Sharon Goodwin Regional VP Home Care & Private Pay, VP Quality & - TopicsExpress

Sharon Goodwin Regional VP Home Care & Private Pay, VP Quality & Risk VON Home Care Transformation I had the opportunity to lead Ontario redesign of home care in 2012. Redesign dramatically reduced from 176 steps to 58 steps and from initial referral request to scheduling first visit, was reduced from 5 hours to 5 minutes. How did VON achieve this? Lean quality improvement, involving the people who do the work at the front lines to process map the work flow, eliminate wasteful steps and design a process around the needs of customer and clients. Can VON sustain the change? Management is now doing Gemba walks (work at the level of work) to see the work at the level it is being performed. I am watching for graphs on the wall, for team huddles, for process maps and standard work charts. I ask a lot of questions.

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