Our Vision

BestPractices’ Vision – Why We Exist

Our vision is to create a new future for emergency medicine through a partnership with our client hospitals, rooted in the three pillars of our approach:

  • The Science of Clinical Excellence
  • The Art of Customer Service
  • The Business of Execution

The Science of Clinical Excellence

Our reputation for clinical excellence is widely-known and has been demonstrated by our ability to “Deliver the Results that Matter” to the EDs we serve. This reputation also results from our many contributions to the specialty of emergency medicine, as evidenced by the journal articles, textbooks, national courses and invited lectures we have delivered.

The Art of Customer Service

BestPractices is the nation’s leader in the development and implementation of programs to improve customer service in emergency medicine. This gives the EDs we serve a decided competitive edge in the marketplace. Emergency departments under our leadership have won awards from every customer service organization in the country, including Press Ganey, PRC, Gallup and others. Our book, Leadership for Great Customer Service, is a perennial best-seller for the American College of Healthcare Executives and we have written a series of articles for Healthcare Executive summarizing our work. We teach our nationally-recognized course, ED Survival Skills, and offer our A-Team Toolkit to our partner hospitals. Combining these two assets with our deep and innovative focus on patient flow allows us to attain the highest possible results for our partner hospitals.

BestPractices Doctor Patient Consultation in Hospital

The Business of Execution

Great ideas in healthcare, while rare, are easy compared to the difficult work of execution. With over 30 years of experience in delivering results through innovation, BestPractices has developed a successful approach rooted in the latest techniques:

  1. Matching Demand and Capacity
  2. Measuring and Anticipating Variation
  3. Implementing Tailored Front-End Solutions such as Team Triage, Rapid Medical Evaluation and Others

The deep work we have done on patient flow is summarized in both Leadership for Smooth Patient Flow, which won the ACHE’s 2008 Hamilton Award for the best book on healthcare leadership, and Hardwiring Flow, recently published by The Studer Group. We believe that our work and our results exemplify BestPractices as “Leaders in Emergency Medicine.”