When we think about who provides patient care at hospitals and health systems, physicians and nurses are often the first people who come to mind. But what about the myriad ancillary and support staff who assist—directly and indirectly—with patient care? These departments play an essential role in ensuring patient safety and shaping the patient experience.
Leading Ancillary and Support Departments to Higher Performance: The New Service Imperative for Patient Care examines the key principles for effectively and efficiently leading ancillary and support teams throughout a healthcare system. Best practices from direct patient care, as well as from diagnostic, therapeutic, and nonclinical services, offer real-world methods for measuring performance and making course corrections when needed.
The book’s opening chapters provide a broad overview of various departments and highlight the importance of these departments to the overall healthcare infrastructure. The following chapters are written by accomplished healthcare experts who identify the strategies they have employed to optimize results in their specific ancillary and support areas. Each of these chapters begins with a description of an ancillary department and then explores its structure, key services, customers, and more.
The book also offers:
Insights on measuring productivity and implementing staffing models
An innovative framework for improving departmental performance
Guidance on identifying key work units and performance metrics
Best practices in leadership and communication for ancillary and support departments
Strategies for applying the Baldrige framework to these areas
Ancillary and support departments are essential partners in ensuring that a healthcare organization achieves its patient safety and experience goals. To be successful, healthcare leaders must understand these departments and how to optimize their performance.
About the Author
Frank R. Tortorella, MBA, JD, FACHE, is vice president of accreditation, regulation, and certification at The University of Texas MD Anderson Cancer Center in Houston. In this role, he provides institutional strategic oversight and leadership for accreditations, regulations, and certifications. He previously served as vice president of clinical support services. Prior to joining MD Anderson, Tortorella served as vice president of finance and vice president of ambulatory care at Advocate Illinois Masonic Medical Center in Chicago. He holds a bachelor of arts degree from Harvard University, a master of business administration degree with a specialization in healthcare administration from the University of Chicago, and a law degree with a concentration in health law from Loyola University Chicago. Tortorella is also an adjunct professor at the Beazley Institute for Health Law and Policy at the Loyola University Chicago School of Law and at the Robert F. Wagner Graduate School of Public Service at New York University. He has served as a Baldrige examiner at the state and national level.