QualityCan Not Be Legislated, It Must Be Lead By Innovation

I have had a full 24 hours of great education this week, and my head is spinning with new thoughts and ideas..

Last night, I had my first organizational leadership class; and I remembered why I loved organizational psychology and sociology so well as an undergrad! The class had a great discussion on leaders within organizations and their defining moments; IE; leading during the non-traditional events that occur within an organization. It got me thinking about the market disruptor's and changes that are looming in health care and the prospect of where the great leaders will emerge from to get us thru the changes as they occur. As health care organizations,we need to start spending significant time on teaching and mentoring innovative leadership. We need to think about how we reward and grow those individuals who have the ability to see the big picture, absorb it and make the critical decisions that will be necessary to stay competitive in a world market of care decisions.

The other part of my education occurred today at a Detroit Economic Club lunch where the president of one of the largest health care companies in America spoke about the future of health care in America. His thoughts put into words what many of us need to hear about our health care choices. I am still thinking about one item that he said and I am going to make it my new mantra for what I do within my organization, and for my leadership model to my staff. To paraphrase the thought: Quality will drive health care in the future. Further, quality can not be legislated, compliance can be legislated. Quality must be lead by innovation. Compliance does not create quality....

As providers, too often we find ourselves seeking "quality" to be defined by meeting the criteria set up by the government regulations. The reality is that quality is driven by creating market disruptive innovation that customers desire and demand. Without creating remarkable quality services and outcomes, we will fail in the future. By allowing the government and other regulatory entities define quality for us; we are missing the critical element; customers. Customer based definition of quality should be our one and only focus. In a true market based economy the customer should drive the success of a health care provider. Subsequently, as health care providers we need to fight for this vision. We need to demand that we are allowed to have the latitude to create customer driven quality care environments where consumers are able to define the quality they want. If the regulators really want to "thin" the poor performers, this system would work quicker, and fiscally more affordable for tax payers.

As an example of a market disruptive innovation, I think of the remarkable one of a kind wellness center that our company just opened at a sister facility. This is a living breathing example that will set the bar on remarkable quality for customers and families. This center will redefine what rehabilitative short term care should look, feel and act like. Kudos to the innovators who designed this, and thank goodness I work for a future sighted company!

As providers it is time to let go of the regulated quality/compliance outcomes that we feel comfortable with. We must allow our customers and market demand define what "quality" should be. It is in this innovative thinking that we can finally break thru the regulatory bureaucracy and achieve a competitive market based organization where the services we offer are worth the price to the consumer.

As a future leader, the times are both frightening but wrought with possibilities...I cannot think of a more exciting time and career to be in for the next 25 years!