A weekend of learning: An undergraduate’s perspective of the Healthcare Systems Process Improvement Conference 2013

By Jenn Badylak-Reals
Industrial Engineering 2013
UMass Amherst

When I first learned about the Society of Health Systems, it was about two weeks before the 2012 national conference in Las Vegas. As an undergraduate student I was right in the middle of midterms and projects and would not be able to spend the time away for my classes, even for Las Vegas. Thus I started planning for the next year to make room to attend the conference and figure out what the heck an engineer actually does in health care. Once I heard the 2013 conference was going to be in New Orleans, I was hoping spring break would be around that time so I could spend more than a workshop filled weekend in The Big Easy, but it didn’t work out that way and luckily too because it was only a high of 40s all week!

As a student my mission for the conference was to absorb as much information as possible from the ample number of workshops hosted by brilliant and experienced attendees. In the spring I will be graduating with 25 fellow industrial engineer students, and only three have had health care experience or exposure. Sadly this is the group from a university with 20,000 undergraduates. Fortunately for me, my phenomenal engineering career center and father have taught me the necessity of networking and to pay forward my effort and work to set myself up for a happier and more successful situation later on. Thus it was a no brainer for me, an industrial engineering student interested in the health care industry, to attend this year’s conference. Fortunately, once I left the beignets behind at the end of the weekend, I couldn’t have been happier with my decision to make the trip south.

The SHS conference epitomizes the concept of networking. Starting with the student welcome network session to the opening reception, I was surprised by the excitement and interest everyone was showing in sharing knowledge and meeting new people. These attendees sure know the importance of networking and have it down to a science: listening and helping others with anything, from the issues in the workplace to the best mountains to ski in New Hampshire. At the student networking session I was able to trade ideas of helpful course and locations of internships with fellow students. While at the full conference reception I was able to learn from industry leaders about current issues in hospitals and gather suggestions on courses, software and skills which will help me excel as an engineer in a health care setting. This was exactly the information I needed to complete my college career of knowledge.

Learning continued throughout the weekend with value packed workshops. The workshops geared toward students provided me information to excel in my current work while the other topics exposed me to the current issues and possible solutions to real hospital problems. Although I have experience from research of heath care technology integration and a hospital internship, it was eye opening to see all of the possible ways and problems industrial engineering can be applied to in a health care setting. Additionally these solutions gave me new ideas of ways to analyze data and processes in my course work and project. I was pleased to see some of the operations research, statistical, simulation and lean techniques I have been learning in school, applied to real world problems.

This type of learning is by far the best: through conversations with personable and intelligent industry leaders. Everyone I met was supportive and their passion for health care was evident in their conversations. I would be talking to the friendliest, most down to earth person and then later on find out they are a director of operations for one of the top hospital in the country! An additional plus was many attendees were looking to fill open positions in their institution or company. Nothing is better than learning from the best, staying in contact with the best, conversing with the best all in the Big Easy. I’d call that a value added event for my industrial engineering career.

Jumping in with both feet – Healthcare Systems Process Improvement Conference 2013 review

By Mark Biscone, Ph.D., FACHE Designate
Health Systems Specialist
Michael E. DeBakey VA Medical Center

2013 marked my 2nd SHS Healthcare Systems Process Improvement Conference and I jumped in with both feet, cohosting a preconference workshop, giving a seminar, lunch and learn table host, serving as a mentor for multiple students, writing and co-judging the inaugural student case student competition, and serving as a track chair. It certainly was a busy and memorable one!

Like the previous year, I found the conference extremely worthwhile, offering invaluable time to network and talk with others working on systems engineering issues in healthcare. The practical lessons learned and actual project results provided additional data and personal resources for various approaches and improvement areas, stimulating new thinking and spurring potential symbiotic arrangements.

I had the opportunity to co-host a tabletop exercise utilizing Lean concepts in tackling issues in patient flow through Surgery. I have done a few of these in the past and find that they can demonstrate Lean tools and techniques in easy to understand ways with practical examples.

I enjoyed giving my talk, speaking with students, and networking with old friends and new contacts. I especially enjoyed the Student Case Competition.  It was a surprise that writing a case was harder than I had naïvely predicted. The challenge was to provide enough data and info to address a specific problem without leading the groups down a specific path or making potential solutions obvious. I think we struck a good balance, with two groups tackling the problem with enthusiasm and sophistication. I am excited to expand this program in future conferences and wished I had more experience participating in case study competitions.

All in all, the conference went by in a blissful blur leaving me already hungry for next year!

Tales from The Big Easy – Healthcare Systems Process Improvement 2013 review

By Tze Chao Chiam, Ph.D.
UMass Memorial Healthcare
UMass Medical School

“SHS Conference in New Orleans? YES!!!” was my first thought when I learnt about this great conference to take place at a great city – and both did not disappoint. Even though this was my first visit to the conference, I had heard great things about it and had been looking forward to attending it.

Despite having multiple delayed flights on my way to The Big Easy, thus running late for a pre-registered event at the conference, I was grateful that I (and my colleagues and friends) arrived safely. To kick-off my participation at the conference, I attended a simulation dinner hosted by Simul8. As a researcher and practitioner in the healthcare industry using Industrial Engineering tools such as computer simulation, I was glad to see other examples of real-world problems solved by creative implementation of simulation outcomes. My Day 1 at the conference concluded with some great presentations as well as a great 3-course authentic New Orleans meal :-)

All 3 of my alarms went off at 630am of Day 2. Not being an early person, my biggest concern for the day was sleeping through my 8am presentation. Fortunately, I was able to counter the sleepy bug and made it to the morning networking session as well as my own presentation. As I was presenting a mammoth process redesign project that had a large impact on our hospital, I was glad to have the 50-min slot to convey to the audience major milestones from pre-work to post implementation, from utilizing computer simulation, statistical analysis, to Lean implementation.

Throughout my presentation as well as from post-presentation discussion, I had a chance to connect with multiple audience members, including clinicians, professors, researchers, architects, process improvement professionals and students. Being in the industry where silos are unfortunately still the norm, such multidisciplinary discussion was intellectually fulfilling and ought to be encouraged and facilitated more often in the industry.

Besides serving as a forum for high-quality presentations and discussions, SHS Conference also provided opportunities for networking as well as catching-up with friends and colleagues. I had the chance to get back in touch with friends from my college years, supervisor from my past internship, as well as making new connections with professionals that I might not have met otherwise.

Being a foodie, I took every opportunity to enjoy the great food a city had to offer. I had the chance to visit one of the best restaurants in town (think “The Next Iron Chef” finalist) as well as multiple candy stores in the French Quarter to satisfy my sweet tooth. A crawfish bisque, crab maison, crawfish etoufee, jambalaya, alligator po-boy, and multiple boxes of Creole pralines (to-go) later, I left SHS Conference and New Orleans satisfied – intellectually and “culinarily”.

Where are your organization’s Process Improvement Professionals?

Within SHS, we are continually trying to properly profile our membership and associates to better serve their needs. We ask that you please take a moment (< 5 minutes) and respond to a survey that can be found through the link below. We hope to utilize a series of similar surveys if response and results are well received. Thank you.

http://www.surveymonkey.com/s/Healthcare-Improvement-Resources

What is the cost of poor service in hospital delivery systems?

Presently, slower deliveries from Pharmacy could result in a patient waiting longer for pain meds and slow delivery of blood samples to the lab could result in the need of a re-test… or even result in postponing a scheduled procedure.  This slower than “expected delivery” would negatively impact the hospital’s effective and efficient execution of their care plan for the patient.  However, how do you identify these negative impacts and associate a cost to them?

Understanding the Supreme Court’s Obamacare Discussions

By Matthew Kopetsky

Monumentally important Supreme Court discussion regarding the future of our healthcare industry took place this week as the Affordable Care Act (ACA), nicknamed “Obamacare,” was debated. Unless you have four hours, 53 minutes, and eight seconds to listen to the recordings of the Supreme Court’s oral arguments, trying to interpret the outcomes of these discussions can be very confusing. Throughout the week, I attempted to boil down these discussions.

Day 1 (3/26/12): Does the Anti-Injunction Act prevent the Supreme Court from ruling on Obamacare until 2015?

  • Background:  What is the Anti-Injuntion Act? – A 1867 law which prevents anyone from challenging a tax until after it has been paid and a refund has been pursued
  • Key Issue:  Are the penalties for not having health insurance, which would be incurred under Obamacare, a “tax?” – If these penalties are deemed a tax, some argued that the Supreme Court can’t rule on Obamacare until after these penalties begin to be incurred (in 2014). This would likely delay a Supreme Court ruling until 2015.
  • Key Quotes:
    • “[in the wording of the ACA legislation], they did not use that word tax”– Justice Stephen Breyer (liberal)
    • “This is not a revenue-raising measure because, if it’s successful, nobody will pay the penalty and there will be no revenue to raise” – Justice Ruth Bader Ginsburg (liberal)
    • “” – Justice Clarence Thomas (conservative)
  • Possible Outcome:  The Supreme Court seems to consider these payments for not having health insurance to be “penalties,” not “taxes,” and therefore, will continue this week’s Obamacare discussions as planned

Day 2 (3/27/12): Is the Individual Mandate an over-reach of Congress’ power?

  • Background:  What is the Individual Mandate? – A provision in the Affordable Care Act which would require Americans to buy health insurance by 2014 or pay a penalty
  • Key Issue:  Does Congress have the power to require Americans to buy private goods (health insurance)? – Congress has the power to regulate interstate commerce and since the healthcare industry operates across state lines, it seems to fit this definition. However, the Supreme Court questioned where the “limiting principle” (limit to federal power) of the ACA legislation lies. Is healthcare truly a good that is universally required and would this ruling set a precedent for other similar industries?
  • Key Quotes:
    • “Can the government require you to buy a cell phone because that would facilitate responding when you need emergency services” – Justice John Roberts (conservative)
    • “Everybody has to buy food sooner or later. So you define the market as food, therefore everybody is in the market. Therefore, you can make people buy broccoli.” – Justice Antonin Scalia (conservative)
    • “It was a big fuss about that [Social Security] in the beginning because a lot of people said – maybe some people still do today – I could do much better if the government left me alone” – Justice Ruth Bader Ginsburg (liberal)
    • “It’s different because of the nature of the healthcare service. You are entitled to healthcare when you go to an emergency room, when you go to a doctor, even if you can’t pay for it.” – Justice Elena Kagan (conservative)
    • “The young person who is uninsured is uniquely, proximately, very close to affecting the rates of insurance and the costs of providing medical care in a way that is not true in other industries. That’s my concern in the case.” – Justice Anthony Kennedy (conservative)
    • “You can get burial insurance. You can get health insurance. Most people are going to need health care, almost everybody. Everybody is going to be buried or cremated at some point. What’s the difference?” – Justice Samuel Alito (conservative)
    • “” – Justice Clarence Thomas (conservative)
  • Possible Outcome:  Both conservative and liberal justices seemed to agree that Congress could require people pursuing healthcare to buy insurance but conservative justices don’t seem to believe that people can be forced to buy insurance before they have a medical need for it. Many are predicting that the five conservative justices (including Justice Anthony Kennedy who was originally thought to be a swing vote) will hold off the four liberal justices and deem the Individual Mandate in the law unconstitutional.

Day 3 (3/28/12):  Is the federal government’s “coercion” of state run Medicaid programs constitutional? If the Individual Mandate is found unconstitutional, can the rest of the bill still survive?

  • Background:  What is a severability clause? – A clause in legislation (or any legal document) which dictates which aspects of a law shall remain if any specific components are deemed illegal/unconstitutional
  • Key Issues:  (1) Is the federal government’s coercion of state run Medicaid programs – forcing states to expand their programs over six years to provide more coverage to uninsured/underinsured – constitutional? (2) Since the ACA lacks a severability clause, is it the Supreme Court’s responsibility to decide which aspects of the 2,700 page law shall remain? – Could the guaranteed-issue provision that no one can be denied coverage, the community-rating provision that you must charge people the same for health insurance, and/or Medicaid expansion survive individually?
  • Key Quotes:
    • “My approach would say if you take the heart out of the statute, the statute is gone” – Justice Antonin Scalia (conservative)
    • “Would you be making the same argument if, instead of the Federal Government picking up 90% of the cost [of Medicaid expansion], the Federal Government picked up 100% of the cost?” – Justice Elena Kagan (conservative)
    • “When you say judicial restraint, you are echoing the earlier premise that it increases the judicial power if the judiciary strikes down other provisions of the Act. I suggest to you it might be quite the opposite… We would have [created] a new regime [law] that Congress did not provide for, did not consider. That … can be argued at least to be a more extreme exercise of judicial power than striking the whole [law down].” – Justice Anthony Kennedy (conservative)
    • “” – Justice Clarence Thomas (conservative)
  • Possible Outcome:  The nine justices appeared sharply divided along ideological lines (five conservative and four liberal).

Like everyone else on the internet trying to interpret the Supreme Court’s discussions over the past three days, in reality, I’m likely wasting my energy. No one, except maybe justices John Roberts and Anthony Kennedy (considered to be possible swing votes), can predict what the June decision will bring.

In Pursuit of Preventive Medicine

By Matthew Kopetsky

During grad school, I benefitted from the mentorship of one of healthcare’s masters of change, David Gustafson.  During his more than 40 years as a professor in the University of Wisconsin’s Industrial and Systems Engineering Department, he has directed the NIATx, CHESS, been the principal investigator of the TECC project, chaired the department, and found time to mentor, in addition to myself, two of my relatives.  I remember, during one of Gustafson’s guest lectures in a change management course, his account of the inspiration for the Network for the Improvement of Addiction Treatment (NIATx).  Instead of reading about addiction, he actually posed as an addict and actively pursued recovery, eventually checking himself in to rehab for several weeks.  The broken processes and unsupportive rehabilitation environment that he observed shocked him enough that he has dedicated decades of his life to improving them.

A few months ago, I accidently had my own Gustafson-esque inspirational experience as a consumer of healthcare.  It had been several years since my last physical and, as a healthcare consultant, I began to feel hypocritical not maintaining my own personal long-term health plan.  My intentions were noble – pursuing preventive medicine – however, the experience left me wondering why, despite my good health, that I even bothered.

Finding a PCP

A family friend Physician suggested that I pursue a Primary Care Physician (PCP) in my area who is known for being “great with young, healthy males.”  Unfortunately, due to my travel schedule, I’m only available for appointments on Fridays and he only saw patients Monday through Thursday.  So, since the Physician practiced within the network of a large medical teaching facility, the receptionist suggested that I see a Resident.  My appointment was made for the following Friday and I assumed that the all-important “referral” had just taken place.

Getting to the Appointment

Since I hadn’t received driving directions after making my appointment, I arrived (early) at the address listed on all of the pre-appointment paperwork that I had received in the mail and already filled out.  After many blank stares from the business office personnel who had sent me snail mail, I finally obtained the Resident’s number and learned that he was at an office on the other side of town.

The Appointment

Two hours after my appointment was supposed to occur, I was in an exam room with a Resident (and my boss was wondering why I still wasn’t back from my appointment).  The Resident asked me why I was there and, after I explained my desire to get a physical so that I could have peace-of-mind for another several years, he was shocked that I would get a physical in perfectly good health.  In response to being asked what I would like him to do, I suggested several things which I thought to be normal male physical protocol.

The Bill

Several months later, while enjoying my healthy peace-of-mind, I received my hospital bill for the charges which my insurance company deemed Patient Responsibility (~$200).  Then, a couple weeks later, I received the entire Physician Bill because my insurance company had denied the entire Physician balance, deeming the visit out of network (~$400).  So, after an inconvenient visit to a Physician for preventive reasons, I was left with a $600 bill and the quality of my health was exactly the same.  Unfortunately, most consumers don’t understand their insurance plan’s detailed Explanation of Benefits (EOB) well enough to know when charges are denied in error (in defense of consumers, I have had to review EOBs professionally and they can be very confusing).  Since I knew the referral for my care was legitimately from the office of my PCP, I pursued an appeal of the denied Physician charges.  After several phone calls, I was informed that I could either fax or mail a formal appeal of the denial decision to my insurance company (no e-mail since the process needed to be as difficult as possible).  After the fax number that I was provided didn’t work, I sent an old-fashioned letter and hoped that (in 4-6 weeks) my appeal would be honored (and my credit score wouldn’t be affected by my delinquent Physician balance).  Fortunately, the insurance company approved my appeal and paid nearly the entire ~$400 Physician balance.

 

What would Gustafson do?

“…hopefully by the time my loved ones need complex critical care, I will have solved enough of the simple issues that their healthcare experience will be more positive.”

Unfortunately, the healthcare industry hasn’t evolved into the most user friendly experience.  Even when consumers try to be proactive about their care, it is at the very least an inconvenience.  However, in my non-urgent care experience, there are many simple things that could have been handled differently which would have left me with a more positive experience.  The biggest positive outcome from my experience was a revitalizing reminder of what inspired me to enter the healthcare field – hopefully by the time my loved ones need complex critical care, I will have solved enough of the simple issues that their healthcare experience will be more positive.