Operations Improvement
Guided projects that improved productivity, access, technology integration, work flow, and revenues. Assisted clients in implementing solutions that reduced rework and significantly improved operations as well as patient satisfaction. Results included improved access, financial outcomes and use of information technology. Facilitated implementation of innovations in patient self-management and planned care, including group medical visits.

Our focus is on building client knowledge and skill. The ability to 'see' and quickly implement quality improvements in clinical office practice. The results? Sustainable improvement vs. voluminous reports and dependence on outside assistance. Management and staff share a common language and skills for initiating, testing and implementing change. In addition to internal benefits from our work together, improved access and efficiency enables clients to stand out in a look a like market.

Conducted comprehensive quality improvement projects for physician groups, hospitals and Integrated Delivery Networks. Developed proprietary Access Pathway and Healthcare Matrix™ tools to optimize operational, IT, and financial results. Identified cost reduction and clinical redesign models that significantly improved patient access and financial results while reducing waits and delays. Developed strategies to leverage opportunities in pay-for-performance reimbursement.

American Academy of Family Physicians’ National
Demonstration Project
Suzanne Houck, President of Houck & Associates, is one of twelve individuals recruited by the American Academy of Family Physicians’ TransforMED project to assist with redesigning the practice of Family Medicine nationwide. Work included training TransforMED staff and advising participating practices in the areas of electronic health record implementation, improving operations, and effectively managing major change.

Electronic Health Record Integration
Successfully assisted medical groups with the biggest change most will ever encounter-the transition to electronic health records. Our hands-on experience alleviates costly pitfalls and pain for physicians and staff. Facilitated implementation, from needs assessment to vendor selection and implementation. Matched vendor solutions with client criteria and needs. Assisted clients in leveraging existing information technology for maximum efficiency as well as patient and staff satisfaction.

Improving Patient Satisfaction
Beyond traditional customer service training and annual surveys, our experience with operational redesign resulted in strategies that deal with the root causes of patient dissatisfaction and attrition. Developed innovative programs to build capacity of ambulatory care providers to build strong patient loyalty. Enabled institutional knowledge to sustain changes with practical accountability, measurement, and feedback tools.