BTOES Insights Official
July 12, 2017

Driving Quality Improvement Through a Patient-Centred Approach.: University Health Network

Drive quality improvement through a patient-centred approach.

We are proud to offer our BTOES Insights community with access to the very best Award-Winning Case Studies of the Business Transformation & Operational Excellence Awards, 2017! You can learn more about the awards here. Click below for access to our Award-Winning entry for  Best Achievement of Operational Excellence in Healthcare, courtesy of University Health Network..

This Operational Excellence example study shows significant process and quality improvements for over 1,500 clinicians and 3,000 students, a 70% increase in timely completion, and a 120% increase in timely delivery of Discharge Summaries.

Operational Excellence example - Best Achievement of Operational Excellence in Healthcare: University Health Network


Introduction to the Operational Excellence Project

An international source for discovery, education, and patient care, the University Health Network (UHN) is the largest hospital-based research program in Canada. Affiliated with the University of Toronto, it consists of Toronto General and Toronto Western hospitals, the Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, and The Michener Institute for Education, and generates 116,300 emergency visits, one million clinic visits, and 35,000 inpatient visits annually.

The Discharge Summary (DS) is a critical step in a patient’s journey, communicating a summary of the patient’s hospital stay to subsequent care providers, ensuring timely follow-ups, and preventing adverse events and readmissions post-discharge. With this in mind, UHN launched its Quality Improvement Plan (QIP) DS Program to improve timeliness of completion and delivery, and quality of clinical documentation.

Recognizing patients, primary care, and clinicians as co-creators of positive patient outcomes and quality care, the program established a partnership that created a community of learners and targeted quality improvements to accelerate sustainable and scalable change, evidence-based decision-making, and outcomes supported by best practice, education, and technology.



The collective value has been:

  • Significant process and quality improvements for over 1,500 clinicians and 3,000 students
  • A 70% increase in timely completion
  • A 120% increase in timely delivery of Discharge Summaries
  • 64% of UHN clinical services seeing a decrease in readmissions to-date.
  • Getting better at the DS process and understanding its utility for patients and primary care, has enabled UHN to deliver on its purpose of Patients First and drive quality improvement through a patient-centred approach

How UHN drive quality improvement through a patient-centred approach.


All the best,

Charlotte Kelly
BTOES Insights

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.
AWARD 2019.png
Business Transformation & Operational Excellence World Summit 2018
Subscribe to Business Transformation & Operational Excellence Insights Now
btoeshelath square banner

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Excellence Business Improvement Leadership Process Optimization Process Improvement Process Management Premium Continuous Improvement process excellence Execution Excellence Lean Enterprise Lean Six Sigma Change Management Enterprise Excellence Lean Capability Excellence BTOES18 Healthcare and Medical Devices Adapting to Business Trends Changing & Improving Company Culture Changing Customer Demands Execution & Sustaining OpEx Projects Failure to Innovate Integrating CI Methodologies Lack of/Need for Resources Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Leadership Understanding & Buy-In Maintaining key Priorities New Technologies Relationships Between Departments end-to-end Business Transformation Agile Culture Transformation Organizational Excellence BTOES Video Presentations Culture Digital Transformation BTOES HEALTH Customer Experience Strategy Execution Technology Lean Manufacturing Manufacturing BPM Innovation Process Automation Process Design Systems Engineering Agility Awards Report Exclusive BTOES Presentation Slides thought leaders Professional Services Insurance White Paper Operational Excellence Model Banking and Capital Markets Consumer Products & Retail Interview Operational Excellence Example Project Management Automotive and Transportation Frameworks Primary Measure of succes BTOES17 BTOES19 Business Growth Data Data Analytics Kaizen Oil and Gas Pharmaceuticals and Life Sciences Robotic Process Automation Telecommunications Workplace Analytics Announcement BTOES18 Award Winners BTOES18 Awards Communications Digital Infographic Jidoka Learning Resource Oil & Gas Recruitment Six Sigma Team The FAST lane