Last month, I was in a fascinating discussion some people from Google about workplace productivity tools. I was interested because we have a feature-rich Cisco voiceover IP phone system that can be used with traditional handsets or “soft” phones on computers with headsets. We also purchased Microsoft Office 365 […]
Taking Command: Building A Network Operations Center
“I had no idea it was this complex,” exclaimed our corporate controller. “Do you think our clinicians understand how this works?” This was her reaction to touring one of our tier-3 data centers, and no, I don’t think our clinicians understand the challenge and importance of data center management. I don’t want them to have […]
Not Just A Website: Redesigning Service Management
Fixing The Car While It’s Zooming Down The Highway
In September 2011, after 14 years of working in our hospitals, I took on a “corporate” job. I didn’t know then, and still don’t know, how long it will take to prepare our organization to meet the new business demands, but I had three areas of focus for the first three years: Performance Management, Process […]
Gut Check Time: What It Takes to Maintain Continuity During A Major Change
It’s no secret for those inside or outside of our company — Partners HealthCare System is going through significant change. Like all healthcare providers, we are adjusting to the changes in the payment system and our local market demands. Two years ago, we signed a contract with a systems vendor, ending a long era of […]