Case Study

Solutions in practice

Lean's anatomy

Hospital patients aren’t always the ones who need to be convinced that “everything will be fine.” Doctors and surgeons sometimes need the same comfort, especially when preparing to operate.

In 2009, the operating room team at Oakwood Annapolis Hospital (OAH) in Wayne, Mich., found itself in need of some encouragement in both morale and fiscal planning. Its ability to provide overall quality service to the community was being bombarded by several inside and outside factors, according to Aaron Bontrager, business director of surgical services. OAH was in the 32nd percentile national rating for patient satisfaction. It faced a hypercompetitive market in terms of surgery centers and operating rooms within southeast Michigan. Preventable risks were abundant without standard processes.