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Health Quality Call - Pursuing the Perfect Patient Experience
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When: Wednesday, July 18, 2012
10-11am eastern
Where: 218-844-0840, 493732#

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Health Quality Conference Call
Wednesday, July 18, 2012, 10:00 eastern
218-844-0840, access code 493732#
Topic: Pursuing the Perfect Patient Experience: Virginia Mason Production System in Healthcare
Guest: Henry Otero

MP3 File

In 2000, Virginia Mason Medical Center was experiencing a growing need for change. In addition to financial difficulties, there was a growing sense that care should be patient-centered, and they wanted to do better at preventing medical errors. Senior leaders began looking at possible new approaches, including the Toyota Production System, which was being used successfully by nearby Boeing Airplane Company. Of course patients are not cars or planes, but a trip by the hospital’s leadership team to Japan, to see the system in person, helped them realize that the principles of the management system could indeed be used to improve patient care. They began to create the Virginia Mason Production System, adapting the principles of process improvement to healthcare.

Today, a little over a decade later, patients spend more time with clinicians; defects in care have been significantly reduced and in many cases eliminated; patients are safer; waste has been reduced throughout the care process and in many cases eliminated; patient and provider satisfaction is higher; and the organization is on a much stronger financial footing.

Transforming Healthcare: Virginia Mason Medical Center’s Pursuit of the Perfect Patient Experience tells the story of the Virginia Mason Production System and the people who made it work.

Henry Otero, MD, an oncologist who has played an active role in this work, will join the call to talk about this transformative change, and what it means to work in an environment of continuous improvement.

Dr. Otero received his Medical Degree from Michigan State University- College of Human Medicine in 1985, completed his residency in Internal Medicine at the University of Virginia in 1992 and his Fellowship in Medical Oncology at the Fred Hutchinson Cancer Research Center in Seattle, Washington in 1997. He joined Virginia Mason Medical Center in 1998 and was Section Head of Hematology/Oncology from 2002-2008. During his 6 years in this role, he participated and oversaw the successful implementation of Toyota Production System concepts to the Cancer Institute.

Dr. Otero completed his Lean certification in 2006 and the prestigious Kaizen Fellowship (advanced training in applying Toyota Production System methods to health care) in 2007. He has led multiple process improvement events at Virginia Mason and participated in both clinic and hospital facility redesign applying TPS methods.

He joined the Virginia Mason Institute in 2009 as part of the Physician Faculty and is a Clinical Assistant Professor at the University of Washington School of Public Health. He has developed and leads workshops in creating flow in the ambulatory setting and mistake proofing health care. His provider perspective recognizes the challenges and solutions when implementing VMPS amongst provider groups.

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