Our consulting team always takes a patient-focused, end-to-end, collaborative approach and this project was no different. A Philips-WMCHealth project team was agreed including clinicians and other staff, consultants, and management representatives. They were tasked to look at the challenge holistically, review data metrics and stakeholder input, discuss and test recommendations, and agree prioritized change initiatives which had the potential of making the greatest impact.
The consultants approached this challenge by first collecting comprehensive patient and system data, reviewing the scheduling guidelines, observing the staff workflow, and analyzing the facility layout.
Next, they looked to define what quality meant to the key stakeholders, including patients, family members, physicians, and staff by conducting one-on-one and group interviews, group workshops, and facilitated role-playing exercises. This allowed the team to interpret the data and operational analysis through the lens of the patient experience.