By Jay Juffre

For the past few months, we have been looking at what the best health systems and independent medical providers are doing to drive patient care. These innovative organizations are focusing on key initiatives which are driving referrals, long-term loyalty and ultimately increased revenues. This month the focus is on improving the culture as it relates to operational excellence or continuous quality improvement. The old saying, what got you here won’t get you there, could never be more true than in the medical arena. The best of the best are constantly looking at how they drive patient care and asking the simple question, ‘how can we get better?’ These organizations are getting a two for one benefit by involving the staff in developing ideas on how to find a better way, every day. Not only do the teams develop and test ways to improve the overall patient experience, but there is also an inherent improvement on staff engagement in the process. Involving the patients, both directly and indirectly, is also key. Feedback both positive and negative is gold if you are looking to improve things. Whether it be by asking the patient directly, looking at survey data, or by examining trends in patient returns or referrals, determining ways to improve on what is working or change what is not, is huge. When we speak with customers about their approach to continuous improvement, there are generally two reactions. There is either a list of key things they are focused on or a vacant stare. If your team is in the latter category, there is no time like today to get started. Huddle up and brainstorm the biggest opportunities you have, or roadblocks patients are facing when they come to you for care? Ease and impact the list and focus on trying to improve the top couple of items. Once you get those going in the right direction, pick two more. Before you know it, you will see great things happening which will drive revenues to unexpected new heights. Enjoy the journey!

Jay Juffre is Executive Vice President, Total Customer Experience, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit www.imagefirst.com.