Just doing some surfing this morning and noticed your forum/ post. Please excuse if my comments are out of context.

Physicians are expected to rate their judgement highly and for good reason- however, that has no direct correlation to their abilities to run businesses nor understand organizational concepts (though most probably don’t know that).

The problems in hospitals are going to be physician driven. This is because of the politics associated with negotiating for higher pay in a declining reimbursement environment. They will point the finger at the hospital administration, regulations, and unfair litigious obligation… who will point along to government, insurance providers, and patients who abuse the system/ don’t pay.

What most physicians do understand is triage and patient care. So I presume most care about doing the right thing and believe they know what to do- if “properly staffed, supported, and paid”. They are obliged to (i.e. need for receptionists). Any mention of practical business process in that environment is quickly absorbed into the whining, politics, and “production overload”.

The implementation requirements to affect the healthcare system require buy-in from all stakeholder levels from patients all the way to government. I understand sitting there in an emergency room seeing the missed communications etc. suggests to you a simple organizational level focus on improvement is the prescription. However, my opinion is that will only treat the symptoms and will not be sustainable. Not a politically good move to endorse, back, and drive.

I agree this is a perfect environment to utilize improvement methodologies and experience. However, I think almost better to build your own system across the street rather than negotiating improvement solutions into a system that is vehimently opposed to any form of personal ownership or buy in. Its an entreprenuerial solution- probably a more direct, immediate, and cost-effective solution to the problem you want to solve.

My two cents anyway

Lee

Fantastic post! Attacking complexity as the reason for standardization is a great response to this common pushback in healthcare.

Your blog is inspiring, informative, and awesome. Keep up the great work!

I can’t tell you how grateful I am that you posted this today.

I too made a decision to work in healthcare after an experience that sounds very similar to what you described. For me, it came during my first year in Seattle (2005) and was a lengthy hospitalization that was chock full of mistakes, wasteful procedures, bills up to my ears, and worst of all–I was sicker than I was when I walked in 46 days earlier. It ultimately ended up in a major surgery that had complications, not to mention a pretty big impact on my body.

I think keeping this in front of us is essential, especially in light of some of the “push back” we can get from time to time working with leaders, physicians, nurses, etc. Although sharing these experiences is difficult (and at times, awkward for those listening) it truly puts in the “voice of the customer” and reminds us and those around us why we do the work we do.

I never want a patient to go through the nonsense your family and mine has gone through, and that is not a slam against providers or certain hospitals–just a daily reminder of why I’ve chosen this path.