About the Authors | p. vii |
Acknowledgments | p. x |
Introduction: Why the ED Matters | p. xiii |
Why Improvement is Necessary | p. xv |
A Quest for Excellence | p. xix |
A Design for Operational Excellence | p. 1 |
Key Components | p. 1 |
Make a Plan and Stick to it | p. 11 |
Optimizing High-Quality Care | p. 14 |
Leadership | p. 17 |
Persuading the High Cs | p. 17 |
What is Leadership? | p. 19 |
What Leadership isn't | p. 32 |
The Effective Healthcare Improvement Leader | p. 34 |
Developing a Shared Governance Model | p. 41 |
Carrying Through: A Seminar is Never Enough | p. 46 |
Fielding Your Best Team | p. 49 |
Hire Right: A Team Vs. B Team | p. 50 |
A Critical Step: Hiring the Medical Director | p. 53 |
The Rest of the Team | p. 62 |
Teamwork Attributes, Tools, and Techniques | p. 62 |
Improving Patient Flow | p. 69 |
Matching Demand with Capacity | p. 71 |
Shaping Demand | p. 75 |
Constraints and Variations in the System | p. 78 |
Teaming Up for Better Flow | p. 83 |
Tools for Smoothing Flow | p. 84 |
The ED is not an Island | p. 92 |
Flow in the ED: A Final Look | p. 96 |
Ensuring Patient Satisfaction | p. 105 |
The Cost of Dissatisfied Patients | p. 107 |
Improving Patient Satisfaction | p. 112 |
Techniques to Satisfy Your Patients | p. 115 |
It Takes a Team | p. 125 |
Implementing the Plan | p. 135 |
Where they go Wrong | p. 135 |
Project Management 101 | p. 136 |
Reaching the Goal | p. 141 |
Methods and Pacing | p. 144 |
Pointers for the Journey | p. 149 |
Culture and Change Management | p. 157 |
Breaking Free of Gravity | p. 158 |
How to Change a Culture | p. 161 |
Owning Part of the Team | p. 165 |
Envisioning the Future | p. 167 |
Cementing the Changes | p. 168 |
Patient Safety and Risk Reduction | p. 171 |
Perfection Vs. Improvement | p. 172 |
A Systematic Approach | p. 175 |
Reducing Errors and Preventing Harm | p. 178 |
The Role and Necessity of the Dashboard | p. 191 |
Where to Start | p. 192 |
Clinician Dashboard Metrics | p. 197 |
Summary | p. 198 |
Physician Compensation: Productivity-Based Systems | p. 203 |
Role in the ED | p. 205 |
Heading Off Potential Roadblocks | p. 207 |
Billing, Coding, and Collections | p. 213 |
Capturing Missed Revenue | p. 215 |
Cash on the Line | p. 220 |
The Business Case | p. 223 |
Building the Business Case | p. 224 |
Operational Quality and Effectiveness | p. 228 |
Customer Satisfaction | p. 232 |
Sound Financial Management | p. 233 |
Table of Contents provided by Ingram. All Rights Reserved. |