A decade in large healthcare systems has a unique way of giving a person some perspective. Imagine a young idealist in a world of complex, multilayered bureaucracy and mixed values. But no worries, I thought I can change it. I wanted to leave a mark on the world. How will the world remember me?
Easy, be a patient advocate. The patient always comes first…except when they don’t. You see, what I quickly learned is that healthcare is a nuanced “customer service” business. Balancing quality, value, payment, service, patient and staff satisfaction requires an enormous need for compromise. I call it, managing to the center of the bell curve.
Unfortunately, the center of the bell curve is not where innovation lives. In the center is group think, compromises, old ideas, and careful decisions that limit the “rocking of the boat”. And honestly, who can blame leadership of these organizations living in the middle? Margins stay stable, there is general staff consensus and things are not bad enough to have customers leave. How do I sign up for that?!
Bono (yeah that Bono) once said that nothing of beauty is ever achieved by majority rule. I’m paraphrasing, but you get the idea. The point is that you need to be on the far right side of the bell curve to push innovation, service, quality and value. With great risk comes great reward. I took the bait…
After years in these large systems, I decided that the only way to push the envelope, to force disruptive change, is to be on the outside free from the confines of organizational bottom lines. Remember, I want to leave a mark on the world. So, welcome to Pivotal Moment Consulting; a long time dream to transform healthcare systems, bring innovation and put the patient first. My goal is to have the patient be the catalyst for change. That’s right, not profit or the budget, but the patient. I want healthcare organizations to have the word innovation in their mission, vision and values. I want on-going process improvement to be ingrained in the organizational culture.
Through change management, applied population health solutions and business intelligence consulting, I believe I can move healthcare organizations toward idealistic patient-centered entities that will change the world. At this point, you may be saying, what??? You lost me. Is there room for idealism in healthcare in 2017? Good question. I’ll tackle that in the next post. In the meantime, I’ll leave you with this…how will you leave a mark on this world?
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