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“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

How do you get healthcare employees to embed continuous improvement in their everyday work life? Part 1

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Guest Blog

By Mary Grace Gardner, Director of Strategy and Performance Improvement in the San Francisco Bay Area.

What do the following three things have in common: dropping a ping pong ball either into a bucket that says ‘yes’ or ‘no’ at the end of day, checking whether wearing a bright yellow sash during medication […]

Are Process Efficiency and Effectiveness Possible in Hospital Improvements?

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Can hospitals provide streamlined processes that are faster and cheaper than today, while at the same time providing better outcomes for patients? Patients want both! They want efficiency and effectiveness improvements. They want costs to go down to decrease their out of pocket expenses and hopefully reduce insurance costs; they want more streamlined processes to […]