Item 6.2 - Work Processes (50 pts.)                                                                                                                                                                     Process

HOW do you design, manage and improve your KEY organizational WORK PROCESSES?

Describe HOW your organization designs, implements, manages, and improves its KEY WORK PROCESSES to deliver PATIENT and STAKEHOLDER VALUE and achieve organizational success and SUSTAINABILITY.

Within your response, include answers to the following questions:

6.2a. WORK PROCESS Design

a(1)   HOW do you design and INNOVATE your WORK PROCESSES to meet all the KEY requirements?

HOW do you incorporate new technology, organizational KNOWLEDGE, and the potential need for AGILITY into the design of these PROCESSES?

HOW do you incorporate CYCLE TIME, PRODUCTIVITY, cost control, and other efficiency and EFFECTIVENESS factors into the design of these PROCESSES?

6.2b. WORK PROCESS Management

b(1)   HOW do you implement and manage your WORK PROCESSES to ensure that they meet design requirements?

HOW does your day-to-day operation of these PROCESSES ensure that they meet KEY PROCESS requirements?

HOW is WORKFORCE, PATIENT and STAKEHOLDER, supplier, PARTNER, and COLLABORATOR input used in managing these PROCESSES, as appropriate?

What are your KEY PERFORMANCE MEASURES or INDICATORS and in-PROCESS MEASURES used for the control and improvement of your WORK PROCESSES?

b(2)   HOW do you address and consider each PATIENT'S expectations?

HOW are HEALTH CARE SERVICE delivery PROCESSES and likely outcomes explained to set realistic PATIENT expectations?

HOW are PATIENT decision making and PATIENT preferences factored into the delivery of HEALTH CARE SERVICES?

b(3)   HOW do you control the costs of your WORK PROCESSES?

HOW do you prevent rework and errors, including medical errors?

HOW do you minimize the costs of inspections, tests, and PROCESS or PERFORMANCE audits, as appropriate?

6.2c. WORK PROCESS Improvement

HOW do you improve your WORK PROCESSES to achieve better PERFORMANCE, to reduce variability, to improve HEALTH CARE SERVICES and HEALTH CARE OUTCOMES, and to keep the PROCESSES current with HEALTH CARE SERVICE and business needs and directions?

HOW do you incorporate the RESULTS of the organizational PERFORMANCE reviews discussed in response to Item 4.1 into the SYSTEMATIC evaluation and improvement of your WORK PROCESSES?

HOW are WORK PROCESS improvements and lessons learned shared with other organizational units and PROCESSES to drive organizational LEARNING and INNOVATION?

Notes:

N1. Design requirements should consider PATIENT safety; coordination and continuity of care; and regulatory, accreditation, and payor requirements, as appropriate.

N2. To improve PROCESS PERFORMANCE (6.2c) and reduce variability, your organization might implement APPROACHES such as the Plan-Do-Check-Act methodology, Six Sigma methodology, a Lean Enterprise System, use of ISO quality system standards, or other PROCESS improvement tools. These APPROACHES might be part of your PERFORMANCE improvement system described in response to P.2c in the ORGANIZATIONAL PROFILE.

N3. The RESULTS of improvements in HEALTH CARE OUTCOMES and HEALTH CARE SERVICE PERFORMANCE should be reported in Item 7.1. All other WORK PROCESS PERFORMANCE RESULTS should be reported in Item 7.5.