October 29, 2010

IMS, COE provide business expertise to Project One

When The Ohio State University Medical Center decided it needed some business consultants for its massive Project One, the leadership team looked no further than less than a mile down the road to the Fisher campus.

Peter Ward, chair, Management Sciences and co-director, Center for Operational Excellence (COE), and Neeli Bendapudi, professor of marketing, academic director, Initiative for Managing Services, collaborated this summer with the leadership team at OSUMC to focus on the patient and family services experience for ProjectONE and make recommendations to the ProjectONE board for driving best in class service.

 “We looked at all the non-clinical touch points, everything that doesn’t have to do with medical procedures,” Bendapudi said. Applying lean management tools, Ward and Bendapudi’s team analyzed food services, internal and external hospital navigation, parking and valet services, pastoral care and holistic medicine, as well as waiting lounges and the gift shop at OSU Medical Center.

“We did a lot of observations and interviewed staff and patients,” Bendapudi said, adding that the team used the top 20 cancer hospitals, such as Sloan-Kettering and the Mayo Clinic, as benchmarks for their analysis.

 Their analysis revealed the need for a unifying framework to track and improve the patient and family experience. After considering several options, the P4 framework (prediction, personalization, prevention and participation), already embraced by Ohio State to drive clinical care, proved to be an effective lens through which to analyze the impact of individual departments relating to the broad patient experience.

The P4 framework asks:
Prediction: What can we predict about the needs of patients and families?
Personalization: Given what we know about the individual patient and the family, how can we refine our predictions and offerings to provide better service?
Prevention: What problems must we prevent in order to deliver excellent service to patients and families?
Participation: When and how can we provide choices to patients and families to participate?

 “We found we could take this scientific framework and apply it to non-medical care,” Bendapudi said.

Recommendations were made to the ProjectONE board on proposed metrics for tracking the patient and family experience and opportunities within each area to push the boundaries of excellent service.

As an example of “excellence in practice,” the P4 framework - defined and applied outside the area of clinical care for the first time - provides a common vocabulary for clinicians and non-clinicians and extends the value stream of patient and family services. The collaboration between Fisher and OSU Medical Center provides an example of the power of “one university” championed by E. Gordon Gee.