BestPractices™: Hospitals

The Science, Art and Business of Patient Care™

BestPractices™ is out to do nothing less than revolutionize the way emergency medical care is delivered in the United States. For each and every partner hospital, we commit to:

Delivering the highest quality clinical care
Achieving unparalleled levels of customer service
Executing new BestPractices™ to make an immediate impact
Creating a rewarding and enriching environment for doctors and employees

We are able to accomplish this because the BestPractices™ Way integrates Science, Art, and Business by working with our clients within an ED outsourcing model. Traditional Physician Practice Management and pure staffing approaches are broken. They do not allow hospitals or providers to consistently deliver superior emergency services at a reasonable cost. We only engage with hospitals willing to truly partner with us within an outsourcing context.

What does ED outsourcing mean? First, it means that we use an integrated delivery model. We assume most (if not all) responsibility for a department's operations, and build strong connections with "partners" (e.g., adjacent departments, administration, nurses, etc.) within the healthcare continuum. Second, we employ a process-centric approach to overlay business practices on clinical care. We use execution-oriented training programs to drive excellence in risk reduction, customer satisfaction, leadership, and billing (among others). Finally, we employ an information-based strategy that leverages technology investment to manage the business, improve productivity, build physician community, and measure performance.

Has BestPractices been successful in this approach?

Consider the voices of several nationally-recognized experts with regard to BestPractices™ and the work done by Doctor Thom Mayer, our Founder and CEO, and Doctor Kirk Jensen, our Chief Medical Officer. They come from Quint Studer, (the leader in healthcare customer service), Tom Peters, (legendary leadership consultant, speaker, and author), and Doctor Don Berwick, the CEO of The Institute for Healthcare Improvement.

“Thom Mayer has made a difference in healthcare by being a leading proponent of customer service in emergency departments. He not only inspires people, but also gives them the tools and techniques to improve operations.”

Quint Studer
“I honestly can’t remember when I’ve seen so much of so much importance crammed into a short book. Thom has done an excellent job of making the case for customer service excellence in acute care institutions. This book is laser-like in its aim.”

Tom Peters
(from the Foreword to Leadership to Great Customer Service)
“A milestone in the ability to explain and explore flow as a central, improvable property of healthcare systems. The authors are masters of both theory and applications, and they speak from real experiences, bravely met.”

Donald Berwick, M.D., CEO, Institute for Healthcare Improvement
(from the Foreword to Leadership for Smooth Patient Flow)

But the best testimony of all to our success and the substantial competitive advantage that BestPractices brings to your hospital comes from the hospitals with which we partner. Please contact us for our client list – they are our best sales people!