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With Complete Speaker’s Notes! The Power of Process Workflow Automation, BPM* and Healthcare *Business Process Management v.12 http:// ChuckWebster.com http:// EHRworkflow.com http:// hcBPM.com @ EHRworkflow http://www.youtube.com/watch?v= KiCglcaS4rY

The Power Of Process: Workflow, BPM, and Healthcare

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As healthcare organizations seek to maximize quality and protect revenue, they have discovered that simply investing in new technologies is not enough to get the results they require. It’s imperative that hospital leaders go the extra mile to analyze and improve the processes that drive the hospital. Meaningful process improvement can be achieved through workflow automation and business process management (BPM), and their benefits aren’t just limited to clinical areas of the hospital. By automating tasks across the enterprise including supporting and operational processes, the hospital could realize significant cost savings and reduction in liability. Join us for a free web event featuring healthcare thought leader Charles Webster, MD as he shares his insights into ways hospital leaders can take the next steps toward complete automation. In this webinar, we’ll explore: The need for workflow/BPM in healthcare How other verticals are using these technologies to their benefit Use cases in the clinical space Use cases concerning supporting/operational processes First steps to implementing workflow/BPM About our Featured Speaker Charles Webster, MD, MSIE, MSIS is a prolific thought leader in the health and health IT space. Noted by Healthcare IT News as one of the most important bloggers in the healthcare IT community and one of the most active health IT leaders on Twitter, Chuck is known to have his finger on the pulse of the healthcare industry. At the recent HIMSS conference in New Orleans his @EHRworkflow Twitter account was the top influencer on Twitter. You can read his blog, EHR Workflow Management Systems, at http://ChuckWebster.com and follow him on Twitter at http://twitter.com/EHRworkflow. With degrees in Accountancy, Industrial Engineering, Computational Linguistics, Artificial Intelligence, and Medicine, Dr. Webster’s wide range of expertise gives him a unique and comprehensive view into the healthcare sector. He designed the first undergraduate program in Medical Informatics, was CMIO for an EHR vendor, and wrote the first three award-winning case studies submitted for the HIMSS Davies Award for EHR Ambulatory Excellence. Chuck writes about healthcare workflow and related and unrelated topics from @EHRworkflow on Twitter, ChuckWebster.com, and DMV: the District, Maryland, and Virginia.

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Page 1: The Power Of Process: Workflow, BPM, and Healthcare

With CompleteSpeaker’s

Notes!

The Power of Process

Workflow Automation, BPM* and Healthcare

*Business Process Management

v.12

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Page 2: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Outline

• BPM Background• Healthcare needs BPM• Other industries• Point-of-care• Non-point-of-care• Next steps

2

Page 3: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Charles Webster,MD, MSIE, MSIS

• Accy, Industrial Engineer, AI, Medicine

• Hospital MIS, Professor, EHR vendor• Designed first undergrad medical

informatics program• Workflow: 200+ blogs, 20,000 tweets• Adaptive Case Management Global

Excellence Awards• IEEE Task Force on Process Mining 3

Page 4: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Charles Webster,MD, MSIE, MSIS

• Accy, Industrial Engineer, AI, Medicine

• Hospital MIS, Professor, EHR vendor• Designed first undergrad medical

informatics program• Workflow: 200+ blogs, 20,000 tweets• Adaptive Case Management Global

Excellence Awards• IEEE Task Force on Process Mining 4

Borin

g!

Page 5: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Charles Webster,MD1, MSIE2, MSIS3,

BSA4

5

Pre-medAccountancy4

ArtificialIntelligence3

IndustrialEngineering2

Medicine1

Cost Workflow

Computers Healthcare

HCBPM

Page 6: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

@EHRworkflow #ThePowerOfProcess

My Online Resources

6

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Big Data

Big Workflow

Page 8: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

8

#1!

In G

oogle

for a

decad

e

(mos

tly)

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

My Definition of Workflow

Series of steps,consuming resources,achieving a goal.

9

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Workflow of Workflow

Workflow

10

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Workflow of Workflow

Workflow

Even BetterWorkflow

Workflow of Workflow

BetterWorkflow

Workflow of Workflow

11

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Cat. Dog. Tree.

12

???

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Cat. Dog. Tree.

13

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http://www.youtube.com/watch?v=KiCglcaS4rY

Engine.

14

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http://www.youtube.com/watch?v=KiCglcaS4rY

Engine. Definition.

15

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http://www.youtube.com/watch?v=KiCglcaS4rY

Engine. Definition. Editor.

16

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

The Power of (executable) Process

(models)

17

Executed By Create

Workflow DefinitionProcess Definition

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18

UnderstoodBy

The Power of (executable) Process

(models)

Create

Workflow MapProcess Map

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http://www.youtube.com/watch?v=KiCglcaS4rY

19

Business Process Management

???

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http://www.youtube.com/watch?v=KiCglcaS4rY

20

Business Process Management

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21

Workflow of Workflow

"process optimization

process”

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http://www.youtube.com/watch?v=KiCglcaS4rY

http://en.wikipedia.org/wiki/File:Business_Process_Management_Life-Cycle.svg 22

Workflow of Workflow

"process optimization

process”

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http://www.youtube.com/watch?v=KiCglcaS4rY

http://en.wikipedia.org/wiki/File:Business_Process_Management_Life-Cycle.svg 23

Software-based

PDCA (plan–do–check–act/adjust)

Workflow of Workflow

"process optimization

process”

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

EstimatedGlobal BPM Market

Size

24

Annual Growth Rate ≈ 18%

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http://www.youtube.com/watch?v=KiCglcaS4rY

EstimatedGlobal BPM Market

Size

25

Annual Growth Rate ≈ 18%

Health IT (magnitude larger): Annual Growth Rate ≈ 7%

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http://www.youtube.com/watch?v=KiCglcaS4rY

Healthcare

Needs

BPM26

Page 27: The Power Of Process: Workflow, BPM, and Healthcare

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http://www.youtube.com/watch?v=KiCglcaS4rY

US is estimated to waste more than $765

billion/year on healthcare spending, one third of the total

$2.5 trillion dollar healthcare industry

27

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Why Does Healthcare Cost So Much?

• Unnecessary services• Defensive medicine• Unnecessary use of high-

cost services• Administrative waste• Duplicative costs of

administering different plans

• Unproductive documentation

• Inefficiently delivered services

• Medical errors• Uncoordinated care 28

• Inefficient operations• Too-high prices• Prices higher than

competitive levels• Excessive variation in

service prices• Medicare/Medicaid fraud• Insufficient investment to

detect fraud• Missed prevention

opportunities• Poor delivery of clinical

prevention services

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29

“We have a particular interest in healthcare because processes are much more chaotic than in many other industries, and potential savings are enormous…. healthcare is a very challenging, and therefore interesting, application domain for BPM.”

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http://www.youtube.com/watch?v=KiCglcaS4rY

Torn From The Headlines!

30

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http://www.youtube.com/watch?v=KiCglcaS4rY

Usability Issues Tip of Iceberg

EHR

31

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Usability Issues Tip of Iceberg

EHREHR & non-EHR ITEffectivenes

s, Efficiency,User

Satisfaction,Issues

32

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Usability Issues Tip of Iceberg

EHREHR & non-EHR ITEffectivenes

s, Efficiency,User

Satisfaction,Issues

33

Defi

nition

ISO

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Usability Issues Tip of Iceberg

EHREHR & non-EHR ITEffectivenes

s, Efficiency,User

Satisfaction,Issues

“BPM is a systematic approach to making an organizations workflow more effective, more efficient, and more capable of adapting to an ever-changing environment.”

34

Defi

nition

ISO

Page 35: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Usability Issues Tip of Iceberg

EHREHR & non-EHR ITEffectivenes

s, Efficiency,User

Satisfaction,Issues

“BPM is a systematic approach to making an organizations workflow more effective, more efficient, and more capable of adapting to an ever-changing environment.”

35

Defi

nition

ISO

Page 36: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

BPM and Healthcare Process Improvement

36

My MSIE

Page 37: The Power Of Process: Workflow, BPM, and Healthcare

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http://www.youtube.com/watch?v=KiCglcaS4rY

BPM and Healthcare Process Improvement

37

EHRsHealth IT

MedicalInformatics

TQM

SixSigma

Lean

My MSIE

Page 38: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

BPM and Healthcare Process Improvement

38

EHRsHealth IT

MedicalInformatics

TQM

SixSigma

Lean

Healthcare BPM

My MSIE

Page 39: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Where’s Healthcare?

39

Insurance

Manufacturing

Association

Hospitality

Transportation

Energy

Banking

Page 40: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Healthcare’s Catching Up!

40

Insurance

Manufacturing

Banking

Associations

Hospitality

TransportationHealthcare

Energy

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http://www.youtube.com/watch?v=KiCglcaS4rY

41

Healthcare’s Catching Up!

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Social

Analytics

Mobile

Cloud

42

Healthcare

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http://www.youtube.com/watch?v=KiCglcaS4rY

Social

Analytics

Mobile

Cloud

43

Healthcare

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Point-of-Care Workflow

Automation

44

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http://www.youtube.com/watch?v=KiCglcaS4rY

Use Case ≈???

A use case is a list of steps … defining interactions between a role … and a system to achieve a goal. (Wikipedia, 2013)

45

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http://www.youtube.com/watch?v=KiCglcaS4rY

Use Case ≈???

A use case is a list of steps … defining interactions between a role … and a system to achieve a goal. (Wikipedia, 2013)

A workflow is a series of steps, consuming resources, achieving a goal. (Webster, 2013)

46

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http://www.youtube.com/watch?v=KiCglcaS4rY

Use Case ≈Workflow Definition

A use case is a list of steps … defining interactions between a role … and a system to achieve a goal. (Wikipedia, 2013)

A workflow is a series of steps, consuming resources, achieving a goal. (Webster, 2013)

47

≈ +A definition is a short description of a thing by its properties. (Johnson, 1755)

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Classic Workflow Editor

1. Triage Patient2. New neuro check?3. Nurse TPA

assessment4. Thrombolysis

candidate?

5. STAT CVA Eval6. CVA Confirmed?7. CT Head r/o CVA8. Hemorrhage absent?9. Physician TPA

decision

1

2 3 4 5 6

78

9

48

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EHR Data Review & Entry & Order Entry Screens

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Screenless Tasks: Check for Labs, Print Ed. Materials, Send Reminders

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Non-Point-of-Care Workflow

Automation

62

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Drag and Drop

Hospital WorkflowDefinition

Editor

63

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64

Create Step

Drag and Drop

Hospital WorkflowDefinition

Editor

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65

Create StepDrag and

Drop Hospital WorkflowDefinition

Editor

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66

Create Step

Drag and Drop

Hospital WorkflowDefinition

Editor

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67

Create Step

Drag and Drop

Hospital WorkflowDefinition

Editor

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68

Drag and Drop Options and Actions to Individual

Workflow Steps

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69

Drag and Drop Options and Actions to Individual

Workflow Steps

Customize Step

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Drag and Drop Options and Actions to Individual

Workflow Steps

Add Action

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http://www.youtube.com/watch?v=KiCglcaS4rY

Workflow Engine Executes Workflow Definition

71

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Workflow Engine Executes Workflow Definition

72

Execute Step

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Workflow Engine Executes Workflow Definition

73

Execute Step

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Workflow Engine Executes Workflow Definition

74

Execute Step

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Workflow Engine Executes Workflow Definition

75

Execute Step

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Workflow Engine Executes Workflow Definition

76

Execute Step

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http://www.youtube.com/watch?v=KiCglcaS4rY

Cost per Patient Admissions Packet

Manual Paper Process Workflow Automated Process$0.00

$0.50

$1.00

$1.50

$2.00

$2.50

$3.00

$2.40

$0.45

77

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Next Steps

78

Learn (doing that now!)

Compare WorkflowProducts

List HighValue Workflows

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http://www.youtube.com/watch?v=KiCglcaS4rY

Workflow Value

# of Users

Financial Impact Current

Pain

Execution Frequency

79

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First Steps

80

Learn (doing that now!)

Compare WorkflowProducts

List HighValue Workflows

List LowComplexityWorkflows

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http://www.youtube.com/watch?v=KiCglcaS4rY

Workflow Complexity

# of Steps LogicalComplexity

# of Interfaces

81

# of Users

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High Value Low Complexity,Workflows First

Value

Complexity 82

X

X

X

X

X

X

X

X

XX

X X

X

XX

X X

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High Value Low Complexity,Workflows First

Value

Complexity 83

X

X

X

X

X

X

X

X

XX

X X

X

XX

X XSooner Later

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http://www.youtube.com/watch?v=KiCglcaS4rY

First Steps

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Learn (doing that now!)

Compare WorkflowProducts

List HighValue Workflows

List LowComplexityWorkflows

Tackle High Value,Low Complexity

Workflow

Vendor-SpecificBest Practices

Page 85: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Vendor-Specific Best Practices

Your workflow vendor knows best.

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Page 86: The Power Of Process: Workflow, BPM, and Healthcare

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http://www.youtube.com/watch?v=KiCglcaS4rY

Big Data

Big Workflow

Page 87: The Power Of Process: Workflow, BPM, and Healthcare

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http://www.youtube.com/watch?v=KiCglcaS4rY

The Future is Bright!

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HCBPM

http://HCBPM.COM

HealthcareBusinessProcess

Management

HealthcareProcess

ManagementCareProcess

Management

Page 88: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

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What’s Your Story?

http://ehrworkflow.com/powhit

Page 90: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #1

Who needs to be the champion of workflow? Is it the physician, the nurse, administration, IT, what’s your thought?

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Page 91: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #2

Are there specific examples of high value, low complexity workflows that you can think of as low-hanging fruits?

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Page 92: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #3

How would you manage the ‘But we’re special,’ pushback,” most BPM theory gets from clinical care teams?

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Page 93: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Charles Webster,MD, MSIE, MSIS

• Accy, Industrial Engineer, AI, Medicine

• Hospital MIS, Professor, EHR vendor• Designed first undergrad medical

informatics program• Workflow: 200+ blogs, 20,000 tweets• Adaptive Case Management Global

Excellence Awards• IEEE Task Force on Process Mining 93

Page 94: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #4

Could you comment on the similarities and differences at BPM within organizations versus across organizations?

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Page 95: The Power Of Process: Workflow, BPM, and Healthcare

http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #5

How do we use [BPM] in inpatient flow management when the applications like ER systems, bed management systems and utilization management systems are all un-integrated?

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http://ChuckWebster.com http://EHRworkflow.com http://hcBPM.com @EHRworkflow

http://www.youtube.com/watch?v=KiCglcaS4rY

Question #6

Is Lean as a good first pass for healthcare entities looking to explore BPM?

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