Using In-Common Laboratories to Diagnose & Improve Performance

Transcription

1 How In-Common Laboratories Uses Real-Time Dashboards and Business Intelligence to Improve Patient Service & Optimize Productivity Executive War College, April 30, 2013 Kris Bailey, CEO Hospital In-Common Laboratories, Inc.

2 Agenda In-Common Laboratories (HICL) Overview Key Challenges Standing in the Way of Excellence Imperatives for Change Strategic Approach Results Next in the Journey

3 In-Common Laboratory Private, Not for Profit, Canadian Corporation Founded in 1967 as a Hospital Cooperative To support publicly funded medical labs, a mission that persists today Brokerage firm for Medical Lab Tests Manages a sophisticated and complex laboratory testing referral network pan-canada and internationally One-stop consolidated and comprehensive referral system focused on quality Provides value-added services that extend the technical and production expertise of reference laboratories to benefit the entire health care community

4 In-Common Laboratory Principles Cost Effectiveness Access to Multiple Suppliers Transportation and Logistics Systems Centralized Customer Service An Interim Test Site

5 Specimen & Information Flow Our Model: Client Lab Physician Office Client Lab - Hospital Client Lab - Other In-Common Labs ON Ref Labs USA Ref Labs Cdn Ref Labs Bi-directional connectivity between Clients and In-Common Labs (Orders and Results) In-Common Labs connected to all Reference Labs (Ontario, Canada and Internationally) Courier System Made-to-Order to support BCHS requirements

6 Key Challenges Client Connectivity Difficulty Providing real-time and valuebased Information to Clients Difficulty Identifying and Pursuing Business Development Opportunities What is our source of truth?

7 Key Challenges

8 Key Challenges

9 Imperatives for Change Be a Leading Edge Company Expansion beyond current scope Retain Clients via Consistent, Excellent Service Augment communication and integration Enable real-time strategic decision making Monitor and Manage HICL Performance Using Real- Time Data One Source of Truth for KPI s Fast implementation with little to no custom work

10 Strategic Approach 10% Business 90% Clinical

11 Connectivity Diagram Secure Connection Secure Connection Results and Reporting Referred Out Reference Lab Secure Connection LIS A LIS DI Driver 1 LIS B LIS DI Driver 2 Secure Connection Secure Connection DI ref. module H-A DI ref. module H-B Data Innovations Instrument Manager Site Secure Connection LIS C LIS DI Driver 3 Secure Connection DI ref. module H-C LIS without DI LIS with DI Instrument Manager

12 Who Benefits and How Client

13 Create Lasting Relationships Real-Time Clinical & Business Intelligence

14 Instantly Identify Trends

15 Top Opportunities at the Forefront

16 Increased Operational Efficiency Spreadsheets vs. Intelligence

17 Secure Communication Portal Lab Messages Client Messages

18 Next in the Journey For our Clients, our Staff, our Board CRM live April 24 th June - full launch Business Intelligence (BI) (customized reports online) Prepare Education for Client Portal and Dashboard What do I expect to achieve? 6% to 50% client connectivity 100% clients using client portal and dashboard for real time QA Dependable business forecasting Real-time, pro-active response to trends and deviations Decreased reliance on people to generate reports vs. add value to clients Full system integration CRM / BI / connectivity In order to always improve the HICL experience!

19 Summary Using Healthcare BI and Real-Time Dashboards to: Create Lasting Relationships That Drive Retention Deliver Ongoing Value to Clients Improve Quality and Productivity Proactively Manage Internal Performance

20 Take-aways IT projects can be done on-time and on-budget In-house and project management resources are KSF The Executive Team must be highly supportive Focus on value for the client, not internal op s Legacy systems must have client, test and price harmonization New world of collaborative and integrative systems cloud computing, web-based application software, legacy based content systems, social networking and the impact on cost, privacy & protection, redundancy

21 Partnering To eliminate the customer service blues!

22 Thank You! Questions?