0. Healthcare Management Forum 2008
27 – 31 January 2008 Dubai International Convention and Exhibition Centre, Dubai, UAE
The Ballast of structures –
Lean Management as a prerequisite for global growth in Healthcare
Prof. Dr. Dr. h.c. Fried Oelschlegel
Director of Business Development
Emaar Healthcare
Dubai, 28th January 2008

1. Vision
Our vision for EMAAR is its transformation into one of the most valuable companies in the world, beyond real-estate and development, irrespective of business activity.
Arab Health 2008

2. Mission
To the world Emaar will be known as a company that delivers an all-encompassing quality lifestyle across the globe.
Emaar will offer a one-stop global solution for every significant aspect of a multi-faceted lifestyle.
Home, work, play, leisure, retail, health, education, finance, industry and more.
Arab Health 2008

3. Arab Health 2008

4. Arab Health 2008

5. Many questions are coming up …..
What are “world class” hospitals? What are the benchmarks?
How to build an effective, shareholder value adding enterprise structure?
How to grow? Where to grow? With whom to grow? When to grow?
Who is doing what? What about PROPCo? What about OPCo?
Do we conform to the same ideals as others or are we different?
i.e “think and act outside the box” How do we create “differences”?
Can we learn something from the industry?
What are the structural innovations in Healthcare? Do we have to put Governance and Management in Healthcare on a critical test bed?
Arab Health 2008

6. NHS (UK) Healthcare Commission Core Standards Declaration 2006/2007
Domain 1: Safety (9 Core / 1 Development Standard)
Healthcare organisations protect patients through systems that identify and learn from all patient safety incidents and other reportable incidents.
Domain 2: Clinical & Cost Effectiveness (5 Core / 1 Dev.)
Healthcare organisations ensure that clinicians continuously update skills and techniques relevant to their clinical work.
Domain 3: Governance (14 Core / 15 Dev.)
Healthcare organizations apply the principles of sound clinical and corporate governance. They undertake systematic risk assessment and management and support their staff through organizational and personal development programmes, which recognise the contribution and value of staff and address, where appropriate, under-representation of minority groups. Healthcare organisations ensure that staff concerned with all aspects of the provision of healthcare participate in mandatory training programmes.
Domain 4: Patient focus (9 Core / 3 Dev.)
Domain 5: Accessible and Responsive Care (3 Core / 1 Dev.)
Domain 6: Environment and Amenities (3 Core / 1 Dev.)
Domain 7: Public Health (4 Core + 1 Dev.)
Arab Health 2008

7. 1. Safety C1Health care organisations protect patientsC2Health care organisations protect childrenC3Health care organisations follow NICE Interventional Procedures guidance to protect patientsC4Health care organisations keep patients, staff and visitors safeD1Health care organisations continuously and systematically review and improve all aspects of their activities that affect patient safety2. Clinical &Cost EffectivenessC5Health care organisations ensure that they conform to NICE technology appraisals, clinicians update their skills and participate in regular clinical audit activities C6Health care organisations co-operate with each otherD2Patients receive effective treatment and care 3. GovernanceC7Health care organisations apply the principles of sound clinical and corporate governanceC8Health care organisations support their staffC9Health care organisations have a systematic and planned approach to the management of recordsC10Health care organisations undertake appropriate employment checksC11Health care organisations ensure that staff are appropriately recruited and trainedC12Health care organisations which lead or participate in research apply the principles of research governanceD3Integrated governance arrangements are in placeD4Health care organisations work together to improve qualityD5Health care organisations work together with social care organisations to meet the changing health needs of their populationD6Health care organisations use effective and integrated information technology and information systemsD7Health care organisations work to enhance patient care by adopting best practice in human resources management 4. Patient FocusC13Health care organisations have systems in place to respect patient confidentiality and treat patients with dignity and respectC14Health care organisations have systems in place to deal with complaintsC15Where food is provided, health care organisations have systems in place to provide patients with choice and a balanced dietC16Health care organisations make information available to patients and the public on their servicesD8Health care organisations continually improve the patient experienceD9Patients receive timely and suitable information on treatment, care and servicesD10Patients and service users are helped to contribute to the planning of their care 5. Accessible & Responsive CareC17The views of patients and others are taken into account in designing health care servicesC18Health care organisations enable all members of the population to access services equallyC19Health care organisations ensure that patients with emergency health needs are able to access care promptlyD11Health care organisations plan and delivery health care to reflect the needs of the population and maximise patient choice 6. Care Environment and AmenitiesC20Health care services are provided in environments which promote effective care and optimise health outcomesC21Health care services are provided in well maintained and clean environmentsD12Health care is provided in environments that promote patient and staff wellbeing 7. Public HealthC22Health care organisations work in collaboration with each other and local authorities to promote, protect and improve the health of the populationC23Health care organisations have systematic and managed disease prevention and health promotion programmesC24Health care organisations protect the public by having a planned response to incidents and emergenciesD13Health care organisations act on significant health problems and health inequality issues
Arab Health 2008

8. Call for patient safety, risk assessment, mandatory learning , governance & ……….
I swear by Apollo the physician and Aesculapius and Hygeia and Panacea and all the gods and goddesses that, according to my ability and judgement, I will keep this Oath and this stipulation:
To reckon him who taught me this Art equally dear to me as my parents, to share my substance ……and to disciples bound by a stipulation and oath, according to the Law of Medicine, but to none others. I will follow the system of regimen which according to my ability and judgement I consider for the benefit of my patients and abstain from whatever is deleterious and mischievous.
With purity and with holiness I will pass my life and practice my Art.
Renaissance or new vine in old pipes …?
القانون في الطب "Al-Qanun fi al-Tibb
For 2500 years the same problems have existed.
When and how can we achieve a breakthrough?
ابو علی الحسین ابن عبدالله ابن سینا
Pieter Lastman ( ) Hippokrates visiting Democrit in Abdera, 1622
Arab Health 2008

9. Is talking about such basic principles really necessary?
or isn’t this attended to as a matter of
course today ?
Continuous Medical Education
Patient safety & protection
Clinical audit
Effective treatment & care
Record management
Using effective information systems
Employment checks; well trained staff
Treating patients with dignity & respect
etc…….
Arab Health 2008

10. We all are all aware of it but we do not talk about it.
There is an abundance of written papers for Clinical Standards, Regulations, Manuals, Catalogues, Guidelines, Procedures, Evidence Descriptions, and Accreditations in Healthcare –
But, there is a lack of understanding, motivation, better balanced professional & ethical education and practicing in clinical weekday, empowered management and future focused leadership.
There is too much industrial lobbyism, contrary interest structures and reality denial.
What is the way out of this misery?
Arab Health 2008

11. Web advanced search in Google: “Hospital Management”  15,400,000 entries (0,3 sec).
More papers, more IT-programs, more regulations, more standards, more domains, more reports, more bureaucracy will not solve the problem of a pressing lack of medical quality, economic efficiency, increasing dissatisfaction of patients and frustration of medical staff.
More committees, more governance, more structures, more presidents, will not bring the long sought-after management formula for more quality and efficiency – for SUSTAINABLE SUCCESS
So, what now?
Arab Health 2008

12. To avoid the metamorphosis of horse to donkey
There’s an old story in the Arab world, the one about the committee that was set up to create a horse and came up with a donkey.
For too long, decision makers in healthcare have been plagued by what is sometimes called “analysis paralysis”. A good idea is proposed, passed around, subjected to debate, put through a battery of tests and scrutinised in the light of various possible scenarios, after which it is debated some more.
Who has not had the experience: The best way to kill a good idea is to propose it to a committee. You can be sure: the idea quietly passes away from a mixture of old age and exhaustion.
I believe I was planned somewhat differently ...
Arab Health 2008

13. The EMAAR message is …
“I don’t consider myself to be an impatient or impulsive person, but I’ve even toyed with the idea of removing the chairs from EMAAR’s meeting rooms, thereby encouraging people to think on their feet.
The times call for such measures. The time has come to act, swiftly and decisively; speed with quality, execution with efficiency - this is the goal”.
“ …..And so, every day I pepper my colleagues with questions: Can we do this quickly? Can we do it now? Can we do it right? Can we do it better than anyone else? Even if we doubt the outcome, can we try?...
Are we doing this from the heart?….”
The EMAAR message is : not to succumb to the old way of doing things - or not doing things.
Arab Health 2008

14. Do not accept the waste…. ( also an EMAAR message )
The most important distinguishing feature of Dubai has been a commitment to break free from the old culture of inaction. The best intentions are meaningless without timely execution.
A similar principle has long been a cornerstone of the EMAAR philosophy: Ideas belong to the person who is the fastest to act on them.
Employees who take this principle to heart - these people are the future of the company
There must be a counterbalance, if wrongly understood "Governance" can create a donkey instead of a horse as the outcome of non-effective compromises in the required decision processes.
Governance carries the inside-gene for a slowdown in the speed of the decision-making processes and readiness to take on risks, in transferring of responsibilities from department to department, from working table to working table, into loss of the ability to recognize and to be aware of personal responsibility.
….of time, money, human resources……
Arab Health 2008

15. Is Healthcare a Burning Platform for Change?
How?
Arab Health 2008

16. Burning Platform for Change?
Traditional Health Care
Episodic
Requires patient initiation
Not well coordinated (patients & doctors)
Sporadic communication among clinicians
Sporadic patient education
Variable process of care; gaps in standards & guidelines
Clinicians’ (personal) opinions drive decisions
Systems do not prevent errors
Outcomes not measured
Expensive; not effective (risky for banks & investors)
Badly managed, waste of time, money & motions
Variability of utilisation days, costive investments (OR/ICU)
Stress of overwork; shortage of qualified staff
Financial pressures (troubled state economy, healthcare costs burden employers)
Arab Health 2008

17. Where & how do we want to proceed?
The problems are known; but so are the solutions:
Investment is needed in:
human capital (medical &
managerial)
regional provider structures
specialised medical facilities
controlled and internationally
accredited medical standards &
guidelines
medical research & development
medical education & CME
international cooperation
strategic partners
A targeted, process & performance focused, straight forward approach: LEAN MANAGEMENT
Arab Health 2008

18. Change is needed to begin to identify VALUES
Specify “value” from the patients perspective (A quick, effective clinic visit)
Identify the “value stream” for each planned clinical outcome (product) (Request > appointment > arrival > see doctor > check-out) and remove the waste (Time on hold, callbacks, walking, wrong/unnecessary drug/test)
Make and ensure that values are flowing without interruptions from beginning to end (Staff and patients move continuously from check-in to exit; No waiting room, no staff waiting; Errors surface immediately)
Let the patient pull value from our process (Pull the appointment or med refill when you want it)
Pursue perfection as key values (Every day, every clerk, doctor, nurse thinks about how to redesign work to improve value to the customer, and ease for us)
Value is determined by the customer…not the provider!
Arab Health 2008

19. Eight Forms of Waste in Healthcare
Overproduction and Production of Unwanted Products:
Any healthcare service that does not add value to the patient ; Antibiotics for respiratory infections; CT screening for coronary disease with no symptoms
Material Movement:
Moving patients, meds, specimens, samples, equipment
Worker Motion:
Searching for patients, meds, charts, supplies, paperwork; Long clinic halls; No printer in exam room for prescriptions, patient education
Waiting:
ER staff waiting for admission can’t see the next patient; Waiting for test results, records, information; Nurse waits for med, blood draw, transport, OR cleaning
Over-processing:
Bed moves, retesting, repeat paperwork, repeat registration, multiple consent forms, logging requests
Inventory:
Bed assignments, pharmacy stock, lab supplies, specimens awaiting analysis; Patient waiting for anything – tests, visits, discharge, phone cues
Correction of defects:
Medication errors, wrong patient, wrong procedure, missing or incomplete information, blood re-draws, misdirected results, wrong bills
Wasted creativity of employees:
Resident trying to find a Livonia infusion center
Arab Health 2008

20. “Lean thinking” – from the overall approach to customer value
“Lean” does not mean “cheap”; lean means to focus on the production and distribution of the kind of services which have “real value” for the customer. Everything else has to be identified and eliminated as WASTE.
In Healthcare it refers to establishing a strong focus on:
Healthy environment & lifestyle
Preventive medicine
Centre of Excellence for Medical Diagnostics
Curative Medicine: Quick – Competent – Controlled
Elimination of tests, treatments, steps, processes, duplications and repetitions that do not add
value; Appropriateness – key dimension of quality in health care!
Medical & Social Rehabilitation
IT supported decision processes in medicine and management
If its not worth doing, its not worth doing well.
Arab Health 2008

21. Best practice….
Barbara Sweeney, RN, operating room clinical advisor, was surprised to learn that it took 57 steps in the central processing department (CPD) to prepare an operating room case cart with supplies for patients’ procedures. “I never considered looking at each step. I was focused on the end result” she recalls.
Today, the same process takes 24 steps – a 58 percent reduction – thanks to some collective “lean thinking” by staff. Lean thinking at BIDMC is the product of the Lean Pilot Program begun last September to give employees tools to increase productivity, efficiency, and employee and patient satisfaction.
Arab Health 2008

22. WASTE Categorisation of Waste in Healthcare Source: GMS Training
CURRENT THINKING
REQUIRED THINKING
Correction
15 %
Processing
TYPES OF WASTE
Over
Production
WASTE
Inventory
Waiting
Motion
Unevenness
Staff
Material
Movement
85 %
Unreasonableness
WASTE IS NOT DEFINED
“Too little too late”
REACTIVE improvement
WASTE IS "TANGIBLE"
Identifying small opportunities for change can result in BIG IMPROVEMENTS
Arab Health 2008
Source: GMS Training

23. Doing more with less Improved quality and efficiency
Improved patient care and experience
Improved safety and reduced mortality
Reduced length of stay
Reduced waste
Lower costs
Reduced delays
Improved staff morale
Lean thinking, developed from the Toyota Production System, has been applied in many sectors to reduce waste and improve efficiency. Whilst healthcare and manufacturing are very different fields, they both require the efficient integration of people, processes and technology. The language and the sequence of changes may differ, but the Lean principles work everywhere and can significantly contribute to service transformation.
Improve efficiency, reduce waste and costs - combined with a pragmatic, common sense approach to service transformation.
Arab Health 2008

24. Six Sigma & Lean Management
Six Sigma is focused on reducing variation and improving process yield by following a problem-solving approach using statistical tools.
Lean is primarily concerned with eliminating waste and improving flow by following the Lean principles and a defined approach to implement each of these principles.
Arab Health 2008

25. Lean Management & Strategy of Growth
Emaar Healthcare Group
is guided by a vision - to become a leader in the sector by unveiling initiatives and delivering quality medical care that spearheads and supports the burgeoning healthcare industry in the region. 
has a clearly defined development plan for healthcare, which involves integrating advanced medical infrastructure in all key centres and forming strategic tie-ups with renowned medical specialists to bring about and set best practice standards in all the regions it serves. 
has a mission to enhance quality of life, by ensuring that integrated healthcare services of international standards are accessible and affordable to the people. It will also manage innovative initiatives that support the healthcare sector regionally and globally.
Emaar Healthcare strives to achieve these ambitious goals and consequently add values to customers and shareholders.
Arab Health 2008

26. Agreement of Interests ….
To add value in Healthcare means
Providing medical services as an integrated system of services in preventive medicine, health promoting services, curative and rehabilitative medicine
Evidence based and in controlled and documented quality according to international standards
In an effective managerial and structural manner such that the required investments generate an IRR which encourages further private investments in healthcare
LEAN MANAGEMENT in clinical structures and processes is besides other industry approved management tools such as Six Sigma, an important prerequisite for improvements in such key values as Medical Quality, Economic Efficiency & Financial Profitability for both the Patients & the Shareholders of Emaar.
Arab Health 2008

27. “Lean” is reminding us …..
ήώδπεσ
means “hospes”; it’s an old Greek word for “guest”. HOSPES has led to the term HOTEL and to HOSPITAL
Emaar healthcare will serve the customers (patients) as guests
Quick – Competent – Controlled
Efficient, avoids wasting time, money and human resources, focused on customer expectations and follows a pragmatic, common sense approach in order to concentrate only on the essentials…
Arab Health 2008

28. How to put “lean management” into practice: Example 1 : Primary Care Clinics
Centralized Administration & Management
Centralized IT, LIS, RIS, PACS,MIS & HIS
All patient information (records) available on the doctors screen in 30 seconds
Waiting time for confirmed appointments < 10 minutes; for spontaneous visits 20 minutes; for emergency cases 150 seconds
20 appointments per physician (limited) per day
Standards:
Parking places/ valet parking; café / other refreshments; childcare
Effects:
The physicians are free of “paperwork” and have time for patients
The patient is treated as a guest
Both parties are satisfied
Arabian Ranches The Meadows The Greens
Arab Health 2008

29. Example 2: Burj Dubai Medical Centre
The same as example 1, but in addition :
Advanced diagnostics, early detection,
treatment and rehabilitation for outpatients
Highly qualified specialists of app. 100
branches of medicine from top international
medical institutions
State-of-the-art technologies to detect disease
at the earliest stages and modern methods of
treatment and day surgery (including radio-
surgery)
JCI accredited management with patient
focused KPI’s (e.g.)
% of admitted Patients per Time Range
average waiting time < 10’
% answered Incoming Calls within 90 sec=90%
% answered Calls / 60 secs.
% Patients postponed < 10 %
Arab Health 2008

30. Example 3: Mother & Child Hospital
Part of an integrated cluster of Emaar Healthcare facilities
Medical Services & Patient reference through all levels of patient care including access to all medical data for physicians.
Regional tailored program of medical services which include:
Specialized pediatric & maternal/ fetal care
Health & beauty for women
Evidence based Gentle Medicine &
Wellness
Family Medicine & Home Care Service
Mental Health & Counseling
Professional “lean structured” management;
Administrative processes as centralized as possible; JCI accreditation process starting from day one.
Arab Health 2008

31. Example 4: Specialty Hospital – Centre of Medical Excellence
Centre for tertiary & quaternary care in dedicated fields, highly specialized surgery and medical rehabilitation.
The centre is affiliated with other leading centres of the world in this medical specialty; previously patients needing this service were sent to Europe.
Now this service will be available at the same quality but lower costs (more cost effective because no travel required)
No waiting time
Professional management, using centralised service functions of Emaar Healthcare
Arab Health 2008

32. Example 5: Health Care Cities
Health Care city projects are currently at the master planning stage for three dedicated Emaar Community Locations in the MENA region.
The master plan involves the complex vertical and horizontal integration of healthcare facilities at all levels (primary-secondary- tertiary- quaternary care) as well as complementary and supportive services, to meet carefully checked patient needs and expected market developments.
The philosophy and practice of “lean management” will help to avoid ineffective structures and over supplying of capacities
Are
Arab Health 2008

33. Thank you so much for your attention !
Arab Health 2008