Engagement of facility managers and support staff is a valuable and necessary step toward enhancing the overall patient experience. Support services have a unique, whole-system view of health care operations and are in a position to promote and improve the healing environment from beginning to end by helping to abolish a culture of silos. Both the physical environment and the clinical staff can affect the functioning of support services by helping or hindering their ability to perform duties. This session will demonstrate the importance of the support staff with a case study from Beth Israel Deaconess-Milton and will enable attendees to:
Discuss the benefits and long-term value of aligning clinical and non-clinical staff.
Describe a real-life example of health care facility managers affecting patient satisfaction.
Equate process improvements to better HCAHPS scores and higher reimbursement rates.
Use Lean process improvement methods to bridge the barriers between clinical and non-clinical staff.
Vice President, Lean Practitioner,
Haley & Aldrich
Vice President of Clinical and Support Services,
Beth Israel Deaconess Hospital - Milton
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