Of killer whales, SeaWorld and qual­ity im­prove­ment

Modern Healthcare - - News -

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.

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