Domino’s made the guarantee that it
could cook a pizza and deliver it to your home in 30 minutes or it was
free. This began a revolutionary shift in customer expectations. Google
taught everyone that it could find anything you want immediately and
often for free. Customers used to want better, faster, and cheaper products and services; now they want everything free, perfect, and now, including healthcare.
This shift in customer expectations is hitting hospitals as well. If Robert Wood Johnson Hospital can offer a door-to-doctor guarantee, you might consider setting the same kinds of objectives:
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30 minutes from door to doctor in the ED
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30 minutes from “bed requested” to patient in bed
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30 minutes from routine lab/radiology order to execution
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30 minutes from discharge order to patient discharged
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30 minutes from dirty room to clean room, dirty OR to clean OR
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