Of killer whales, SeaWorld and quality improvement
It’s no secret that healthcare has borrowed quality improvement lessons from other sectors, including the aviation and automobile industries. But for the nearly 6,000 attendees who made their way down to Orlando, Fla., for the Institute for Healthcare Improvement’s 22nd annual National Forum, the options didn’t end there.
Participants in the National Forum’s pre-conference field trips could choose from an array of daylong excursions, all of which aimed to pro- vide lessons in safety, reliability and process improvement from local businesses. Interested in managing complex systems and improving throughput in your organization? How about a special tour of SeaWorld?
Are curbing overuse and inefficiency at the top of your priority list? The experts at the area’s Waste Management materials recovery facility were on hand to show attendees how they use Lean principles to manage recycling and workplace safety.
Another outing offered a guided, behind-the-scenes tour of the Central Florida Zoo for lessons in patient care and safety. Two trips featured Universal Orlando Resort; one focused on how to boost cus- tomer satisfaction scores, the other on safety and reliability.
“The HCAHPS scores are public, and along with word-of-mouth recommendations, they are known to attract more patients, providers and payers, all leading to a stronger revenue picture for hospitals,” IHI says in its conference brochure. “Participants will learn how this theme park industry giant approaches customer service through their staff training and management of customer expectations.”
Although the IHI has included such field trips in past conference schedules, this year’s offerings were much more extensive, a spokeswoman told Outliers. And feedback from attendees also was very positive, she added.
The lesson at SeaWorld: managing complex systems.