There is no substitute for the human touch: without it, we are left feeling cold and detached-uncared for. The healthcare industry knows this all too well and has set out to do something about it. This industry has begun to take a look at more qualitative approaches to dealing with patients: adding more quality to their care and treatment. However… surprisingly, they’re getting their best tips from the automotive industry.
What’s Under the Hood
Perhaps, the biggest inspiration has come from Toyota’s cutting-edge manufacturing system, known as the lean manufacturing system. This system pairs efficient production with customer satisfaction. This concept is based on two principles: automation with a human touch, in Japanese this is called jidoka. The second concept is “Just In Time.”
The philosophy behind the first concept is that each step in a process should involve the highest level of quality. When the quality level falls below an acceptable level, the process should stop and be rectified before resuming. This prevents mistakes from being repeated over and over.
Instead, it puts in place the corrected, higher quality version of a process. This philosophy makes the art of upholding quality standards a normal business practice. Once the quality standard is set, all products must meet the standard.
“Just in time” focuses on making only what is needed when it is needed, highlighting efficiency and eliminating anything that doesn’t add to the quality of the product or process. These two concepts combined have helped to increase customer satisfaction and quality products.
How Has Jidoka Impacted the Healthcare Industry?
In 2002, Virginia Mason created the Virginia Mason Production System (VMPS). It was the first healthcare entity to give birth to Jidoka and “Just In Time” and incorporate these concepts in all levels of the organization. They looked at quality patient care as the product. After implementing these new practices, they reported more patient-doctor time and safer care based upon shorter wait periods. Healthcare workers reported fewer mistakes based upon more time spent with patients.
With quality built into every step, no area of the process is was exempt. This includes staff morale and communication. With every area of the process being looked at and evaluated in terms of quality, communication improves amongst staff, thus improving communication and customer satisfaction between the patient and the provider. Jidoka and “just In Time,” have a trickle down effect, leaving no area of an organization void of the quality they hope to bestow on the product which is patient care.
In 2007, the NHS Foundation Trust became the first mental health trust in the UK to incorporate BMPS into their company culture. They worked closely with Mason to learn the practice and philosophy which in turn helped them to win the Royal College of Psychiatrist award as the Mental Health Provider of the Year in 20ll.
Improved customer care, present in the philosophy behind Jidoka and more efficient operations and processes, as demonstrated in the concept behind, “Just In Time,” may be just what the doctor ordered in terms of upgrading our current healthcare systems. Quality and efficiency clearly work well together to create a valuable product.
Perhaps, implementing this practice of Jidoka and “Just In Time” could be successful in industries closely related to the automotive industry as well, in addition to healthcare. For example, it could help in preparing driving schools to create quality defensive driving Austin courses, in cities with rapidly growing populations. Traffic patterns are often adversely affected in rapidly growing cities.
Sometimes, our best examples aren’t the obvious ones. Virginia Mason (VMPS) proved that what worked for the automotive industry is clearly working in healthcare. Many other healthcare facilities have adopted VMPS as a vehicle to elevate the level of service and quality in their facilities.
The concept of building quality into whatever the intended product is has priceless value. Efficient processes that deliver only what is needed with an ultimate focus on quality, have proven to have far-reaching positive effects. The automotive industry may become a paragon of excellence in best practices for the healthcare industry, as well as others.