Operationalising personalisation in a healthcare system
Abstract
The balance of power is shifting away from traditional institutions into the hands of individuals. A top priority for every hospital leadership team is the need to provide a much more personalised experience for two primary constituencies: leaders and staff (internal) and patients, including members of the broader communities served (external). Personalisation is seeing and treating people as individuals, whether those people are patients or staff. It is achieved when people know they matter. Operationalising personalisation is the act of adapting the way an organisation functions to make it more likely that both internal and external constituencies at all levels build the skills and have the tools to see and treat people as individuals. Many barriers to personalisation exist within organisational cultures that are designed, instead, for standardisation; however, there is a methodical approach to identifying and overcoming those barriers and to creating an environment where people know they matter as individuals. One private, not-for-profit clinical research centre, hospital and graduate school embarked on this approach, examined organisational systems over a year, identified actions to take and behaviours to change, and improved their personalisation readiness scores across four categories by 17, 21, 32 and 32 percentage points. The experiences of this organisation give other organisations a blueprint to follow in their own pursuits of operationalising personalisation across the enterprise.
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Author's Biography
Thomas Jackiewicz is president of the University of Chicago Health System. He oversees the US$5bn, seven-hospital clinical enterprise that integrates the patient care mission of the University of Chicago Health System with the education and research missions of the University of Chicago. A strategic visionary, Tom has ushered in eras of substantial growth and improvement at academic health systems across the country. At the University of Chicago Health System (UCHS), he has secured approval to build a new US$815m cancer centre, which will be Chicago’s first free-standing cancer centre. Other important initiatives under his leadership include the creation of UCHS AdventHealth, a Northwest Indiana campus and a major collaborative of providers focusing on health challenges on Chicago’s South Side. Prior to joining UChicago Medicine, Tom served as CEO of Keck Medicine of USC, where he grew the medical enterprise from a US$450m to a US$2.2bn regional academic health system and achieved a top 20 ranking on the U.S. News & World Report Best Hospitals Honor Roll. He is a frequent speaker at national gatherings, including the American College of Healthcare Executives, Becker’s and the National Academies of Sciences, Engineering, and Medicine.
Glenn Llopis (pronounced ‘yo-pes) is a Cuban-American executive, entrepreneur, senior adviser and speaker to Fortune 500 companies and healthcare organisations. He is also the author of the books Earning Serendipity, The Innovation Mentality, Leadership in the Age of Personalization and Unleashing Individuality. He has been a leadership strategy contributor to Forbes since 2010 and contributes to Harvard Business Review and Entrepreneur Magazine. Today, Glenn is the president of GLLG, a consulting firm that builds high-performance leaders, teams and cultures focusing on inclusion and the power of individuality to achieve growth. Through executive summits, intensive coaching, scalable training, proprietary assessments and customised strategies for enterprise-wide deployment, GLLG helps leaders build systems that put ideas into action. Glenn is also the founder of the Leadership in the Age of Personalization movement focused on shedding the limitations of standardisation to thrive in our age of personalisation.
Citation
Jackiewicz, Thomas and Llopis, Glenn (2024, March 1). Operationalising personalisation in a healthcare system. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 8, Issue 3. https://doi.org/10.69554/GJBE7006.
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