,Preface ....................................................................................................................................... xvii
SectionfIf IntroductionfandfOverview
Chapterf1.f Foundationsf off Well-Managedf Healthcaref Organizations ......3
Chapterf2.f Creatingf andf Sustainingf af Transformationalf Culture............. 35
Chapterf 3.fff Buildingf Continuousf Improvement................................................ 63
Chapterf4.fffEstablishingf Strategicf Governance ................................................. 99
SectionfIIf Clinicalf Excellence
Chapterf 5.fff Foundationsf off Clinicalf Excellence .............................................. 139
Chapterf 6.fff Thef Clinicalf Stafff Organization ...................................................... 173
Chapterf 7.fff Nursing .................................................................................................... 209
Chapterf8.fffClinicalf Supportf Services ................................................................. 241
Chapterf 9.fff Populationf Health ............................................................................... 273
SectionfIIIf LogisticfandfStrategicfSupport
Chapterf10.f Knowledgef Management ................................................................. 307
Chapterf11.f Humanf Resources ............................................................................... 337
Chapterf12.f Environmentf off Care ......................................................................... 369
Chapterf13.f Financialf Management...................................................................... 401
Chapterf14.fffInternalf Consulting ............................................................................. 439
Chapterf15.f Marketingf andf Strategy .................................................................... 471
Glossary .................................................................................................................................... 507
Index ......................................................................................................................................... 515
Aboutf thef Authors ................................................................................................................. 557
, v
Preface ....................................................................................................................................... xvii
BRIEF CONTENTS f
SectionfIf IntroductionfandfOverview
Chapterf1.f Foundationsf off Well-Managedf Healthcaref Organizations ......3
Purpose:f Missionf off Healthcaref Organizations ...........................4
Definingf Excellence ..................................................................................5
Excellencef inf Patientf Care ................................................................5
Excellencef inf Populationf Health....................................................6
Sourcesf forf Thef Well-
Managedf Healthcaref Organization.6fTeamf Structuref off Twen
ty-First-Centuryf Care..............................................................................7
ClinicalfTeams—
InterprofessionalfCarefandfClinicalfSupport .......................7
Clinicalf Supportf Teams......................................................................9
Logisticf andf Strategicf Teams...........................................................9
Currentf Trends................................................................................... 10
Stakeholders............................................................................................ 10
PatientsfandfFamilies ....................................................................... 11
Associates ............................................................................................. 12
Otherf Customerf Partners .............................................................. 12
Otherf Providerf Partners ................................................................. 15
StakeholderfInfluence:fNetworking,fCoalitionf Building,fand
f Legalf Controls ............................................................................. 15
Thef Healthcaref Marketplace ............................................................ 16
Thef Originf andf Developmentf off HCOs ................................16
Thef Currentf Americanf Marketplace ......................................... 17
Thef Hospitalf Sector.......................................................................... 18
Physicianf andf Otherf Healthf Services ........................................ 20
Post-Acutef andf Specialtyf Care ..................................................... 20
Otherf Sectorsf off thef Healthcaref Economy ............................. 21
Achievingf Excellencef inf HCOs.....................................................21
vii
Transformationalf Culture ............................................................. 22
Continuousf Improvement ............................................................ 23
Commitmentf tof Evidence ............................................................. 23
Leaders.................................................................................................. 24
, Thef Rolef off Strategicf Teams ........................................................ 25
Managingf andf Leadingf Excellentf Healthcare
Organizations ................................................................................... 25
ReducingfVariationfinfHealthcarefOrganizationfPerformanc
e ......................................................................................................... 26
Meetingf thef Needsf off Clinicalf Caref Teams ............................ 27
Supportingf Continuousf Improvement .................................... 28
PracticefApplications ........................................................................... 29
Notes .......................................................................................................... 30
Chapterf2.f Creatingf andf Sustainingf af Transformationalf Culture............. 35
Purpose ..................................................................................................... 36
Functions.................................................................................................. 37
Empowerf HCOfAssociates ........................................................37
Promotef Servicef Excellence ......................................................... 39
Communicate ..................................................................................... 43
Definef andf Modelf Values............................................................... 46
Reward-Associatedf Contribution .............................................. 48
Protectf HCOf Assets .....................................................................50
Improvef Continuously.................................................................... 53
People ........................................................................................................ 53
Measures .................................................................................................. 55
ManagerialfLeadership ....................................................................... 56
Explainingf thef Culture ................................................................... 57
PracticefApplications ........................................................................... 59
Notes .......................................................................................................... 60
Chapterf 3.fff Buildingf Continuousf Improvement ............................................... 63
Purpose ..................................................................................................... 64
Functions.................................................................................................. 64
MonitorfStakeholderfNeedsfandf Identifyf ResponsivefGoals
............................................................................................................ 66
Providef Evidence-Basedf Information ...................................... 68
Long-f andf Short-Termf Forecasts ............................................... 74
CoordinatedfGoals,fLogistics,fandfSupport:fThefAnnualfPlan
ningf Calendar ............................................................................... 78
Designf Corporatef Structure ......................................................... 79
Supportf HCO-widef Processf Analysis........................................ 83
Improvef Continuously .................................................................... 88
People......................................................................................................... 89
Measures ................................................................................................... 90
ManagerialfLeadership........................................................................ 92
Makingf thef Casef forf Continuousf Improvement .................. 92
SectionfIf IntroductionfandfOverview
Chapterf1.f Foundationsf off Well-Managedf Healthcaref Organizations ......3
Chapterf2.f Creatingf andf Sustainingf af Transformationalf Culture............. 35
Chapterf 3.fff Buildingf Continuousf Improvement................................................ 63
Chapterf4.fffEstablishingf Strategicf Governance ................................................. 99
SectionfIIf Clinicalf Excellence
Chapterf 5.fff Foundationsf off Clinicalf Excellence .............................................. 139
Chapterf 6.fff Thef Clinicalf Stafff Organization ...................................................... 173
Chapterf 7.fff Nursing .................................................................................................... 209
Chapterf8.fffClinicalf Supportf Services ................................................................. 241
Chapterf 9.fff Populationf Health ............................................................................... 273
SectionfIIIf LogisticfandfStrategicfSupport
Chapterf10.f Knowledgef Management ................................................................. 307
Chapterf11.f Humanf Resources ............................................................................... 337
Chapterf12.f Environmentf off Care ......................................................................... 369
Chapterf13.f Financialf Management...................................................................... 401
Chapterf14.fffInternalf Consulting ............................................................................. 439
Chapterf15.f Marketingf andf Strategy .................................................................... 471
Glossary .................................................................................................................................... 507
Index ......................................................................................................................................... 515
Aboutf thef Authors ................................................................................................................. 557
, v
Preface ....................................................................................................................................... xvii
BRIEF CONTENTS f
SectionfIf IntroductionfandfOverview
Chapterf1.f Foundationsf off Well-Managedf Healthcaref Organizations ......3
Purpose:f Missionf off Healthcaref Organizations ...........................4
Definingf Excellence ..................................................................................5
Excellencef inf Patientf Care ................................................................5
Excellencef inf Populationf Health....................................................6
Sourcesf forf Thef Well-
Managedf Healthcaref Organization.6fTeamf Structuref off Twen
ty-First-Centuryf Care..............................................................................7
ClinicalfTeams—
InterprofessionalfCarefandfClinicalfSupport .......................7
Clinicalf Supportf Teams......................................................................9
Logisticf andf Strategicf Teams...........................................................9
Currentf Trends................................................................................... 10
Stakeholders............................................................................................ 10
PatientsfandfFamilies ....................................................................... 11
Associates ............................................................................................. 12
Otherf Customerf Partners .............................................................. 12
Otherf Providerf Partners ................................................................. 15
StakeholderfInfluence:fNetworking,fCoalitionf Building,fand
f Legalf Controls ............................................................................. 15
Thef Healthcaref Marketplace ............................................................ 16
Thef Originf andf Developmentf off HCOs ................................16
Thef Currentf Americanf Marketplace ......................................... 17
Thef Hospitalf Sector.......................................................................... 18
Physicianf andf Otherf Healthf Services ........................................ 20
Post-Acutef andf Specialtyf Care ..................................................... 20
Otherf Sectorsf off thef Healthcaref Economy ............................. 21
Achievingf Excellencef inf HCOs.....................................................21
vii
Transformationalf Culture ............................................................. 22
Continuousf Improvement ............................................................ 23
Commitmentf tof Evidence ............................................................. 23
Leaders.................................................................................................. 24
, Thef Rolef off Strategicf Teams ........................................................ 25
Managingf andf Leadingf Excellentf Healthcare
Organizations ................................................................................... 25
ReducingfVariationfinfHealthcarefOrganizationfPerformanc
e ......................................................................................................... 26
Meetingf thef Needsf off Clinicalf Caref Teams ............................ 27
Supportingf Continuousf Improvement .................................... 28
PracticefApplications ........................................................................... 29
Notes .......................................................................................................... 30
Chapterf2.f Creatingf andf Sustainingf af Transformationalf Culture............. 35
Purpose ..................................................................................................... 36
Functions.................................................................................................. 37
Empowerf HCOfAssociates ........................................................37
Promotef Servicef Excellence ......................................................... 39
Communicate ..................................................................................... 43
Definef andf Modelf Values............................................................... 46
Reward-Associatedf Contribution .............................................. 48
Protectf HCOf Assets .....................................................................50
Improvef Continuously.................................................................... 53
People ........................................................................................................ 53
Measures .................................................................................................. 55
ManagerialfLeadership ....................................................................... 56
Explainingf thef Culture ................................................................... 57
PracticefApplications ........................................................................... 59
Notes .......................................................................................................... 60
Chapterf 3.fff Buildingf Continuousf Improvement ............................................... 63
Purpose ..................................................................................................... 64
Functions.................................................................................................. 64
MonitorfStakeholderfNeedsfandf Identifyf ResponsivefGoals
............................................................................................................ 66
Providef Evidence-Basedf Information ...................................... 68
Long-f andf Short-Termf Forecasts ............................................... 74
CoordinatedfGoals,fLogistics,fandfSupport:fThefAnnualfPlan
ningf Calendar ............................................................................... 78
Designf Corporatef Structure ......................................................... 79
Supportf HCO-widef Processf Analysis........................................ 83
Improvef Continuously .................................................................... 88
People......................................................................................................... 89
Measures ................................................................................................... 90
ManagerialfLeadership........................................................................ 92
Makingf thef Casef forf Continuousf Improvement .................. 92
