BSG’s work was coordinated by Ed Karls, Director of the Customer Performance Metrics and Improvement group within the UMHS Quality Improvement (QI) team led by Deb Guglielmo. As part of a 3-month engagement, David Baker of BSG worked with the QI team on delivering programs involving an employee engagement assessment, patient satisfaction studies, and a program measuring satisfaction among physicians who refer patients to UMHS.
“It’s a privilege to be engaged with a team dedicated to ensuring continuous improvement throughout UMHS,” says Baker. “The CEO of U-M Health System, Ora Hirsch Pescovitz, M.D., has emphasized in past presentations that the three core areas of research, education, and clinical medicine combine to form one integrated health system. From our experience, the QI group is in a unique position within the organization to help make ‘One UMHS’ happen.”
The work of the QI group spans across UMHS and some of its key stakeholders, notes Baker. “They send surveys to over 20,000 UMHS employees, gather feedback from a multitude of hospital and clinic patients, and solicit survey responses from referring physicians throughout the state and region. As such, the Quality Improvement group is well-situated as a cohesive force throughout UMHS. BSG is honored to have joined the QI team for this brief period and to help contribute to the QI team’s important role within UMHS.”
# # #
Baker Strategy Group (BSG) helps clients make SMART Customer Strategy happen. BSG bridges thought leadership with solid execution to ensure success. Client work is concentrated four main areas: China business development, advanced manufacturing, education, and non-profit organizations.