Service Innovation

Many would agree that healthcare delivery today is inefficient, ineffective, and segmented. In this panel discussion, experts talk about how they have persisted in delivering high-quality treatment. They discuss innovations in redesigning and scaling operations for wider benefit, the realities of implementation, and the need to train clinical workers in delivering compassionate care. The discussion was part of the 2011 Healthcare Summit, held at the Stanford Graduate School of Business.

Gerald (Jerry) Coil is special assistant to the CMO, AltaMed Health Services. He has served as an internal consultant at AltaMed; senior consultant at Cattaneo & Stroud, Inc.; executive vice president and COO at HealthSpring; president and CEO at MHN; senior vice president at Health Net; senior vice president, benefit administration, at Kaiser Permanente; partner at NorthShore LLC; and regional vice president, Pacific Rim at North American Medical Management/Phycor.

Thomas Lee is an MD with One Medical Group. He specializes in primary care internal medicine with an emphasis on preventive health, complex cases and quality improvement. Lee graduated from Yale University and the University of Washington School of Medicine, and completed his residency at Harvard’s Brigham and Women’s Hospital before serving as editor-in-chief for the widely used drug reference application Epocrates. He then founded One Medical Group as a step toward improving primary care delivery.

Paul Wallace is director of the Lewin Center for Comparative Effectiveness Research. A board certified physician in internal medicine and hematology, he is a renowned lecturer on topics including evidence-based medicine practice and policy; performance improvement and measurement; clinical practice guideline development; population-based care and disease management; new technology assessment; and comparative assessment. He serves on advisory committees at the Institute of Medicine (IOM), and is a member of a number of healthcare-related boards.

Arnold Milstein is professor of medicine and leader of Stanford University’s Clinical Excellence Research Center. His career and ongoing research are focused on acceleration of clinical service innovations that improve the societal value of health care. He serves as the medical director of the Pacific Business Group on Health, the largest regional health care improvement coalition in the U.S. He also guides employer-sponsored clinically-based innovation development for Mercer Health and Benefits. Previously he co-founded the Leapfrog Group and Consumer-Purchaser Disclosure Project, and served as a Congressionally-appointed MedPAC Commissioner.

https://ssir.org/podcasts/entry/service_innovation