ACES in Healthcare: ACES in Action
Welcome back! In last week’s post, we shared Slalom’s approach to process optimization: Assess, Create, Execute, and Sustain (ACES). In this post, we’ll share how the ACES framework was applied to different healthcare organizations and their complex process challenges.
Assess
A large ambulatory provider was challenged with home durable medical equipment (DME) getting lost during transit or the return process. We used the ACES framework because the provider group did not know why the DME was lost and believed the varied processes were the root cause. Slalom interviewed a variety of stakeholders from home nurses to partner carriers to understand the process, the tracking mechanisms, and what information was flowing (or not flowing!) between systems.
The result - a thorough current state assessment and visual process map of how the DME was flowing from the clinic to the warehouses to the patient’s home and returning to the cleaning facility. This enabled the provider to have a clear picture of the process handoffs, how the data flowed between tracking systems, and where there were delays and manual workarounds.
Create
A large, multi-state provider was struggling with their provider data processes and how to streamline data flows between disparate systems, multiple team handoffs, and understanding provider data inaccuracies on their patient facing website. We used the ACES framework because we wanted multiple stakeholders to design the future state and be a part of the solution. Slalom engaged physicians, data engineers, and system owners to create an ideal future state. We led ideation working sessions on technical architecture, business architecture, and wish list items. Together with the client, we co-created the future state process and technology solutions to solve for the current state pain points.
Execute
A life sciences company was launching a new medical device and asked Slalom to help identify and execute on key operational process changes required to support the commercial launch. We used the ACES framework because we needed clear ownership, project plans and performance targets to strengthen implementation success. After understanding the required changes and getting stakeholder buy-in, Slalom developed individual project charters, action plans, and resource requirements to implement the prioritized changes identified during the Assess and Create phases.
Sustain
An academic medical center implemented a new process to solve for delayed and varied call bell responses on the patient floor. During the process improvement project, the team identified SMART goals (specific, measurable, attainable, relevant and time oriented) and tracked their metrics in a monthly dashboard. After execution, the team and leadership reviewed the improvements, tracked performance, and identified additional opportunities for continuous improvement.
Final Thoughts
Healthcare providers, payors, and life science organizations are ripe for a framework like ACES given the complex processes, matrix organizational design, and significant technology landscape. Process optimization, rooted in a framework like ACES, has demonstrated great success and measurable sustainability across industries. Some clients tell us that they don’t know where to start, but our structured framework is easy to tailor to your unique needs and build stakeholder alignment along the way.
Meet the Authors:
Sarah Reynolds is a Senior Principal in Denver’s Business Advisory Practice. Her specialty is in healthcare / life sciences with a deep passion for improving systems of care, patient outcomes and optimizing operations.
Antonio Lara is a Principal in Slalom Denver’s Business Advisory practice focusing on helping clients develop impactful solutions for their operational issues and leading the Slalom Denver ACES Process Improvement framework and capability.
Slalom is a modern consulting firm focused on strategy, technology and business transformation. Our healthcare and life sciences industry teams partner with healthcare, biotech and pharmaceutical leaders to strengthen their organizations, improve their systems, and help with some of their most strategic business challenges. Find out more about our people, our company and what we do.
