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Practice Pro Newsletter Lean Project 2012Deb Kimball
Physician Liaison
Munson Medical Center
Practice Pro NewsletterPractice Pro Newsletter Lean Project 2012
• Practice Pro Newsletter: – Munson newsletter for affiliated physician practice managers
in 5 counties (Antrim, Benzie, Grand Traverse, Kalkaska, Leelanau)
– Produced monthly by Physician Liaison Program in coordination with Corporate Communications
• Challenges: – Lead time was 8+ weeks– Hard to provide timely, relevant information with long lead time– A lot of rework due to high priority news that needed to be
worked in
BackgroundPractice Pro Newsletter Lean Project 2012
• Team: – Deb Kimball, Physician Liaison/Editor (Value Stream Manager)– Deb Sielski, Corporate Communications/Production Specialist– Andrea Ludka, Physician Liaison/Manager– Kelly Niedzwiecki, Corporate Communications/Account Exec.
• Sponsorship Panel: – Andrea Ludka, Physician Liaison Manager (sponsor)– Dave McGreaham, VP of Medical Affairs (leadership panel)– Ian Jones, Corporate Comm. Director (leadership panel)
TeamPractice Pro Newsletter Lean Project 2012
• Project Purpose: Provide timely information to physician offices
• Metrics/Targets: Decrease lead time in newsletter production
Purpose/GoalsPractice Pro Newsletter Lean Project 2012
• Scope: Outline of articles through receipt of newsletter by physician offices
• Parameters: No new staff; no additional budget
• Deliverables: – A3– Current State Value Stream Map– Future State Value Stream Map– Implementation Plan
Scope/Parameters/DeliverablesPractice Pro Newsletter Lean Project 2012
• Timeline: – Complete current state mapping by May 2012– Have bi-weekly check-in meetings– See improvement in metrics by September 2012– Achieve target goal by January 2013
• Updates: • Sponsor will be updated at monthly goal meeting• Leadership panel will updated after initial future state
mapping and implementation planning, and at project completion
Timeline/UpdatesPractice Pro Newsletter Lean Project 2012
Kick-off Meeting 3.9.12Practice Pro Newsletter Lean Project 2012
Practice Pro Lean Project Kick-off LEAN PROJECT GOAL: Provide timely information to physician offices MEETING: Date: 3/9/12 Location: Physician Liaison – Andrea’s Office Start Time: 11:00 am End Time: 11:30 am TEAM MEMBERS: Deb Kimball Deb Sielski Andrea Ludka Kelly Niedzwiecki
AGENDA:
TOPIC LEAD LENGTH (minutes) 1. Review agenda DLK 11:00 – 11:02 am 2. Overview of Lean Project Requirements DLK 11:02 – 11:05 am 3. Review Practice Pro Project Charter/A4 DLK 11:05 – 11:15 am 4. Invite team to on-site Lean Office Champion Class and
discuss logistics (6/14 & 6/21, 8 am – 4:30 pm) DLK 11:15 – 11:25 am
5. Next Steps/Schedule Next Meeting DLK 11:25 – 11:30 am PARKING LOT: NEXT MEETING: Date: Location: Start Time: End Time:
Value Stream Map – Current StatePractice Pro Newsletter Lean Project 2012
Current State: In the layout part of the process, it would move from editor to production specialist to designer to production specialist to editor…and repeated 2 – 4 times until final layout approved. Lots of hand-offs creating long lead time.
Value Stream Map – Current StatePractice Pro Newsletter Lean Project 2012
Value Stream MappingPractice Pro Newsletter Lean Project 2012
Cycle Time: 1 week
Wait Time: 3 – 8 weeks
Lead Time: 4 – 9 weeks
5S – Practice Pro Main Folder (electronic)Practice Pro Newsletter Lean Project 2012
BEFORE
AFTER
• All files in a folder• Current issue folders at top• Archives for articles, graphics, and previous issues
LESSON LEARNED5S completed by editor and production specialist – who both use this folder
5S – Current Publication Folder (electronic)Practice Pro Newsletter Lean Project 2012
BEFORE
AFTER
• All files grouped into four folders• Makes it quick and easy to forward copy and
graphics to designer
AHA! MOMENTOne of the favorite process improvements for the production specialist – saved her a lot of time trying to pick out which articles and graphics needed to be sent to designer
5S – Yearly Publication Archive (electronic)Practice Pro Newsletter Lean Project 2012
BEFORE
AFTER
LESSON LEARNEDCan use Adobe Acrobat to search PDFs so don’t need to save original Word documents
• Articles are frequently edited in layout so Word files may not be final version. So deleted Word files as can pull articles from issue PDF.
5S – Project Folders (physical)Practice Pro Newsletter Lean Project 2012
Moved the Practice Pro file folders that I’m currently working on from a closed file drawer to a vertical & visual file organizer on my desk
LESSON LEARNEDSaves time and improves access to folders which I use daily
Standardized WorkPractice Pro Newsletter Lean Project 2012
PRACTICE PRO CALENDAR – ONGOING ARTICLES
January New Physicians
Recruited Prior Calendar Year
Rerun “Got PowerChart Access? Keep It Live by Logging On”
PRS: rerun “Here to Help”
February Heart Month Events
February Save the Date –
National Doctor’s Day February Heart Month
Events
March National Doctor’s Day Pharmacy Services/
Locations/Hours Rerun “Former
Employees and Computer Access”
Diabetes Alert Day/Diabetes Risk Test
April Physician Recruitment
Profile Diabetes Day Open
House (early April) National Prescription
Drug Take-Back Day (last Saturday in April)
May is Sleep Month?
May May is Sleep Month May is Stroke Month MMC Top 100, if
applicable
June Forms Reminder:
rerun “Updated Forms”
Office Manager Email List: rerun “Need Hot News Now? Email Us!”
PRS: Community Needs Survey/Office Profile Update – rerun “Updating Practice Information”
MMC Top 100, if applicable & wasn’t ran in May
July Rerun “Got
PowerChart Access? Keep It Live by Logging On”
Radiology Services/ Locations/Hours
August Save the Date – New
Physician Reception Rerun “CME” (8/10) Resources on “For
Physicians” Website
September Flu Season/
Mandatory Flu Shot New Physician
Reception Rerun “Former
Employees and Computer Access”
October Follow-up to New
Physician Reception Flu Shot Reminder Rerun “PHP Offers
Confidential Screening for Depression”
National Prescription Drug Take-Back Day (last Saturday in October)
November Flu Shot Reminder Lab Services/
Locations/Hours American Diabetes
Month/Diabetes Risk Test
Medical Staff Services Profile
December Flu Shot Reminder Munson Urgent Care
Holiday Hours National Handwashing
Awareness Week PRS: rerun “Updating
Office Information”
Created monthly calendar for recurring articles so that these are not missed
Visual Management – Practice Pro TrackingPractice Pro Newsletter Lean Project 2012
Created visual management board to track where each issue is in the process (macro level)
AHA! MOMENTManager was able to communicate copy due date to writer without asking editor
Visual Management – New PhysiciansPractice Pro Newsletter Lean Project 2012
• Created visual management board to track new physicians
• New physicians (max 3) are promoted on back page of Practice Pro
• Need orientation and photo prior to publication• Visual management board helps editor know
which physicians to promote in each issue• Also used by HealthLink and Corporate
Communications for marketing purposes
Pull Flow for Article Review/EditsPractice Pro Newsletter Lean Project 2012
• Added pull to article copy review process
• Manager wasn’t using top two boxes so repurposed as Review (manager) and Edit (editor) boxes
• Now articles are passed for manager review when EACH is written…NOT as a batch when ALL are written
• “Go” Post-it notes are used as an extra visual cue that there are articles to review
LESSON LEARNEDOne piece flow is great improvement over batch. Takes manager less time to review individual articles vs. batch and less likely for these to get lost on her desk.
Poka Yoke -- BeforePractice Pro Newsletter Lean Project 2012
PRACTICE PRO ARTICLES – MAY 2012
Andrea’s Column First-Ever Practice Pro Survey: We Need You! graphics: Andrea’s headshot; survey
Education Deb’s Column: One Year Later, HIPAA Education a Success graphic: Deb’s headshot HIPAA Red Alerts Down HIPAA FAQs graphic: HIPAA Hero
Scheduling section header: “Scheduling News”
o PWS Reminder o Update CAT Scan Forms graphic: CT Questionnaire o Prior Authorization Updates:
AIM Prairie States Aetna Molina
Articles
Recent Mailings to Your Office graphic: sepsis poster/badge card April Meaningful Use Presentation graphic: seminar photo
Information for Your Physicians section header: “Information for Your Physicians”
The Sotile Presentation – New Challenges, New Solutions: The Thriving Medical Family graphic: Save the Date
Cell Phones Can Be Used as Pagers for AT&T and Verizon Users graphic: cell and pager.jpg
Munson Happenings section header: “Munson Happenings”
A Healthy ‘Shh’: Silence Helps Healing graphic: Shh…screensaver The Restoration of Kid’s Creek graphic: Phase 2 Project Rendering
New Physicians/Moves/PRS (back panel)
Updating Physician Headshots graphic: Doogie Howser, MD? Education Insert insert header: “Health Education Events”
Munson Education Offerings Intro Seminars Coming Up
o Bariatrics o Neurosurgery o Orthopedics
Heart to Heart Screening for Women graphic: Heart to Heart May is National Stroke Awareness Month graphic: F.A.S.T.? Eight Hours. Are You Getting It? (May is Better Sleep Month)
• Previous article list format• No way of knowing how
many pages of copy this is• Issues must have an even
number of pages – if provide an odd number then production/designer don’t know if they should add or edit
Poka Yoke - AfterPractice Pro Newsletter Lean Project 2012
PRACTICE PRO ARTICLES – JUNE 2012 PAGE TITLE WORDS GRAPHIC NOTES
1 Deb’s column: 5Spring Cleaning Your Practice 267 kimball_deb_bw.jpg 1 A Recent Mailing to Your Office (SRI) 57 1 ICD-10 Update 234 Hgustine_heidi_bw.jpg 558
2 Medication Therapy Management’s Endgame: Compliant, Safe, Effective Use of Medications
626 Kathleen Brown, RPh.jpg
2 Know Your Medications Card 69 Know Your Medications Card (Form 2327).jpg
695 3 Munson Medical Center Discharge Pharmacy 167 Online RX Refill - Small.jpg OR
RX Refill - Large.jpg Select graphic depending on space
3 Munson Retail Pharmacies Online RX Refill 60 3 Munson Retail Pharmacy Hours 77 See notes pickup from March 2012
including images of all three pharmacies
304 4 What HIPAA Doesn’t Trump 160 header: “HIPAA” 4 What is a Fair Warning? 150 Rochelle Steimel.jpg header: “HIPAA” 4 HIPAA FAQs 304 HIPAA Hero (NEED) header: “HIPAA” 614
5 Scheduling CTs – Important to Know if Patient Has Acute Asthma 158 header: “Scheduling News” 5 Scheduling Back-to-Back Tests in PWS 119 header: “Scheduling News” 5 Are Your Forms Out of Date? 70 5 Need Hot News Now? 65 412
6 Bridget A. Green, MD 37 run without headshot 6 Updating Practice Information 66 103 TOTAL WORD COUNT 2,686
INSERT Know Your Medications Card (Form #2327) NA
• Revised article list format• Can now easily determine
amount of copy per issue• Can easily see if there are
sufficient graphics
AHA! MOMENTOne of my personal favorite improvements. This makes it SO much easier to plan issues.
Value Stream Map – Future StatePractice Pro Newsletter Lean Project 2012
Value Stream Map – Future StatePractice Pro Newsletter Lean Project 2012
Future State: In the layout part of the process, now the editor and production specialist meet to review articles and create thumbnail then the editor works directly with the designer…reducing hand offs and lead time.
Action PlanPractice Pro Newsletter Lean Project 2012
• Editor started working directly with designer in August. August Practice Pro went to the designer and ONLY TWO WEEKS later was mailed to practices – a reduction in lead time of two to four weeks.
• Starting with September issue…designer will grant FTP access to editor to transfer files via FTP instead of email
• It was VERY helpful to receive suggestions from neutral parties outside the process
• Overall…team is very happy with process improvements implemented so far
Final ThoughtsPractice Pro Newsletter Lean Project 2012
Questions?Practice Pro Newsletter Lean Project 2012
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