Finding an operational north star for healthcare

Learn how DORIS helped a large healthcare system understand the diverse perspectives of their administration, doctors, nurses, and staff and used that insight to drive consistency in decision-making during times of change.

Human Ecology issue

A large healthcare system is undergoing a massive change to their physical hospital system. Their design and planning team has a concrete understanding of how to measure the success of the building. But, those same success metrics do not translate to people and their behaviors. The team needed to understand how to measure successful activation of the new building.

The organization has TONS of data. Each of these outcomes has different metrics that they can use for benchmarking. DORIS helped them align on which metrics they want to watch pre- and post-move in to track their success.

Key insights

Envisioning the future: system-wide success

The one thing everyone agreed on was the mission and values of the healthcare system at its core; to give the best patient care possible. How to do that and how to measure the successful implementation varied vastly depending on perspective.

We have certain missions, and the first one we need to uphold is our patient care mission. We all go to work happy to show up; we come away thinking we did a good job with our patients and feeling food about our work - the patient care going well and smoothly, without the frustrations of inefficiencies. At the same time, success would also mean that while we're taking care of our patients, we're connected as a team, we trust each other as a team, and we're collaborating well and enjoying each other's company. From that success, we would generate scholarship, educate, teach, and lead quality improvement efforts. First comes the best possible care, and then other outcomes stem from that.

Hospital Staff Member

DORIS used system mapping to connect the different perspectives to their metrics of success and how they are interconnected.

The organization has TONS of data. In fact, each of these outcomes has different metrics that they can use for benchmarking. DORIS helped them align on which metrics they want to watch pre- and post- move in to track their success.

The DORIS impact

The operations planning team is equipped with a tool to gauge if processes are aligned with their operational principles, including plans for improvement and a feedback loop.

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