1. Pursuing the Triple Aim Chapter 1 - HealthPartners
Dr. Joan Burtner,
Certified Quality Engineer
Associate Professor of
Industrial Engineering and Industrial Management

2. Care Model Process Basics
Reliability, Patient-centeredness, Standardization
Design Principles
Use existing staff
Use no added resources
Start small
Make it condition neutral
Ensure that the right person is doing the right work
Increase provider efficiency
Support the patient provider relationship
Establish joint accountability
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Spring 2013

3. Standardizing Then Customizing
“HealthPartners has learned that standardization is really part of a two-step process.”
“First, design reliable systems and processes, and then and only then we customize to individual patient preferences, values, or changes in clinical guidelines.”
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Spring 2013

4. ISE 468 ETM 568 Pursuing the Triple Aim Chapter 1
Flow Stations
Involves unbatching lab results, prescriptions, phone care and medical forms.
Instead of batching the work for the end of the day, the physician deals with it real time between visits.
The flow station process has significantly reduced the possibility of human error that existed with batching.
It is estimated that using flow stations will allow primary care doctors to shave three minutes off a twenty-minute appointment.
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Spring 2013

5. Aggressive Goals for Chronic Conditions
Creation of the optimal diabetes measure
Five targets (patient goals)
Hemoglobin A1c ≤ 7.9
Low-density lipoprotein ≤ 99
Blood pressure ≤ 139/89
Non-tobacco user
Regular aspirin user
Patient must achieve all five goals to meet the standard.
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Spring 2013

6. ISE 468 ETM 568 Pursuing the Triple Aim Chapter 1
Diabetes Wizard
Built into the electronic medical record (EMR)
Guides clinicians in their decision making about what treatments might be best
Results in significantly better glucose and blood pressure control in those patients whose providers use it
Clinical inertia is a bigger problem than patient non-compliance
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Spring 2013

7. Successful Redesign of a Care Process
Key Elements
A clear vision
A Triple Aim focus
The right leadership structure
Design principles
Cultural change
Involvement of patients and families
Teamwork
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Spring 2013