This episode of the MGMA Insights Podcast welcomes healthcare consultant and author Owen Dahl, discussing his new book Humanizing Lean Leadership in Healthcare, the latest published by MGMA. Dahl discusses the intersection of Lean principles, staff engagement and patient outcomes by offering practical strategies for medical practice leaders looking to improve efficiency while maintaining a strong human touch in their practice.
The Rationale Behind Humanizing Lean
Dahl has noticed a gap in how Lean and Six Sigma were applied in healthcare, often focusing too much on metrics and structure. "When people would think about Lean and Six Sigma... they would think about, well, we have to get master black belts... and be based on statistics," he stated.
Dahl emphasizes the importance of not losing sight of the human element, highlighting that effective leadership must engage the minds and skills of staff members. "One of the bigger wastes that we've always seen is the fact that the employees’ brains are not engaged as much as they should be," he notes.
Balancing Efficiency with Humanity
A major theme touched on was balancing the need for efficiency with maintaining a positive workplace culture. Dahl points out that while achieving efficiency goals is critical for access and financial health, it must be paired with strategies that prioritize patient experience and staff involvement.
"How do you meet that demand and make it a great patient experience and create a great patient outcome,” he asks. “Well, again, you can't do that by yourself. You need the team." He emphasizes that leaders should foster an environment where staff feel valued and included in problem-solving efforts.
Addressing Fear of Technological Change
Dahl also explores the parallels between Lean implementation and the rise of AI in healthcare, touching on common fears among employees. "People are fearful of AI because they’re going to lose their jobs... I think people were fearful of Lean Six Sigma, with all of the great tools... that they would lose their jobs," he said. Dahl explains that while technological advancements do change job roles, adaptability and upskilling are key. Those who learn to work with new tools effectively will become more valuable. As Dahl notes, "Jobs are going to change... but the ones that are going to be successful are those that are going to adapt.”
The Role of Culture in Change Management
Culture plays an important role in successfully implementing Lean and adapting to AI. Dahl underscores that without a culture accepting of these changes, organizations could face significant challenges. "If the culture is not accepting of these kinds of things happening, that organization is probably doomed to fail," he explains. He also highlights how culture needs to be reinforced consistently, with leadership guiding and motivating teams to align with the organization’s mission of delivering positive patient outcomes.
Practical Example of Human-Centric Lean
Dahl shares an illustrative case study of a 20-doctor group practice that adopted Lean tools tailored to its specific needs. He describes how the supervisors and team leads gradually bought into the process, resulting in visible changes in patient satisfaction and employee retention. "It took a lot of communication and time... but what happened was the patient experience... and the retention of employees actually came through," Dahl says, showcasing that successful Lean integration requires customization and steady reinforcement.
Educational Opportunities for Practice Leaders
To further support medical practice leaders, Dahl highlights MGMA’s Lean Six Sigma Green Belt course. This course allows participants to apply Lean tools to real-world projects within their organizations at their own pace. "They could start that day, go through the same concept... identify a project that's needed within their organization," he noted. Dahl stressed that such courses are vital for upskilling staff to respond effectively to the evolving demands of healthcare, including the integration of AI.
Direct Resources:
- Book: Humanizing Lean Leadership in Healthcare by Owen Dahl MGMA Bookstore
- Lean Six Sigma Green Belt Course: MGMA Online Courses
- Further Reading: Sapiens and Nexus by Yuval Noah Harari, as referenced by Owen Dahl.
MGMA Resources:
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