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May 15, 2019

2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Data Analytics enabling Operational Excellence Category

Read this article about University Health Network, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

 

 

UHN Logo

  

 

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Clinical Operations Dashboards

1 Background

University Health Network (UHN) is an international source for research, patient care and education and consists of four hospitals, five research institutes, and a post-secondary institution.  Our purpose is to transform lives and communities through excellence in care, discovery, and learning.  With over 1,200 beds, more than one million clinic visits per year, and a budget of over $2 billion, UHN and its 16,000 employees make a difference in the lives of patients and their families every day. 

 

 Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)

 

2 Challenge

UHN has an aging and complex patient population.  With increasing volumes and longer wait times, UHN is challenged to deliver world-class care with limited resources.  With hundreds of electronic systems, there is too much data and not enough insight and data-driven action.   Prior to the Clinical Operations Dashboard project, our executives were unable to see key performance metrics on a real-time basis (see Figure 1 Past and Present for Clinical Operations Dashboards).  Our dashboards help identify congested areas leading to opportunities to improve capacity to support patient flow. 

 

UHN Image1

Figure 1: Past and Present for Clinical Operations Dashboards

 

3 Outcome

One of UHN’s strategic objectives is focusing on Operational Excellence: finding safer, simpler and smarter ways of providing exceptional care.  As a values-based organization, UHN believes in an integrated approach to putting the needs of our patients first.  The Clinical Operations Dashboards play a fundamental role, utilizing data analytics, in driving efforts to improve patient flow across our organization and providing efficient, sustainable, and patient-centered care.  This project enables the following:

 

  • Translate complicated data into simple to understand insights: many of our clinicians are not data experts and do not understand “data” fluently. Our dashboards utilize data visualization to remove the noise and processing and allow them to focus on key insights
  • Increase views by 1300%: previously, census information is provided manually twice a day, we have seen our Executive Vice President (EVP) access the census dashboard at least 28 times in 1 day
  • Shift from reactive to proactive: the dashboard allows our users to see real-time data analytics and respond quicker to key events that may impact patient flow. There are times when our EVP sees an emerging “critical” status on our dashboard, it will prompt him to immediately go down to the Emergency department

    UHN Clinical Operations Dashboard Team 1

  • Improve Communication: the dashboard introduces new opportunities for “rounding to influence” that helps bridge the potential information gap between our executive audience and front line staff and allow us to start crucial coaching conversations across our teams
  • Identify Bottlenecks and Pain Points: the dashboard improves our understanding of busy times and can aid in predicting staff workload and timing of scheduled visits and potential improvement to staff satisfaction

 

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES19 Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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