Chapter 4. Focus On Processes
“We want to generate a new set of ways to meet the needs of patients,” says Dr. Victor M. Montori, a professor of medicine at the world-renowned Mayo Clinic.
In reengineering terms, what most concerns Montori are the processes of health care, especially the interaction between patient and doctor, which has barely changed in more than a century. “Medicine has changed, people have changed, technology has changed, but the exam room isn’t so different from what it was in the 1800s,” according to Dr. Michael D. Brennan, an endocrinologist. (Both Brennan and Montori have been closely associated with the acclaimed SPARC—See, Plan, Act, Refine, Communicate—Innovation Program at Mayo—Brennan as medical director and Montori ...
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