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Organizational Culture. Influence on Patient Experience And Healthcare Innovation. Brandon Bacon University of Utah. Patient Experience. Interaction. Patient And Family. Patient and Family Culture. Organization Culture. Patient Experience. Poor experience. Good Experience.

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organizational culture

Organizational Culture

Influence on Patient Experience

And

Healthcare Innovation

Brandon Bacon

University of Utah

patient experience
Patient Experience

Interaction

Patient

And

Family

Patient and Family Culture

Organization Culture

patient experience1
Patient Experience

Poor experience

Good Experience

Poor experience

Healthcare System

Patient and Family

Culture

Culture

healthcare improvement methods
Healthcare Improvement Methods
  • Total Quality Management (TQM)
  • Continuous Quality Improvement (CQI)

Feedback

what s missing
What’s missing?
  • “…the difficulty in implementing successful total quality management (TQM) initiatives; four of five initiatives fail — despite the consensus that such efforts are essential to long-term organizational success.”
    • (emphasis added) Delmarva Foundation (Boan and Funderburk, 2003)
problem statement
Problem Statement

Despite agreement that patient centered-innovation is an important part of improved healthcare, many initiatives are unsuccessful due to cultural implications rather than poor idea generation.

investigation of organizational culture
Investigation of Organizational Culture

“The set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments.”

investigation of organizational culture1
Investigation of Organizational Culture

Culture can’t be dictated…

…but it can be facilitated

innovation center
Innovation center
  • A physical space for innovation
  • Provides a “place” for ideas to go
  • Integrates the idea of innovation into the culture of the organization
innovation process
Innovation process

Phase I

Phase II

Phase III

continuum for innovation center models
Continuum for Innovation Center Models

Open

Small Facility

Large Facility

Isolated

don t reinvent the wheel
Don’t reinvent the Wheel…
  • Technology
    • Department of Biomedical Engineering
  • Design
    • Bench 2 Bedside
  • Behavior
    • Simulation Learning Center

(Dept. of Nursing)

  • Commercialization
    • Lassonde New Venture Development Center
  • Culture
    • Behavior Standards and evaluations

http://how2droid2.blogspot.com/2011/01/collection-of-android-guides-and-best.html

technology
Technology

Located throughout the University and Hospital facilities. Involved in almost every technical area of medicine.

http://www.bioen.utah.edu/

http://www.ddmed.com/biomed.htm

design
Design

A medical device competition that brings medical, engineering, science, and business students together to develop and market a medical device product

http://www.techventures.utah.edu/b2b.php

commercialization
Commercialization

Opportunities to develop, patent, license, and implement new technology and process developments into internal and external medical services

http://www.techventures.utah.edu/b2b.php

http://www.tco.utah.edu/

http://www.lassonde.utah.edu/

behavior
Behavior

Simulation Learning Center

Center that allows nurses to practice basic procedures. These centers can also be used to prototype new procedures, care delivery methods, and patient room prototyping.

http://nursing.utah.edu/SLC/students_faculty.html

culture
Culture
  • Exceptional Patient Experience
    • Program that emphasizes quality care
  • New Employee Orientation
    • Introduction to the behavioral/culture expectations of the hospital
  • Continuous employee evaluations
    • Quantitatively evaluate the actions of healthcare personnel.
innovation center structure
Innovation Center Structure

Technology

Design

Patient

Culture

Behavior

Commercialization

can this work in healthcare
Can this work in Healthcare?
  • Do Innovation centers enhance healthcare mission and goals?
  • Do they impact the organizational cultural and empower personnel?
  • Are they financially sustainable?
case study mayo clinic
Case Study- Mayo Clinic
  • “Like a giant incubator, the center offers a unique space within Mayo Clinic for nurturing new ideas, enabling them to grow, mature and evolve until they are ready for patients.”
exam room redesign
Exam Room Redesign

Problem

Patients were calling with many questions that had been answered during their appointments. Many of them were confused or unsure of their treatment plan. This caused clinic aids to spend a lot of time on the phone.

http://nexus.som.yale.edu/design-mayo/?q=node/99

http://www.rmdtllc.net/pages/facilities.htm

exam room redesign1
Exam Room Redesign

Process

Integrated group of doctors, designers, etc. observed doctor-patient interactions and found many meetings didn’t require exam room equipment.

http://nexus.som.yale.edu/design-mayo/?q=node/99

http://www.coloncancerresource.com/image-files/colon-cancer-doctor-with-senior-patient.jpg

exam room redesign2
Exam Room Redesign
  • Solution and Results
    • Designed a consultation room similar to an office with a meeting table without any medical equipment
    • “wildly successful…”
    • Patients retained more information; decreased callbacks
    • Better patient experience

http://nexus.som.yale.edu/design-mayo/?q=node/99

case study kaiser permanente system wide innovation center
Case Study: Kaiser Permanente System-wide innovation center
  • “a living laboratory where ideas are tested and solutions are developed in a hands-on, mocked-up clinical environment.”
  • Developed in collaboration with IDEO
  • Any personnel within Kaiser can participate
  • Personnel involved include:
    • Doctors
    • Nurses
    • Clinical Support staff
    • Members
    • Technologists
    • Engineers
    • Architects
    • Designers
case study kaiser permanente
Case Study- Kaiser Permanente
  • 37,000 sq. ft
  • Home environment
  • Outpatient clinic
  • Inpatient units:
    • Med surg. Rooms
    • Critical care Patient room
    • Labor and Delivery Room
    • Operating Room
    • Emergency Department
    • Consult Room
    • Family waiting Room
    • Staff Unit/Nurse Work station units

http://xnet.kp.org/innovationcenter/about/index.htm

can this work in healthcare yes
Can this work in Healthcare?YES!
  • Hospital’s mission and goals enhanced through patient centered activities
  • Empowered culture that innovates within healthcare culture
  • Financial Sustainability through development of new models, techniques, and technologies
    • Bottom line and commercialization
conclusion
Conclusion
  • Innovation centers are a method of facilitating a culture focused on patient-centered innovation.