Healthcare Process Improvement

Develop your implementation plan ready for when you get back to your workplace

Healthcare Process Improvement Successful Practical Strategies To Reduce Waiting Times And Optimise Patient Experience

4 – 7 November 2012

Kempinski Hotel, Mall of the Emirates Dubai, UAE

5 LEARNING OBJECTIVES 1. Maximise your resources and deliver sustainable improvements in patient-centred care 2. Process map the entire patient journey identifying all key stakeholders to develop a full understanding of your current situation 3. Analyse your system to identify bottlenecks and areas for improvement where you can increase the flow of patients and reduce waste in direct care and support services of all kinds 4. Proactively manage clinic, bed, diagnostic or support services capacity and resource allocation to ensure you work in the most efficient way to minimise waiting times and discharge in-patients in a timely manner, and achieve excellence in the patient experience 5. Implement best practice ideas which will help you achieve Healthcare process excellence

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Healthcare Process Improvement 4 – 7 November 2012 • Kempinski Hotel, Mall of the Emirates, Dubai, UAE Course Overview As someone with responsibility for reducing wait times, improving the patient journey, or improving a critical support service, without a doubt you will recognise the immediate benefits that a strategic and managed response to patient flow and process improvement can reap. Healthcare facilities are vertical structures, yet your patients take a horizontal journey. Although every hospital is good at clinical care and clinical decision-making, it often seems difficult to make progress in improving the patient journey in clinics and in-patient services, and to improve the support services necessary for patient flow.

This course will guide you through the principles of process improvement and show you how to apply the lessons of Lean Thinking to enable true process redesign in your healthcare setting.

You Will Learn How To: • Visualise your improvement programme to dramatically improve flow • Make processes transparent • Link process improvement and basic concepts in change management to ensure successful implementation and take-up of new methods • Envision your improvement team for sustaining and innovating change in your organisation • Maximise your resources and deliver sustainable improvements in patient-centered care and critical support services in every area of the hospital You will then put into practice tools to clearly highlight your aims and how far along you are towards reaching your goals.

Areas such as queuing theory are also explored and their application to healthcare demonstrated. Simple measures of capacity and demand relevant to clinics, in-patient services, diagnostic and support services will be explored and you will learn how to translate the activities of staff into easy to analyse units. Throughout the course, there are allocated timeslots allowing ample opportunity for you to put these principles into practice.

Would you like to run this course in-house?

Meet Your Expert Course Leader Professor David I. Ben-Tovim, Director, Redesigning Care and Clinical Epidemiology Units Flinders Medical Centre, Australia.

Professor David Ben-Tovim is the leader of the Redesigning Care Programme at the Flinders Medical Centre, a 500-bed teaching general hospital in South Australia. A psychiatrist and clinical epidemiologist by background, he was the inaugural Director of Clinical Governance at the Flinders Medical Centre before leading the Redesigning Care Programme at that hospital. Redesigning Care began in 2003 and is a hospital-wide programme of process improvement aimed at improving patient flow and making care safer and more cost- efficient. Professor Ben-Tovim has been an adviser to many other Australian hospitals and health services that are using process improvement methods to improve patient flow through Lean thinking and other non- healthcare based improvement methods.

He has been a World Health Organisation Consultant, and has given master classes in healthcare process redesign throughout Australia and New Zealand, and in Singapore, South Africa, Oman, and in Sweden and the United Kingdom.

Professor Ben-Tovim trained in Medicine and Psychiatry at the Middlesex and St. Georges University Hospitals in London and in Epidemiology at the Institute of Psychiatry, also in London. He established the Clinical Epidemiology Unit at the Flinders Medical Centre in 1998, before becoming Director of Clinical Governance for the hospital. He is the author of two books and over one hundred publications in peer reviewed literature, including a number related to the application of process redesign and Lean Thinking to healthcare redesign. His work in Lean Thinking at Flinders has resulted in the facility doing 15 – 20% more work, with fewer safety incidents, on the same budget, using the same infrastructure, staff and technology.

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

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Course Timings Registration and coffee will be at 07:30 on day one. The programme will commence at 08:00 and conclude at 14:30 with lunch each day. There will be refreshment breaks at approximately 10:30 and 12:30.

Day Three

Day One Introduction To Healthcare Process Improvement

Getting The Focus Right

Hear an overview of the course; share your process

You have grasped the principles and the basics of the

improvement challenges, goals and learning objectives.

improvement methodology. Now pursue real improvement

Is your challenge in the wards, clinics, diagnostic services,

by getting the focus right:

support services, or a combination of all of those? Begin to develop the skills necessary to understand flow in healthcare as an adaptive problem. Understand how to use Lean Thinking and understand process improvement principles by: • Developing value questions and learning from your patients and other customers • Identifying products or patient-care-families and their

• Scoping your problem • How to start • What kind of team do you need?

• What kind of support will be required?

• Diagnosis: process mapping and tracking • Understanding and using the analysis of capacity and demand in healthcare • PDSA cycles, workgroups and improvement events

relative value streams • Improving flow in the healthcare setting • Identifying and reducing waste

Interactive sessions:

• Moving from a ‘push’ to ‘pull’ model of flow

Capacity and demand in your programme

improvement

Day Four

• Coming to grips with continuous improvement Interactive session: Introduction to applying process improvement methods to your situation

Interventions that really work in clinics, in in-patient wards, for specialised services and for support and diagnostic services, make good use of process science.

• Learning from queuing theory

Day Two

• Making the day work with 5S

Improving Patient And Process Flow Management Improving patient and process flow means understanding

• Load leveling and using visual management to improve safety, quality and cost efficiency

how to visualise what needs to change. This session is based on the premise that you can’t improve what you can’t see.

Interactive sessions:

The first vital step that is required to make a change to your

Working with your team, queues and bottlenecks

patient and process flows is to understand how to visualise what needs to change. Take away the knowledge to use

See Your Improvement

process improvement principles by:

• Monitoring and evaluating improved flows

• Seeing the improvement process as a virtuous circle

• Sustaining the change; objectives and roles

• Understanding authorisation and permissions

• Continuous improvement

• Linking process improvement and basic concepts in change management

Interactive sessions:

• Using process science

Putting it together: Making your improvement work

Interactive session: Learning to see your own process improvement

Who Should Attend?

This practical and interactive course is highly beneficial for healthcare professionals who are responsible for streamlining patient processes, such as Nursing and Clinical Directors, Directors Emergency Departments, Clinical Redesign and Patient Flow Managers. Hospital and Project Managers, Consultants and Operational Managers will also certainly benefit from the course.

+971 4 335 2437

+971 4 335 2438

register@iirme.com

www.iirme.com/hpi

Healthcare Process Improvement

4 – 7 November 2012 • Kempinski Hotel, Mall of the Emirates, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 21743 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

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DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC4460 Event

Course Fee Before 19 August 2012

Course Fee Before 9 September 2012

Final Fee

Healthcare Process Improvement 4 – 7 November 2012

US$ 3,895

US$ 4,395

US$ 4,695

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

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Event Venue: Kempinski Hotel, Mall of the Emirates, Dubai, UAE Tel: +971 4 341 0000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

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