NYC Health + Hospitals runs 11 acute care hospitals and more than 70 patient care locations, making it the largest public health system in the country. Standardizing anything across that footprint is difficult. Standardizing emergency department utilization review is harder.
The system took it on. Leaders undertook a strategic reorganization of ED utilization review built on a centralized, standardized and systematized framework, aimed at greater efficiency, quality and consistency across core front-end utilization management functions — and streamlined workflows along the way.
Three of the leaders behind it walk through the work: how they identified the stakeholders a redesign of this size depends on, how they built the implementation action plan and which change management methods moved adoption.
Insights include:
- Identifying stakeholders and building an implementation action plan
- Change management methods that improve adoption of tools teams already have
- How to qualify and quantify current processes before changing them
- What a centralized framework looks like across a multisite system