1. 1 The RE-EMRGENCE of Clinical Service Line Management Professor:Mr.Ma Professor:Mr.Ma Student:Allen Student:Allen Number:9651008M Number:9651008M

2. 2 Introduction healthcare leaders are positioning their organizations for a more competitive environment characterized by expanding consumer choice models. healthcare leaders are positioning their organizations for a more competitive environment characterized by expanding consumer choice models. Bringing together clinical services in ways meaningful to patients can improve quality by better integrating care. Bringing together clinical services in ways meaningful to patients can improve quality by better integrating care.

3. 3 The Benefits of Service Line Management The potential benefits can include: The potential benefits can include: 1. Improved hospital-physicians relationships through joint management. 2. Better defined roles and responsibilities. 3. Greater coordination across the continuum of care. 4. Improved alignment of strategies. 5. Resource allocation decisions.

4. 4 In the short-term benefits 1. Provide a platform to facilitate decision making, leading to clinical synergies that provide consistent, quality care to the community. 2. Ability to create a brand identity associated with quality. 3. Increased market share for the components of the service line.

5. 5 In the long-term benefits 1. Alignment strategy that connects the hospitals and its physicians as partners. 2. Creates a continuum of care that achieves measurable outcomes. 3. Integrates the clinical and economic structures to provide quality outcomes. 4. Setting the stage for pay-for-performance.

6. 6 Swedish Medical Center has fully embraced the service line philosophy. has fully embraced the service line philosophy. Richard Keck believes the service line philosophy as the heart of Swedish's focus on customers. Richard Keck believes the service line philosophy as the heart of Swedish's focus on customers.

7. 7 A Little or A Lot: How Much Should You Embrace Service Line Management Every healthcare organization has some level of service line involvement. Every healthcare organization has some level of service line involvement. Q1:How extensive is their commitment to service lines? Q1:How extensive is their commitment to service lines? Q2:How much of an impact will it have on the basic structure of the organization? Q2:How much of an impact will it have on the basic structure of the organization?

8. 8 Cecily Lohmar categorizes service line implementation into four levels. Cecily Lohmar categorizes service line implementation into four levels. 1.Service Line Marketing 2.Service Line Leadership 3.Service Line Management 4.Service Line Organization

9. 9 Service Line Marketing The Focus on this strategy is marketing — with service lines existing in the marketing arena only. The Focus on this strategy is marketing — with service lines existing in the marketing arena only. This level is the easiest to implement. This level is the easiest to implement.

10. 10 Service Line Leadership Service line leaders are tasked with the responsibility of being champions or thought leaders in particular service areas. Service line leaders are tasked with the responsibility of being champions or thought leaders in particular service areas.

11. 11 Service Line Management Managers are both operational and strategic leaders. Managers are both operational and strategic leaders. This strategy facilitates more rapid responses to change and more awareness of market needs. This strategy facilitates more rapid responses to change and more awareness of market needs.

12. 12 Service Line Organization Requiring a complete organizational redesign. Requiring a complete organizational redesign. The benefit of this strategy is that sometimes entire culture shifts are easier than mixing a service line culture into a traditional one. The benefit of this strategy is that sometimes entire culture shifts are easier than mixing a service line culture into a traditional one.

13. 13 Service Line Management — Two Case Studies(Providence Hospital) The objectives in forming the Institute were to strategically align its members through providing a focused approach on selected orthopaedic and neurospine programs … etc. The objectives in forming the Institute were to strategically align its members through providing a focused approach on selected orthopaedic and neurospine programs … etc. The Institute provides clinical quality outcome measurement, innovative services in conjunction with physician offices, and community and professional educational opportunities; clinical services and efficient operations also were optimized. The Institute provides clinical quality outcome measurement, innovative services in conjunction with physician offices, and community and professional educational opportunities; clinical services and efficient operations also were optimized.

14. 14 Outcome Service line implementation helped the Institute increase operating room usage from two to six and surgical volumes increased 135 percent during the past two years. Service line implementation helped the Institute increase operating room usage from two to six and surgical volumes increased 135 percent during the past two years.

15. 15 The Institute also add some … Sports Health Division ： serve as a “ referral base ” for the emergency department and clinics. Sports Health Division ： serve as a “ referral base ” for the emergency department and clinics. Spine Center ： serve as a “ one-stop ” shop for back injury management. Spine Center ： serve as a “ one-stop ” shop for back injury management.

16. 16 To help educate the community, the Institute started Joint-to-Joint classes for patients. The Institute also developed a credentialing strategy for physicians. To help educate the community, the Institute started Joint-to-Joint classes for patients. The Institute also developed a credentialing strategy for physicians. Institute staff dramatically redesigned the preadmission testing process to improve surgical patient flow. Institute staff dramatically redesigned the preadmission testing process to improve surgical patient flow.

17. 17 Service Line Management — Two Case Studies(Maricopa Integrated Health System) William Vanaskie implemented service lines at other hospital systems and sums up the organization's rationale for implementing service lines as follows. William Vanaskie implemented service lines at other hospital systems and sums up the organization's rationale for implementing service lines as follows. the biggest obstacle will be to convince people to let go of the existing ways that Maricopa conducts business to improve outcomes. the biggest obstacle will be to convince people to let go of the existing ways that Maricopa conducts business to improve outcomes.

18. 18 Organizing for the Future The opportunities to actively involve physicians. The opportunities to actively involve physicians. Improve coordination of previously fragmented care. Improve coordination of previously fragmented care. Focus resources on areas of clinical excellence coalesce to create a level of care and service that better meets patient and family expectations. Focus resources on areas of clinical excellence coalesce to create a level of care and service that better meets patient and family expectations.

19. 19 ~Thanks for your attention~

20. 20 Q&A

21. 21 1.Brothers in harms 兄弟聯手 1.Brothers in harms 兄弟聯手 Mother ： Allen ， Jeff ， you have to clean every rooms before noon ， or you have not lunch. Mother ： Allen ， Jeff ， you have to clean every rooms before noon ， or you have not lunch. Jeff ： What ？ it ’ s impossible to be done. Jeff ： What ？ it ’ s impossible to be done. Allen ： Don ’ t worry ， only brothers in harms,we can achieve it. Allen ： Don ’ t worry ， only brothers in harms,we can achieve it.

22. 22 I am pulling your leg 我開玩笑的 I am pulling your leg 我開玩笑的 Laura ： Hey ， Cherry ， your mid-exam is not well ， Mr. Ma is already to meet you. Laura ： Hey ， Cherry ， your mid-exam is not well ， Mr. Ma is already to meet you. Cherry ： Really ？ Laura ， what can I do.(she is crying) Cherry ： Really ？ Laura ， what can I do.(she is crying) Laura ： Don ’ t look so bad ， I am pulling your leg. Laura ： Don ’ t look so bad ， I am pulling your leg.