The Client Challenge
Franciscan Alliance, a 14-hospital system in Indiana, saw an opportunity in their upcoming Epic “Refuel.” The health system was on a transformation journey to better meet changing consumer demands, engage and retain staff, improve competitive positioning, and prepare for reimbursement changes. Rather than take a technology-centric re-implementation of their electronic health record (EHR), they envisioned an operations-centric transformation effort to drive a stronger patient and caregiver experience and continuous performance improvement.
Opportunities to Drive Value:
- Build internal competencies for technology-enabled transformation
- Support higher-quality care
- Enhance the patient experience
- Improve engagement and satisfaction among healthcare professionals
- Reduce variation within the system
Navigating to Next: The Solution
The Chartis Group partnered with Franciscan Alliance to set up the initiative for success. The engagement began with an assessment of critical structures, competencies, and capabilities to identify gaps and risks. Areas analyzed included communications, training, engagement, leadership and governance, change leadership, and benefits realization. The assessment confirmed the need for a cohesive training program and revealed improvement opportunities for end user communication, operationally-led governance, change management leadership tools, and benefits realization. Chartis worked with Franciscan to develop a vision, guiding principles, and goals specific to identified opportunities. The team co-established an approach in which operational needs — rather than IT-driven optimization preferences — were the driving force behind all decisions about selected projects, content, workflows, and training. Technology then became the enabler to activate the plan and galvanize engagement to meet these operational needs and organizational goals. The team developed a sustainable structure to support continuous improvement of care quality, efficiency, and experience.