1. Joseph A. De Feo The Business Case for Patient Centered Services

2. All Rights Reserved, Juran Institute, Inc. (slide name here) 2.PPT Session ObjectivesPatientCenteredCarePatientCenteredCare Improve Speed Achieve Breakthrough Loyal Customers Increase Revenue Sustain Performance Reduce Costs

3. All Rights Reserved, Juran Institute, Inc. (slide name here) 3.PPT Where Is Your System Today? Current performance Improved performance Performance

4. All Rights Reserved, Juran Institute, Inc. (slide name here) 4.PPT Where Is Your System Today? (continued) Time Performance Today’s process Improved process Maintain performance

5. All Rights Reserved, Juran Institute, Inc. (slide name here) 5.PPT Why Patient Centered Services? 100% customer satisfaction? Consistent outcomes & service? Is KP first choice option? Right cost to providers? Satisfaction with experience? Improvement Yes No

6. All Rights Reserved, Juran Institute, Inc. (slide name here) 6.PPT The Customer? Want it yesterda y Changes mind quickly Want it where they are Slow thanking Disloyal Impatient

7. All Rights Reserved, Juran Institute, Inc. (slide name here) 7.PPT Inputs Customer Centric Basic Premise: CTQ Outputs (CTQ) Do you know what is important to your customers?

8. All Rights Reserved, Juran Institute, Inc. (slide name here) 8.PPT Customer Centric Basic Premise: CTQ (continued) 20 - 30 Some-things Who are the customers? Patient Siblings Physician Groups The Providers Business Folks Older Patients Single Parents The Patient

9. All Rights Reserved, Juran Institute, Inc. (slide name here) 9.PPT Patient Centered Services  Drive-thru clinics  Easy access  Choices of what, when  Same doctor, same nurse  Personalized record of illness and treatment  Family access 24/7  Home support  View bill online

10. All Rights Reserved, Juran Institute, Inc. (slide name here) 10.PPT The Hidden Organization Check Analyze Rework Denials Re-admits Provider Complaints Step 1Step 2 Variation Non-Value Added (NVA) Steps

11. All Rights Reserved, Juran Institute, Inc. (slide name here) 11.PPT Understand Your Processes Input Variables (Xs) Outputs (Ys) Process Variables (Xs)

12. All Rights Reserved, Juran Institute, Inc. (slide name here) 12.PPT Common Approach: Breakthrough DefineImprov e ControlAnalyz e Measure Detail level business process CTQ Problem Solved

13. All Rights Reserved, Juran Institute, Inc. (slide name here) 13.PPT Common Approach: Design New Services DefineDesignVerifyAnalyz e Measure High level business process CTQ New Services

14. All Rights Reserved, Juran Institute, Inc. (slide name here) 14.PPT Measure actual performance Established control standards Troubleshoot OK Not OK Compare to standards Identify problem Diagnose cause Remedy cause Common Approach: Control and Assurance

15. All Rights Reserved, Juran Institute, Inc. (slide name here) 15.PPT Time Performance Problem Goal Achievement Performance Time frame Metrics That Matter