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Business Change Management

Business Change Management

The Telephone Call Center Has Become A Forgotten Essential in the Patient Experience, Says Andrea Simon In Fierce Healthcare Article

On Aug 31, 2014 10:46:49 PM

/ mlball

Categories: Healthcare, Andrea Simon, Trends From The Trenches

Given today's extremely competitive atmosphere, how can hospitals find a meaningful point of difference? In markets where they're pretty much the same, how can they compete? Answer: the patient experience. And what is often the first experience a patient has with a hospital? The telephone call center.

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The Telephone Call Center Has Become A Forgotten Essential in the Patient Experience, Says Andrea Simon In Fierce Healthcare Article

On Aug 31, 2014 10:46:49 PM

/ mlball

Categories: Healthcare, Andrea Simon

Given today's extremely competitive atmosphere, how can hospitals find a meaningful point of difference? In markets where they're pretty much the same, how can they compete? Answer: the patient experience. And what is often the first experience a patient has with a hospital? The telephone call center.

Read More → Back to Top

How Serious Play Can Help You Do Serious Work In Healthcare

On Aug 24, 2014 11:16:51 PM

/ mlball

Categories: Innovation Games, Healthcare, Andrea Simon

Can playing games really help you get serious results in healthcare? A resounding yes!, says Andrea Simon, Ph.D., President/Founder of Simon Associates Management Consultants (SAMC), in her insightful article how playing games can generate new, innovative ideas, recently published in Becker's Hospital Review.

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Simon Associates Management Consultants Launches Two Dynamic Blogs To Highlight The Most Pressing Issues & Changing Trends In Healthcare & Business

On Aug 20, 2014 8:23:00 PM

/ mlball

Categories: Andrew Simon, Healthcare, Kathy Silard, Entrepreneurs, Andrea Simon, Change Management, Ben Dillon, Kriss Barlow, Trends From The Trenches, Press Releases

Tap Leading Influencers from Hospitals, Digital Businesses & Other Industries To Address Short-Term & Long-Term Changes, Challenges & Predictions To Keep Savvy Readers In The Know

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Simon Associates Management Consultants Launches Two Dynamic Blogs To Highlight The Most Pressing Issues & Changing Trends In Healthcare & Business

On Aug 20, 2014 8:23:00 PM

/ mlball

Categories: Andrew Simon, Healthcare, Kathy Silard, Entrepreneurs, Andrea Simon, Change Management, Ben Dillon, Kriss Barlow

Tap Leading Influencers from Hospitals, Digital Businesses & Other Industries To Address Short-Term & Long-Term Changes, Challenges & Predictions To Keep Savvy Readers In The Know

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New Hospital Construction Is A Perfect Time To Step Back, Evaluate And Improve Your Entire Operation

On Aug 18, 2014 11:53:32 AM

/ admin

Categories: Healthcare, Kathy Silard

This is an exciting time for Stamford Hospital. We’re in the midst of building a brand-new facility, and we are very fortunate to be in a financial situation where we are able to do this.

Creating a new hospital opened the door to a new, more innovative organizational culture

What we realized during this time of expansion is that this is a great opportunity to examine our current processes and look at how we can improve safety, optimize the patient experience and increase the efficiency of our staff.

We also saw an equally important opportunity to create and implement an innovative, more efficient work-flow redesign. So in many ways, from the way it looks to the way it functions, the new Stamford Hospital really will be new.

Transitioning from one healthcare facility to the next led to an examination of the overall patient experience

To successfully carry out these improvements and keep us on track, we established several goals early on in the process.

First, we developed a comprehensive, interdepartmental implementation plan for the transition to the new facility. Next, we used the new design, along with our guiding principles, to identify tactics, interdependencies, deliverables, responsibilities and timelines to meet key project milestones. And last but not least, we identified important organizational rituals and events that needed to continue to be part of the new hospital’s culture, and also planned how to safeguard that culture during the transition.

Lean Six Sigma processes helped hospital leadership understand healthcare customers' needs and ways to bring about increased satisfaction

Throughout our process of determining how to improve our current workflow, we have been using many of the Lean Six Sigma processes—management tools for setting objectives, collecting data, and analyzing results in order to reduce costs, eliminate waste, understand customer needs, increase customer satisfaction and enhance performance. Specifically at Stamford Hospital, these processes have revealed ways we can better serve our patients, follow protocols and improve the way we operate.

In fact, members of our Lean Six Sigma team played an instrumental part in the initial design of the new building. The team will now shift from Lean Facility Design to Lean Process Design, where multi-disciplinary teams will assess our current process flows, design ideal future ones, and identify gaps in optimizing the patient experience.

How to truly achieve hospital innovation? Involve your entire healthcare staff and welcome their input

As I wrote in my previous blog, we’ll be heavily engaging Stamford Hospital staff in all of our process-evaluation work. They are the ones who often have the best ideas on how to improve the patient experience. I firmly believe that if you listen to them, if you bring them into a room with experts on process and workflow and the Lean theories, it can significantly help you improve everything you do as a healthcare organization.

Change may be hard, but in Stamford Hospital’s case, change is going great!

The information contained in this blog represents the personal views of the contributor, and is not intended to reflect the opinions or position of any other contributor or organization.

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What You Need To Know To Be Successful At Work, According To Serial Entrepreneur Andrew Simon

On Aug 17, 2014 11:12:50 PM

/ mlball

Categories: Andrew Simon, Entrepreneurs, Change Management, Start-up Companies

Andrew (Andy) Simon, Partner at Simon Associates Management Consultants and highly-experienced entrepreneur, knows what he’s talking about in his recent article in ExpertBeacon, "Skills and techniques that will help you be successful at work." With several decades of accomplishments to draw upon, in both the corporate and start-up worlds, Andy has some sage advice worth noting for anyone embarking on a professional career.

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What You Need To Know To Be Successful At Work, According To Serial Entrepreneur Andrew Simon

On Aug 17, 2014 11:12:50 PM

/ mlball

Categories: Andrew Simon, Entrepreneurs, Change Management

Andrew (Andy) Simon, Partner at Simon Associates Management Consultants and highly-experienced entrepreneur, knows what he’s talking about in his recent article in ExpertBeacon, "Skills and techniques that will help you be successful at work." With several decades of accomplishments to draw upon, in both the corporate and start-up worlds, Andy has some sage advice worth noting for anyone embarking on a professional career.

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Your Brand Story: What Does It Say About You And Is Anybody Listening?

On Aug 11, 2014 11:55:59 AM

/ admin

Categories: Healthcare, Andrea Simon, Branding and Rebranding

They say the only constant thing in life is change. And wow, is this a time of change, especially in healthcare. Medical insurance is changing. Demographics are changing. Physicians’ practices are changing. Anything and everything remotely related to the healthcare industry, it seems, is changing.

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10 Crucial Ways Hospitals Can Create A Culture Of Innovation, Revealed By Andrea Simon In Just-Published Fierce Healthcare Article

On Aug 10, 2014 4:49:47 PM

/ mlball

Categories: Healthcare, Andrea Simon

As President and Founder of Simon Associates Management Consultants, Andrea Simon, Ph.D. works with healthcare providers to help them become more innovative. Inevitably, they ask her to make this often-arduous change journey easier to implement. In response, Dr. Simon created a "cheat sheet" which subsequently became the article, "10 considerations for a more innovative hospital culture," recently published by Fierce Healthcare.

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Games: Building Engagement Into The District Budgeting Process

On Aug 5, 2014 11:05:52 AM

/ mlball

Categories: Innovation Games, Andrew Simon, Change Management

Why Games are Important: Most people realize that the yearly school budget process is serious work. Too often, there is too little money, too many funding requirements and more demand than available funds. Fortunately, one very successful and productive way to facilitate, improve and move the budget process along is the use of games. The literature on games suggests that meaningful play and/or serious games add significant value to many decision-making processes, including budgeting.

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Physician Engagement: Less “What’s In For Me” and More “How Can We Work Together”

On Aug 4, 2014 12:03:10 PM

/ admin

Categories: Healthcare, Kriss Barlow

"Physicians need to engage more." I hear this in almost every healthcare organization I work with.

And almost without fail, the talk is about what doctors need to do to engage. Clearly, from the health system’s point of view, it’s all about what doctors are not doing.

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