Healthcare

As chair of medicine at Mayo Clinic, Dr. Nicholas LaRusso started a small experiment to see whether teams of doctors and designers could redesign the way healthcare is experienced and delivered. After introducing the design world's rapid prototyping approach to test potential changes to waiting rooms or integration of technology, he found himself heading the Mayo Clinic Center for Innovation promoting innovation throughout the institution.

Hunger, obesity, and environmental damage from agricultural activity share a number of common roots. This led Yale food expert Kelly Brownell to call for a coordinated effort to find world solutions to these issues.

Will medical costs in the United States swamp our ability to pay? Can information technology continue to get faster, lighter, and more effective? Will global trade go on increasing and generating wealth? Asking if a system is sustainable forces one to project far into the future — and then to look back at the present from that vantage.

Elizabeth Serlemitsos ’93 is chief advisor to the Zambian National AIDS Council, which is the government entity responsible for coordinating the country’s response to HIV and AIDS. The council works with international donors to develop and implement both private and public sector programs to combat devastating impacts of the disease.

MinuteClinic was founded in 2000 to provide retail healthcare — walk-in care for common illnesses. There are more than 500 MinuteClinics across 26 states and they have seen more than two million patients. CVS bought MinuteClinic in 2006 and most clinics are located in CVS pharmacies. Q3 talked with Cris Ross, MinuteClinic’s chief information officer, and Dr. James Hartert, the company’s chief medical officer, about how their business could change healthcare.

International comparative healthcare is a largely untapped field. Health policy researcher Jennifer Baron '05, describes programs that suggest steps toward aligning incentives for all participants around value judged on health results. Even looking at countries that provide near-universal access to care, she finds that a comprehensive value-based system doesn’t yet exist.

Competitive strategy expert Michael Porter, the Bishop William Lawrence University Professor at Harvard Business School, has shaken up the thinking around healthcare reform with Redefining Health Care, a book he coauthored with Elizabeth Teisberg, associate professor at the Darden School of Business. Porter talked with Q3 about his ideas on how to bring the right kind of competition to healthcare and developments since the 2006 release of his book.

The healthcare debate often turns on numbers, but statistics are easy to distort or misunderstand.

A recurring theme in discussions of how to improve the U.S. healthcare system is the hope that technological innovation will provoke leaps in the quality and efficiency of care. Thomas Enders is a managing director for the $1.2 billion Global Health Solutions group of CSC. He provides an insider's perspective on what technological change can accomplish.

Organizational change can occur at the level of technological innovation or at the level of human interaction. Consulting firm Katzenbach Partners studied customer service across industries and developed a model that proposes creating competitive advantage through a holistic approach to customer service. A recent white paper, “The Empathy Engine: Achieving Breakthroughs in Patient Service,” applies this analysis to the healthcare industry. Q3 talked with Jenny Machida, a leader in Katzenbach Partners’ healthcare practice and one of the authors of the paper, about the personal side of patient service.