“Our air traffic control system for the hospital.” Mercy Medical Center Improves Patient Flow and Care Quality with Logistics

Dan Moen, system CEO, stand in front of the Mercy system aim: “Together, do the right thing, the right way, every day for every patient.”

Dan Moen, system CEO, stands in front of the Mercy system aim: “Together, doing the right thing, the right way, every day for every patient.”

Here’s a terrific article in HealthCare News the documents the successful transformation journey of Mercy Medical Center in Springfield, Massachusetts. In 2013, Mercy launched a system-wide CareConnect initiative, rooted in a new logistics-based central care coordination model. The improvement have been dramatic and across all areas of throughput and care quality, as summarized nicely by system CEO Dan Moen:

  • “People are working as a team, less silo-based. It’s a much more planned process. It helps us be more efficient and minimize wasted motion, and it frees up staff to spend as much time as possible with patients.”
  • “We’ve made more than 75 specific improvements in patient flow, many impacting quality, such as reducing falls and pressure ulcers and hospital-acquired infections.”
  • Mercy CNO Sharon Adams in the hub, where care is centrally coordinated

    Mercy CNO Sharon Adams in the hub, where care is centrally coordinated

    “We’ve made great strides in all areas. We wanted to reduce length of stay and still make it a better patient experience. And because we’re freeing up capacity on the inpatient side, the ER has become much more efficient; there are fewer situations where a patient is held in the ER, waiting for an inpatient bed.”

  • “We’ve taken an hour off the door-to-door time for patients in the emergency room.”
  • “A lot of hospitals will have trouble catching up. We didn’t want to be in that position. We always want to be out ahead of the changes.”
  • “This has really been a transformational project for us, and we couldn’t be happier with the results at this point.”

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