In the next edition of our Consultancy & Advisory thought-leadership series, we take a deep-dive into Quality Management Systems with our Director of Quality Assurance, Mary May. An experienced and knowledgeable expert in all aspects of quality solutions, Mary tells us about the subtle but important distinction between Quality Assurance and Quality Control, and why understanding this difference is key to a fully comprehensive and robust quality program.

More healthcare providers are making the strategic choice to centralize their patient access operations in an effort to move towards a a smoother, more streamlined experience for their patients, gaining in efficiencies and reducing waste. Regardless of the size or fragmentation of a healthcare system, this remains a viable option for strategic improvement.

How do we prepare for the unexpected? This is a question that lurks in the background during normal times but has come to the fore recently. The last number of years have brought all sorts of crises and disasters, including a global pandemic, severe weather events and an increase in cyberattacks.

Established in 2011, Cleveland Clinic’s Post Discharge Contact Program (PDC) supports safe care-transitions for patients from discharge to home, while increasing continuity of care, promoting

The healthcare contact center, while often going unnoticed, is in many ways the key to the patient access experience. It is the first touchpoint, the

There are often negative connotations around the idea of outsourcing. On the extreme view, it can be seen as a cynical cost-cutting exercise where local

In a fast-paced work environment, problems are often amplified and exacerbated due to a lack of visibility of the root cause of the issue. A true understanding of a situation requires visibility and clarity on the subjects or processes being observed. In my experience as a performance optimization consultant, this can be a major challenge for healthcare organizations; there is often hidden complexities between the interrelated processes and systems that remain unseen.

Contact tracing is a critical element in the fight against COVID-19 and has successfully been utilized to fight other diseases such as MERS and SARS.