1. SSM Health Care Category 6: Process Management

2. SSMHC Process Management Framework Health Care Delivery Processes Support Processes Business Processes AdmitAdmit AssessAssess TreatTreat DischargeDischarge PhysiciansPhysicians SuppliersSuppliers FinanceFinance Human ResourcesHuman Resources Facilities ManagementFacilities Management Information SystemsInformation Systems

3. Quality Journey: Process Focus CQI Principles CQI Principles – Quality is achieved through people – All work is part of a process – Decision-making by facts – Quality requires continuous improvement – Patients & other customers are our first priority

4. CQI Model – Process Design Approach Identify Opportunity Conceptual Design Analysis Implement New Process Results Standard- ization Future Plans PlanDoCheckActPlan

5. CQI Model/PDCA in Practice Slow start Slow start CQI model undergoes cycles of improvement CQI model undergoes cycles of improvement How we determine when to appoint a team How we determine when to appoint a team The essential link The essential link with strategic planning with strategic planning Embedded in our culture Embedded in our culture

6. Health Care Delivery Model

7. Support Processes Finance Finance –Finance/Patient Accounts/Collections Human Resources Human Resources Facilities Management Facilities Management –Housekeeping –Maintenance/Clinical Engineering Services Information Systems Management Information Systems Management –Information Systems & HIM (Medical Records)

8. Business Processes Supply chain management Supply chain management –Economies of Scale –Vendor relationships –Managing the supply chain management process –Performance measures

9. Business Processes Physician partnering Physician partnering

10. Physician Partnering SSMHC Clinical Collaboratives SSMHC Clinical Collaboratives –Consistent with our mission –Draw on CQI framework –Build on participation in national health care collaboratives

11. Clinical Collaboratives The Collaborative mission The Collaborative mission –To provide an environment conducive to the discovery and development of clinical improvements that can be easily and rapidly diffused so that all entities and SSMHC patients can benefit from the improved value of care

12. Clinical Collaboratives Start of Collaborative Design Collaborative Prework Phase Continuous Improvement Phase Active phase Send out invitation Team formation and data collection Learning session #1 Project work and completion Learning session #2 Data collection every 3 months Conference calls every 2 months

13. Clinical Collaboratives Improving the Secondary Prevention of Ischemic Heart Disease (1/99) Improving the Secondary Prevention of Ischemic Heart Disease (1/99) Improving Prescribing Practices (5/99) Improving Prescribing Practices (5/99) Using Patient Information to Improve Care (11/99) Using Patient Information to Improve Care (11/99) Enhancing Patient Safety Through Safe Systems (3/00) Enhancing Patient Safety Through Safe Systems (3/00) Improving the Treatment of Congestive Heart Failure (11/00) Improving the Treatment of Congestive Heart Failure (11/00) Achieving Exceptional Safety in Health Care (1/02) Achieving Exceptional Safety in Health Care (1/02)

14. Secondary Prevention Good

15. Achieving Exceptional Safety in Health Care Good

16. Benefits of the Collaboratives Improve the quality and value of patient care Improve the quality and value of patient care Create a network of clinical experts Create a network of clinical experts Have an established process for responding to changes in the health care environment Have an established process for responding to changes in the health care environment Foster organizational learning Foster organizational learning

17. Organizational Learnings Continuous improvement requires both an unyielding commitment and flexibility. Continuous improvement requires both an unyielding commitment and flexibility. Measurement is essential. Measurement is essential. Find creative ways to share best practices and learning across the organization. Find creative ways to share best practices and learning across the organization. Nurture relationships with your partners. Nurture relationships with your partners.