How a hospital was turned around by a Lady Executive

Ateneo Professor on Entrepreneurship

I had the rare opportunity of talking and learning from a Lady Exec Ms. Rose who turned around a large ailing hospital in a CBD.  She used to work for a telco, and her boss rescued the ailing hospital and after she retired, she was coaxed by her former boss to turn this institution around.

I was able to do this ambush interview in the grand alumni homecoming of her husband and my alma mater because the others were busy talking about the good old days. (I asked the permission from her husband to do so) Since I teach at MBAH, I might as well learn more on how she did this.

She had no medical experience.  However her strength were marketing, quality, operations (esp 6 sigma), IT.  I learned though of her frequent mention of Dr. Mila Uy, who worked on the JCI accreditation (she was  a former MBAH student on entrep)  She spent 6 months learning about the hospital.  She was asked to head another hospital of the group but said she can only manage one hospital

She took several former staff  from an international consumer banking group to impose system and discipline (6 sigma black belters at the hospital)

l.  Worked on the infrastructures: which were non existing or defective

2.  Shaped up patient records/admssion/accounting/billing

3.  Outsourced collection, cash function to BDO which were theft prone

4.  Outsourced pharmacy which subject to corruption as 3

5.  Put bright people at ER and to have triage;

6.  Is upgrading language proficiency in English of her hospital staff since they are dealing with upscale market.

7.  Is professionalizing hiring, pricing, discounts (no more patronage and unenveness in such areas)

8  Utilized call centers for scheduling diagnostics services

9.  Will soon data mine data from drug purchase and admission

10.  Has baseline for peaks, seasonalities vs capacity, admission, length of stay, efficiency and other PI.

Wow.

She says that Drs. should not run hospitals they should just cure patients. (Do you agree?)

Her organization consist of medical management committee, non medical management committee, and joint.

She encountered resistance and sometimes anger from the hospital staff in embracing the new mindset/paradigm.  She said that rejecting this, is JUST LIKE REJECTING YOUR JOB/LIFE.

"If you do not like me, it is OK but I do get less from this job vs my former position at PLDT"

Thank you Mr. Rose Reyes for the opportunity to interview you.

                  The Mr- summa cum laude and class valedictorian, the Ms. a magna cum laude from STC