BTOES Insights Official
By
November 09, 2016

THOUGHT LEADER: Charles DeBusk, Universal Health Services

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Charles 'Chuck' DeBusk is the VP of Performance & Process Improvement at United Health Services. Joining the speakers at the Business Transformation & Operational Excellence World Summit (BTOES17), Chuck will be speaking in the Customer Experience Excellence Stream with his session, 'Improving Operational Throughput to Provide an Excellent Patient Experience'.

Tell us about your roles & responsibilities within your organization.

My current role is to provide leadership to Operations and Clinical Process Improvement, Pharmacy, Surgery, Radiology and Laboratory.

 
What are the critical challenges your presentation will address?

How customer experience is affected by process and how process improvement can simultaneously improve throughput and customer experience.

 
After your presentation, what are you hoping the attendees will take away with them?

That process improvement is about the customer not just about savings for the company.

 
What have been the biggest developments in Operational Excellence in the last 12 months, within your organization?

Refinements and efficiency improvements in how we work with our hospitals to perform improvement projects. Increasing use of Simulation as a tool to explore improvement in patient throughput.

 
How do you see Operational Excellence developing over the next 5-10 years within your organization?

I see two paths - one is a growing sophistication in how operations excellence is delivered to our hospitals from the corporate group and the second is an increase in our hospitals ability to solve operations and process problems for themselves.

 
What 3 key learnings would you like to takeaway from this conference?

1) How other orgnaizations are making Op Ex both effective and efficient.

2) What the state of the art looks like in non-healthcare businesses and how that compares to our organization.

3) What other Healthcare organizations are doing around Op Ex.

Chuck DeBusk is Vice President; Performance & Process Improvement for UHS of Delaware, a subsidiary of Universal Health Services, Inc. Chuck’s current role is to provide leadership to Operations and Clinical Process Improvement, Pharmacy, Surgery, Radiology and Laboratory.  Chuck has over 30 years experience in healthcare and healthcare process improvement and is a Certified Lean Six Sigma Master Black Belt and a Registered Professional Engineer.  He holds an MS in industrial engineering from the University of Tennessee and a BS in industrial engineering and operations research from Virginia Tech. You can learn more about Chuck's role at the summit here.

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