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

Joseph A. De Feo

The Business Case for Patient Centered Services

All Rights Reserved, Juran Institute, Inc. (slide name here) 2 .PPT

Session Objectives

PatientPatient

CenteredCentered

CareCare

PatientPatient

CenteredCentered

CareCare

Improve SpeedImprove Speed

Achieve BreakthroughAchieve Breakthrough

Loyal CustomersLoyal Customers

Increase RevenueIncrease Revenue

Sustain PerformanceSustain Performance

Reduce CostsReduce Costs


Where Is Your System Today?

Current performance

Improved performance

Performance


Where Is Your System Today? (continued)

Time

Performance

Today’s process

Improved process

Maintain performance


Why Patient Centered Services?

100% customer satisfaction?

Consistent outcomes & service?

Is KP first choice option?

Right cost to providers?

Satisfaction with experience?

Improvement

Yes

Yes

Yes

Yes

No

No

No

No

No


The Customer?

Want it yesterda

y

Changes mind

quickly

Want it where

they are

Slow thanking

Disloyal

Impatient


InputsInputs

Customer Centric Basic Premise: CTQ

Outputs(CTQ)

Outputs(CTQ)

Do you know what is important to your customers?


Customer Centric Basic Premise: CTQ (continued)

20 - 30 Some-things

Who are the customers?

Patient

Siblings

Physician GroupsThe

Providers

Business

Folks

Older Patients

Single

Parents

The Patient


Patient Centered Services

Drive-thru clinics Easy access Choices of what, when Same doctor, same nurse Personalized record of illness and treatment Family access 24/7 Home support View bill online


The Hidden Organization

Check Check

Analyze Analyze

Rework Rework

Denials

Re-admits

Provider

Complaints

Step 1 Step 2

Variation

Non-Value Added (NVA) Steps


Understand Your Processes

Input Variables

(Xs)

Input Variables

(Xs)

Outputs (Ys)

Outputs (Ys)

Process Variables (Xs)Process Variables (Xs)


Common Approach: Breakthrough

Define Improve

ControlAnalyze

Measure

Detail level business process

Detail level business process

CTQCTQ

Problem

Solved


Common Approach: Design New Services

Define Design VerifyAnalyze

Measure

High level business process

High level business process

CTQCTQ

New

Services


Measureactual

performance

Establishedcontrol

standards

Troubleshoot

OK

Not OK

Compare tostandards

Identifyproblem

Diagnosecause

Remedycause

Common Approach: Control and Assurance


Time

Performance

Problem

Goal

AchievementPerformance

Time frame

Metrics That Matter

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

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