,Preface..................................................................................................................................xvii
Sectionx Ix Introductionx andx O verview
Chapter x1.x Foundationsx ofx Well-Managedx Healthcarex Organizations... 3
Chapter x2.x Creatingxandx Sustainingx ax Transformational x Culture .........35
Chapter x3.xxxBuildingx Continuousx Improvement ...........................................63
Chapter x4.xxxEstablishingx Strategicx Governance.............................................99
Sectionx IIx Clinicalx Excellence
Chapter x5.xxxFoundationsx ofx Clinicalx Excellence ......................................... 139
Chapter x6.xxx Thex Clinicalx Staffx Organization................................................. 173
Chapter x7.xxxNursing............................................................................................... 209
Chapter x8.xxxClinicalx Support x Services ............................................................ 241
Chapter x9.xxx Populationx Health.......................................................................... 273
Section xIIIx Logistic x andx Strategicx Support
Chapter x10.x Knowledgex Management........................................................... 307
Chapter x11.x Humanx Resources ........................................................................ 337
Chapter x12.x Environment x ofx Care................................................................... 369
Chapter x13.x Financial x Management ............................................................... 401
Chapter x14.xxxInternalx Consulting ..................................................................... 439
Chapter x15.x Marketingx andx Strategy ............................................................. 471
Glossary ............................................................................................................................... 507
Index..................................................................................................................................... 515
Aboutx thex Authors............................................................................................................ 557
, v
Preface .................................................................................................................................. xvii
BRIEF CONTENTS x
Sectionx Ix Introductionx andx O verview
Chapter x1.x Foundationsx ofx Well-Managedx Healthcarex Organizations .3
Purpose: x Missionx ofx Healthcarex Organizations.........................4
Definingx Excellence ...............................................................................5
Excellencex inx Patient x Care ............................................................5
Excellencex inx Populationx Health ................................................6
Sourcesx forx Thex Well-
Managedx Healthcarex Organization.6xTeamx Structurex ofx Twe
nty-First-Centuryx Care.......................................................................7
ClinicalxTeams—
Interprofessional xCarexandxClinicalxSupport ....................7
Clinicalx Supportx Teams ..................................................................9
Logisticx andx Strategicx Teams.......................................................9
Current x Trends............................................................................... 10
Stakeholders ........................................................................................ 10
PatientsxandxFamilies................................................................... 11
Associates ......................................................................................... 12
Otherx Customerx Partners........................................................... 12
OtherxProviderx Partners ............................................................. 15
StakeholderxInfluence: xNetworking,xCoalitionx Building,xan
dx Legalx Controls ...................................................................... 15
Thex Healthcarex Marketplace......................................................... 16
Thex Originx andx Development x ofx H COs ................................ 16
Thex Current x Americanx Marketplace ...................................... 17
Thex Hospitalx Sector...................................................................... 18
Physicianx andx Otherx Healthx Services .................................... 20
Post-Acutex andx Specialtyx Care................................................. 20
Otherx Sectorsx ofx thex Healthcarex Economy .......................... 21
Achievingx Excellencex inx HCOs ..................................................... 21
vii
Transformational x Culture .......................................................... 22
Continuousx Improvement ......................................................... 23
Commitmentx tox Evidence.......................................................... 23
Leaders.............................................................................................. 24
, Thex Rolex ofx Strategicx Teams ..................................................... 25
Managingx andx Leadingx Excellentx Healthcare
Organizations ................................................................................ 25
ReducingxVariationxinxHealthcarexOrganizationxPerforman
ce.................................................................................................... 26
Meetingx thex Needsx ofx Clinicalx Carex Teams ........................ 27
Supportingx Continuousx Improvement ................................. 28
PracticexApplications ....................................................................... 29
Notes ...................................................................................................... 30
Chapter x2.x Creatingx andx Sustainingx ax Transformational x Culture ...... 35
Purpose ................................................................................................. 36
Functions .............................................................................................. 37
EmpowerxHCOxAssociates.......................................................... 37
Promotex Servicex Excellence ...................................................... 39
Communicate .................................................................................. 43
Definex andx Modelx Values............................................................ 46
Reward-Associatedx Contribution ........................................... 48
Protectx HCOx Assets ...................................................................... 50
Improvex Continuously ................................................................ 53
People .................................................................................................... 53
Measures............................................................................................... 55
ManagerialxLeadership ................................................................... 56
Explainingx thex Culture ............................................................... 57
PracticexApplications ....................................................................... 59
Notes ...................................................................................................... 60
Chapter x3.xxxBuildingx Continuousx Improvement......................................... 63
Purpose ................................................................................................. 64
Functions .............................................................................................. 64
MonitorxStakeholderxNeedsxandx Identifyx ResponsivexGoal
s ...................................................................................................... 66
Providex Evidence-Basedx Information ................................... 68
Long-x andx Short-Term x Forecasts............................................ 74
Coordinated xGoals,xLogistics,xandxSupport: xThexAnnualxPla
nningx Calendar......................................................................... 78
Designx Corporatex Structure ...................................................... 79
Supportx HCO-widex Processx Analysis .................................... 83
Improvex Continuously................................................................. 88
People..................................................................................................... 89
Measures ............................................................................................... 90
ManagerialxLeadership.................................................................... 92
Makingx thex Casex forx Continuousx Improvement............... 92
Sectionx Ix Introductionx andx O verview
Chapter x1.x Foundationsx ofx Well-Managedx Healthcarex Organizations... 3
Chapter x2.x Creatingxandx Sustainingx ax Transformational x Culture .........35
Chapter x3.xxxBuildingx Continuousx Improvement ...........................................63
Chapter x4.xxxEstablishingx Strategicx Governance.............................................99
Sectionx IIx Clinicalx Excellence
Chapter x5.xxxFoundationsx ofx Clinicalx Excellence ......................................... 139
Chapter x6.xxx Thex Clinicalx Staffx Organization................................................. 173
Chapter x7.xxxNursing............................................................................................... 209
Chapter x8.xxxClinicalx Support x Services ............................................................ 241
Chapter x9.xxx Populationx Health.......................................................................... 273
Section xIIIx Logistic x andx Strategicx Support
Chapter x10.x Knowledgex Management........................................................... 307
Chapter x11.x Humanx Resources ........................................................................ 337
Chapter x12.x Environment x ofx Care................................................................... 369
Chapter x13.x Financial x Management ............................................................... 401
Chapter x14.xxxInternalx Consulting ..................................................................... 439
Chapter x15.x Marketingx andx Strategy ............................................................. 471
Glossary ............................................................................................................................... 507
Index..................................................................................................................................... 515
Aboutx thex Authors............................................................................................................ 557
, v
Preface .................................................................................................................................. xvii
BRIEF CONTENTS x
Sectionx Ix Introductionx andx O verview
Chapter x1.x Foundationsx ofx Well-Managedx Healthcarex Organizations .3
Purpose: x Missionx ofx Healthcarex Organizations.........................4
Definingx Excellence ...............................................................................5
Excellencex inx Patient x Care ............................................................5
Excellencex inx Populationx Health ................................................6
Sourcesx forx Thex Well-
Managedx Healthcarex Organization.6xTeamx Structurex ofx Twe
nty-First-Centuryx Care.......................................................................7
ClinicalxTeams—
Interprofessional xCarexandxClinicalxSupport ....................7
Clinicalx Supportx Teams ..................................................................9
Logisticx andx Strategicx Teams.......................................................9
Current x Trends............................................................................... 10
Stakeholders ........................................................................................ 10
PatientsxandxFamilies................................................................... 11
Associates ......................................................................................... 12
Otherx Customerx Partners........................................................... 12
OtherxProviderx Partners ............................................................. 15
StakeholderxInfluence: xNetworking,xCoalitionx Building,xan
dx Legalx Controls ...................................................................... 15
Thex Healthcarex Marketplace......................................................... 16
Thex Originx andx Development x ofx H COs ................................ 16
Thex Current x Americanx Marketplace ...................................... 17
Thex Hospitalx Sector...................................................................... 18
Physicianx andx Otherx Healthx Services .................................... 20
Post-Acutex andx Specialtyx Care................................................. 20
Otherx Sectorsx ofx thex Healthcarex Economy .......................... 21
Achievingx Excellencex inx HCOs ..................................................... 21
vii
Transformational x Culture .......................................................... 22
Continuousx Improvement ......................................................... 23
Commitmentx tox Evidence.......................................................... 23
Leaders.............................................................................................. 24
, Thex Rolex ofx Strategicx Teams ..................................................... 25
Managingx andx Leadingx Excellentx Healthcare
Organizations ................................................................................ 25
ReducingxVariationxinxHealthcarexOrganizationxPerforman
ce.................................................................................................... 26
Meetingx thex Needsx ofx Clinicalx Carex Teams ........................ 27
Supportingx Continuousx Improvement ................................. 28
PracticexApplications ....................................................................... 29
Notes ...................................................................................................... 30
Chapter x2.x Creatingx andx Sustainingx ax Transformational x Culture ...... 35
Purpose ................................................................................................. 36
Functions .............................................................................................. 37
EmpowerxHCOxAssociates.......................................................... 37
Promotex Servicex Excellence ...................................................... 39
Communicate .................................................................................. 43
Definex andx Modelx Values............................................................ 46
Reward-Associatedx Contribution ........................................... 48
Protectx HCOx Assets ...................................................................... 50
Improvex Continuously ................................................................ 53
People .................................................................................................... 53
Measures............................................................................................... 55
ManagerialxLeadership ................................................................... 56
Explainingx thex Culture ............................................................... 57
PracticexApplications ....................................................................... 59
Notes ...................................................................................................... 60
Chapter x3.xxxBuildingx Continuousx Improvement......................................... 63
Purpose ................................................................................................. 64
Functions .............................................................................................. 64
MonitorxStakeholderxNeedsxandx Identifyx ResponsivexGoal
s ...................................................................................................... 66
Providex Evidence-Basedx Information ................................... 68
Long-x andx Short-Term x Forecasts............................................ 74
Coordinated xGoals,xLogistics,xandxSupport: xThexAnnualxPla
nningx Calendar......................................................................... 78
Designx Corporatex Structure ...................................................... 79
Supportx HCO-widex Processx Analysis .................................... 83
Improvex Continuously................................................................. 88
People..................................................................................................... 89
Measures ............................................................................................... 90
ManagerialxLeadership.................................................................... 92
Makingx thex Casex forx Continuousx Improvement............... 92
