasks. Delegate and Coordinate.

Catalog no. K20585, August 2013, c. 288 pp.ISBN: 978-1-4665-9289-6, $59.95 / £38.99Also available as an eBook


Shingo Prize Winner!

Lean ITEnabling andSustaining YourLeanTransformationSteven C. Bell andMichael A. Orzen

“There has never been a more critical time toimprove how IT integrates with the global businessenterprise. This book provides an unprecedentedlook at the role that Lean will play in making thisrevolutionary shift and the critical steps for sus-tained success.”

—Steve Castellanos, Lean Enterprise Director; Nike, Inc.

Information technology is supposed to enable busi-ness performance and innovation, improve servicelevels, manage change, and maintain quality and sta-bility, all while steadily reducing operating costs. Yetwhen an enterprise begins a Lean transformation, toooften the IT department is either left out or viewed asan obstacle. What is to be done?

Winner of a 2011 Shingo Research and ProfessionalPublication Prize, this book shares practical tips, exam-ples, and case studies to help you establish a cultureof continuous improvement to deliver IT operationalexcellence and business value to your organization.

Features:

• Provides a comprehensive and definitiveresource on Lean IT

• Offers tools, methods, and metrics supported bypractical examples and case studies

• Addresses the intersection of Lean, Six Sigma,and information systems

• Explains how to apply the principles of Lean to IT operations for improved quality and performance

Selected Contents:

Foundation. Integration. Performance. LeadershipRoadmap. Lean IT Case Studies.

Catalog no. K10912, September 2010, 370 pp.ISBN: 978-1-4398-1756-8, $54.95 / £34.99Also available as an eBook

LeadershipElectronic Health Records



The ExchangeA Bold and ProvenApproach toResolvingWorkplace ConflictSteven Dinkin,Barbara Filner, andLisa MaxwellNational Conflict ResolutionCenter, San Diego, California,USA

“Workplace conflict is a great time, energy, and pro-ductivity sapper. With The Exchange, the authorsdeliver an extraordinary method for resolving dis-putes quickly and simply and for the greatest bene-fit of the organization.”—Marshall Goldsmith, New York Times Best-Selling Author

Supplying proven tools for resolving emotionallycharged disputes, this go-to-guide details a four-stageprocess derived from the conflict resolution modelused for more than 25 years at the National ConflictResolution Center. This highly structured process canhelp you preempt and de-escalate disputes beforethey become volatile.

Catalog no. K12441, April 2011, 138 pp.Soft Cover, ISBN: 978-1-4398-5298-9$41.95 / £26.99


Second Edition of aBestseller!

Leading theLean EnterpriseTransformationSecond EditionGeorgeKoenigsaeckerSimpler Consulting, Inc.,Ottumwa, Iowa, USA

“Any senior executive serious about leading a Leantransformation should start here. Koenigsaeckercaptures well the essence of sustained Lean success,not just the feel-good kaizen event.”

—Larry Culp, president and CEO, Danaher Corporation

Updated with new information, illustrations, and lead-ership tools, the second edition of this bestsellerdescribes how the metrics used by Toyota drive everyline item in a financial statement in the right direction.In addition to new appendices with background infor-mation and insightful stories on Lean leadership andimplementation, it includes new information on tacti-cal organization practices, strategy deployment, andLean culture.

Catalog no. K12734, September 2012, 264 pp.ISBN: 978-1-4398-5987-2, $49.95 / £31.99

Leadership


A Factory of OneApplying LeanPrinciples to BanishWaste and ImproveYour PersonalPerformanceDaniel MarkovitzPresident, TimeBack Management

“This gem will improve even the most efficient per-son's work life in powerful ways. ... It's short, sweet,and to the point.”

—Karen Martin, Principal, Karen Martin & Associates

This book describes how to improve personal per-formance by applying Lean methods to individual'swork. It translates powerful Lean tools such as visualmanagement, flow, pull, 5S, and kaizen to daily work,revealing how they can help to improve efficiency,reduce waste, and link you ever more closely to cus-tomer value.


Out of thePresent CrisisRediscoveringImprovement inthe New EconomyTerence T. BurtonThe Center for Excellence inOperations, Inc., Bedford,New Hampshire, USA

“Five stars to the contemporary version of Deming'sfamous 1982 book, ‘Out of the Crisis.’ The authorhas developed an updated reference guide toimprove how organizations improve through a com-bined strategy of Deming's back-to-basics, innova-tion, technology, and adaptive improvement acrossdiverse environments and industries.”

—Steven Boeder, Director of Operations, The VollrathCompany, LLC

Providing quick and easy reference to the fundamen-tals of getting continuous improvement right withinthe complexities of the new economy, this bookexplains exactly what it takes to implement Lean SixSigma and other strategic improvement initiatives.

Catalog no. K14522, May 2012, 301 pp.ISBN: 978-1-4665-0442-4, $29.95 / £19.99Also available as an eBook





ThePsychology ofLeanImprovementsWhy OrganizationsMust OvercomeResistance andChange theCultureChris A. OrtizKaizen Assembly, Inc., Bellingham, Washington, USA

The inherent fear and reluctance of many companiesto embark on a Lean journey can be self-destructive.This book explores the psychology behind why somany companies avoid Lean and hold on to inefficientprocesses. Drawing on personal experience, theauthor describes why and how businesses cling to theeight deadly wastes and why they continue to findways to place improvement on the back burner.Whether it’s poor leadership, the inability to change,or pure ego, the text explores this perplexing com-mitment to inefficiency.



Change or DieThe BusinessProcessImprovementManualMaxine Attong andTerrence MetzLeadership success depends on clarifying and simpli-fying complex problems while maintaining a positiveoutlook. Change or Die provides you with the toolsto do so. Packed with workshop tools, agendas, andactivities that detail each of the six stages of the busi-ness process improvement (BPI) method, it presents aBPI method that promotes the use of facilitator-ledworkshops to help your team make better decisions.This resource-rich book includes a CD with supple-mental activities, challenges, facilitated workshops,templates, tables, and questionnaires—tools designedto ease each participant’s path to project success.

Catalog no. K14908, July 2012, 378 pp., Soft CoverISBN: 978-1-4665-1251-1, $49.95 / £31.99Also available as an eBook

Leadership

FeedbackToolkit16 Tools for BetterCommunication inthe Workplace,Second EditionRick MaurerMaurer & Associates,Arlington, Virginia, USA

Written by a noted authority in leadership and changemanagement, the second edition of this populartoolkit provides expert guidance on using feedback asa performance improvement tool. Describing bestpractices, it supplies the understanding required toeffectively give and receive feedback across a widerange of work situations, including for one-on-oneand group use. The book makes the feedback processeasy to understand with a detailed six-step frame-work. It covers specific feedback tools and illustratesapproaches for applying them across a variety of man-agement scenarios.

Catalog no. K11899, January 2011, 81 pp.Soft Cover, ISBN: 978-1-4398-4093-1$17.95 / £11.99

Lean HumanResourcesRedesigning HRProcesses for aCulture ofContinuousImprovementCheryl M. JekielFlying Food Group, USA

Encouraging a long overdue shift in thinking, thisbook gives managers and CEOs the means to maxi-mize employee potential by first showing them howto increase the improvement power of their HRdepartments. Jekiel, who has been implementingLean initiatives out of HR offices for 20 years, definesthe people-related approaches needed to alter cultur-al dynamics. She looks at why so many companiesallow this waste to exist, how traditional HR has notbeen especially effective in combating waste, and whytoday’s HR department should be seen as a partnerdelivering exceptional customer service to employees.

Catalog no. K10663, September 2010, 263 pp.Soft Cover, ISBN: 978-1-4398-1306-5$43.95 / £28.99Also available as an eBook





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healthcare performance improvement

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