Comments on: Lean at Virginia Mason Medical Center

By: Lucy Grace

Lucy Grace — Mon, 07 May 2007 23:11:00 +0000

Sorry to break it to you “Kaizen Fellows” but, as a patient of VM, I can attest to an incredible downhill slide when it comes to satisfactorily addressing patient concerns. I now have to plan to wait at least 6 minutes on hold before my call is answered at a clearing house (Bothell?) where they assure me they really are the clinic at my location. Then, either my messages do not get thru to my clinic or are ignored when they do receive them because calls are usually not returned. When I do receive a call back, the message has often not been accurately conveyed.
One positive I guess it that, if patients remain in VM’s care, the frustration that comes from dealing with the above will likely cause stress-related illnesses that will increase income for VM.

By: Matt Meyers

Matt Meyers — Wed, 21 Mar 2007 13:26:06 +0000

I’m guessing Virginia Mason is doing pretty well, given their chosen use of excess funds.

http://www.bizjournals.com/seattle/stories/2007/03/19/daily16.html?from_rss=1

Matt

By: Business Consulting Services

Business Consulting Services — Tue, 20 Mar 2007 23:19:01 +0000

The Toyota Way is very admirable in so many regards, but it seems to have its roots set heavily in common sense. Unfortunately, common sense just isn’t that common anymore. Think our auto manufacturers will figure this out in time?

I discovered your blog by accident, but I’ll be sure to return. Good stuff!

—
Learn more about Business Consulting Services