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| Applying Systems Analysis, Process Improvement, and Behavioral Technology to Improve Performance in Health Care Settings |
| Monday, May 29, 2006 |
| 9:00 AM–10:20 AM |
| Cairo |
| Area: OBM; Domain: Service Delivery |
| Chair: Joseph R. Sasson (MedAxiom) |
| Discussant: Dale M. Brethower (Western Michigan University) |
| Abstract: The world of health care faces many challenges that provide opportunities for behavior analysts to make a difference. This symposium will explore process improvement initiatives in the realm of nuclear cardiology designed to achieve multiple outcomes of benefit to a cardiology practice. It will also directly explore changing the behavior of physicians to improve business performance using a behavioral systems analysis approach. Physician time (and more so the misuse of time) is very costly, and an implementation designed to improve physician performance will be discussed. Lastly, a discussion of administrator behavior during knowledge sharing and acquisition will be presented along with a knowledge management system designed from a behavioral perspective that aims to alter the knowledge seeking behaviors of administrators. We intend to demonstrate this system via the internet if possible, or by using screenshots if necessary. |
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| Process Improvement in Health Care. |
| DOUG S. LAFLEUR (MedAxiom) |
| Abstract: The health care industry is facing drastic increases in costs while many sub-specialties are experiencing a flattening or reduction in the number of available health care providers. To control costs and protect their incomes, many sub-specialists are grouping together and offering many of their services in outpatient clinics as opposed to solely within hospital settings. This has created an ideal environment to offer process redesign services using the concepts of organizational behavioral management and behavioral systems analysis. This paper will outline an example used in a cardiology nuclear testing facility and include an overview of the major steps, accomplishments and measures necessary for success. It will also link these steps to customer satisfaction and show the building blocks of developing a management system for this process. |
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| A Systematically Designed Set of Solutions to Address Physician Behavior. |
| KAROLYN A. SMALLEY (MedAxiom) |
| Abstract: It is not unusual in a large medical practice to find 1 – 2 physicians who have difficulty completing dictation of a patient’s treatment plan on time. Practice leadership begs, cajoles, threatens and as a last resort implements negative consequences such as pay reductions to deal with this problem. This session will describe the approach one practice took to systematically analyze a physician’s dictation problem using the Human Performance System created by Geary Rummler, PhD of The Performance Design Lab. It will show the set of solutions that were designed and successfully implemented to achieve approximately a 70 – 80% change in the physician’s performance prior to implementing negative consequences. Major pieces of the solutions are still in place more than a year and a half later ensuring sustained long-term performance by the physician. |
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| Changing Behavior: The Case Study of a Knowledge Management System in Health Care. |
| JOSEPH R. SASSON (MedAxiom) |
| Abstract: User behavior of listservs in the medical profession was observed and particular patterns were revealed. The pattern of user behavior was consistent with a need for a knowledge management system (KMS). A KMS was designed to preserve the integrity and intent of the listserv activity, while providing others with the knowledge they need to be successful on the job. The KMS was also designed from a behavioral perspective in that navigation follows the patterns of verbal behavior typical of a user, and multiple means of navigation were created to accommodate various behavioral search styles. As the world becomes increasingly “electronic” behavioral technologists must work with system designers to increase the usability of computer applications. These applications must also be created from a systemic perspective to ensure that they succeed at their intended purposes. |
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