DailyKaizen

In the video, “Hitting the Wall,” Dr. Dave McCulloch talked about visiting with one of our Medical Center leaders in Burien, Washington. Here are the photos, and her explanation. What would it be like if you saw this data as a patient?

Here is what she said about this work:

This is our large bulletin board at Burien - it is in an area where small meetings take place, where folks eat and pass by multiple times a day.

We have designed our own one pager on access/supply/demand in the middle - with our priorities below - Continuity, access, quality and service in that order. The left side has the quality information. With a ring holding each teams individual providers quality scores. The right side has the same for the service information. On the opposite wall are two small bulletin boards with just information and decisions from previous all staff meetings.

To be honest the design of the board was for our IHI/Kaiser collaborative last year - but it was in the basement. When I came to Burien - admin moved out of the trailer in back and into the clinic - this near the admin wing so lots of traffic and high visibility.

Yesterday after pictures were taken (a few weeks ago), while putting up the new service information - we have one cluster that has much better scores. We put up stickers and arrows pointing this out and we’ll have conversations about what they are doing that is making the difference….

Imagine having a Medical Director of Clinical Improvement and Education who is so passionate about improvement, about being transparent, and always reflecting on his own process to be the best for his patients. Here’s David McCulloch, MD, in action. Dave also happens to be a nationally recognized patient-centered diabetologist; a mentor to a whole medical group of patient-centered physicians.

With thanks to our leadership for allowing us to try this approach. Please let us know what you think of it! As I mentioned in our last post, LEAN is changing our culture in many ways.

Enjoy. Filming and production credit go to Martin Stabler, MSW, another improvement champion.