Transformation starts with asking the right questions. My favorite first question is, \u201cwhat problem are we trying to solve?\u201d Followed by \u201cwhy?\u201d If you\u2019re in the service industry and the problem you\u2019re trying to solve is a financial one, that\u2019s not transformational, it\u2019s operational. If the problem isn\u2019t about those you\u2019re serving, then it\u2019s the wrong problem. Loss of focus on true north goals often sends problem solvers down the wrong path; be sure staff\u00a0define the right problem and stick to it. \u00a0And don’t let operational problems get in the way of solving the real big ones.<\/p>\n
Common customer oriented problems are cost, convenience and experience. When considering these, it\u2019s important to not forget the most important problem, \u201cWhy they\u2019re coming to you or want to come to you in the first place.\u201d – forget that fundamental, and you\u2019ll go out of business. \u00a0Perhaps one question for transformation could be, “How can we solve patients’ problems quicker, cheaper and\u00a0where they are?”<\/p>\n
Transformation also starts with realizing what we shouldn\u2019t tolerate, and generating paradigm shifts. \u00a0The \u00a0patient safety movement is an\u00a0example of transformation. It started 20 years ago with Dr. Leape using\u00a0data, and asking the right question, \u201cwhy are we tolerating this?\u201d We look back now and we can\u2019t believe the things we tolerated. Another example is\u00a0the patient- and family-centered care approach to delivering care, and designing that delivery. This movement brought about a paradigm shift in how people think about healthcare.<\/p>\n
Perhaps another\u00a0question to ask, \u201cIs what we\u2019re doing and how we\u2019re doing it the best way when you consider the value it brings to the consumer assuming they have to pay every cent of the cost plus a margin?<\/em><\/strong>\u201d People\u00a0are willing to pay a lot to get their cancer cured. They aren\u2019t willing to pay a lot to get a sore throat looked at and cared for. \u00a0To think about this try the \u201cmiss work” or “miss school” test (e.g. if a family that values their child\u2019s education is willing to take their child out of class to go to the doctor, that service is of value. If it\u2019s not then they will either not go, or they\u2019ll go somewhere after school that is quick and convenient\u2013 i.e. CVS minute clinic).<\/p>\n We think patients and families value all healthcare equally, but their behavior suggests they don’t. \u00a0We need to provide value starting with thinking a little differently about what value means to those we serve: “if the patient had to pay every cent of the cost of their healthcare, how would we do it differently?”<\/p>\n In some cases we may need to be explicit about\u00a0the value. \u00a0For example if a family takes their child to the doctor primarily\u00a0to get\u00a0vaccines, what would happen if they were to become solely responsible for the cost? \u00a0 They would start going to CVS to get them. \u00a0Just walk in, get the shot and leave whenever at a cheap cost, no doctor involved (and\u00a0by the way stop at the do-it-yourself height and weight station on your way out). Yet, there is value in going to and paying for the doctor visit that may not be entirely understood.<\/p>\n","protected":false},"excerpt":{"rendered":" Transformation starts with asking the right questions. My favorite first question is, \u201cwhat problem are we trying to solve?\u201d Followed by \u201cwhy?\u201d If you\u2019re in the service industry and the problem you\u2019re trying to solve is a financial one, that\u2019s not transformational, it\u2019s operational. If the problem isn\u2019t about those you\u2019re serving, then it\u2019s the […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/posts\/243"}],"collection":[{"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=243"}],"version-history":[{"count":3,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/posts\/243\/revisions"}],"predecessor-version":[{"id":251,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=\/wp\/v2\/posts\/243\/revisions\/251"}],"wp:attachment":[{"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=243"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=243"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leadingachildrenshospital.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=243"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}