The CEO of a prominent healthcare system once shared a thought-provoking insight with me: "The issue with healthcare operations is their lack of understanding about operations itself." This statement carries significant weight and prompts valuable reflection. In essence, operations encompass the meticulous planning, organization, and supervision of daily processes to ensure the optimal fulfillment of commitments made to customers while engaging and developing team members.
Effective operations management becomes challenging in healthcare organizations that do not facilitate the integration of key performance indicators (KPIs) into every frontline team’s processes for planning, execution, reflection, and improvement. This might be where the lack of understanding about operations in healthcare starts.