208c6b9c-4547-452d-8f2d-5373a2de83e0/8-0
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Director of Business Insights and
Analytics at Cooper University Healthcare

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and Bridget McCormick,
the VP of Organizational Effectiveness

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and Learning. Anoop, Bridget,
thank you so much for joining me,

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joining today.

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Thank you for having us.

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Thank you.

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So for those who don't know,
Cooper University Healthcare is a large

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00:00:21.409 --> 00:00:25.988
academic medical center and level one
trauma center headquartered in Camden,

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New Jersey. It has 2,
400 providers servicing 900 beds in two

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00:00:29.675 --> 00:00:33.838
hospitals. So Anoop, Bridget,
today we're going to be discussing data

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00:00:33.838 --> 00:00:37.466
governance through an enterprise data
stewardship framework.

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I'd like to ask perhaps Anil to kick us
off with the kind of background on where

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is Cooper University Healthcare regarding
data governance and kind of give us an

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overview of your approach.
And then I'd like Bridget to respond if

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that's all right.

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What?

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Yeah, absolutely. Formally speaking,
on a formal data governance program

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00:01:04.689 --> 00:01:10.873
aspect, looking at it in that way,
I would say Cooper is still very early in

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his data governance journey.
I think what has been very interesting in

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Mhm.

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my journey working with Bridget

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is we developed an application and an
organizational dashboard that essentially

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00:01:24.764 --> 00:01:30.113
allowed us to set up a framework for data
governance without officially launching

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data governance.
And that's what we thought would be

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really cool and special to talk about
today.

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Interesting. Okay, Bridget,
would you tell me more about that

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framework and how it occurred to you to
set it up, especially since,

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as you're saying, it is unique, you know,
how did you come to this idea when your

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peers across the country may not have
done so yet?

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Right. So like many organizations,
we set goals every year based on what

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we're trying to achieve,
and they're aligned to our overall

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strategic plan and objectives.
And in order to get the results that

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we're looking for,
we have a goal cascade process where

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Every leader receives goals that
ultimately align to our organizational

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dashboard,
and they cascade them down to the team

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member level.
And this is a process that's put into

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Yeah.

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place to make sure we're all rowing in
the same direction,

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and we're ultimately impacting the goals
of the organization.

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So prior to connecting with Anoop and his
team,

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a lot of that tracking of goals and
progress and metrics was very manual.

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You know,
initially we started on Excel

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spreadsheets and then we even had a
master Excel spreadsheet on a SharePoint

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site.

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for the organizational dashboard that
multiple data stewards had to go in and

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update,
and there was differences in when that

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got updated.
And our leaders really had to go on a

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00:03:03.127 --> 00:03:09.306
hunting expedition for the metrics for
their goals that they were accountable to.

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00:03:09.626 --> 00:03:15.106
And so a lot of time was spent and a lot
of manual work in that process.

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Mm-hmm.

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So part of our goals process is we have
operational leaders that set those

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organizational goals that we call pillar
champions.

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Mhm.

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And they're set around 4 pillars, volume,
high reliability,

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Mm.

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Cooper experience, education and research,
and growth and financial stewardship.

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So we had somewhat of a governance
structure set in place with our pillar

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champions that set the goals for the
organization.

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The piece that was missing is how do we
have one central place managing all those

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metrics and one central place for people
to go and have transparency on how

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they're doing based on those metrics.

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Tracks.

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Got it.
And would you say that you're the

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business owner and then you went to a
Noop and asked his team to build out this

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00:04:01.083 --> 00:04:02.746
dashboard and framework for you?

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Yes, so I'm one of the pillar champions,
but I also oversee our goals and

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Yeah.

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objectives for our leaders here at Cooper.

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00:04:09.586 --> 00:04:10.066
Mhm.

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So, okay,
so obviously every provider organization

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00:04:16.426 --> 00:04:22.031
in America has a bunch of dashboards and
goals that everybody needs to hit.

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00:04:22.031 --> 00:04:27.340
And many of them use Power BI or
different data visualization tools and

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dashboard.
There are an abundance of dashboards

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00:04:30.880 --> 00:04:34.346
across the country for many different
vendors.

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00:04:33.546 --> 00:04:33.666
Uh-huh.

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So you built your own framework,
you developed your own application

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00:04:39.370 --> 00:04:44.403
dashboard. Let's just dive in.
What are some of the tactics, maybe Anoop,

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00:04:44.403 --> 00:04:49.980
that you can talk about that you've used
to standardize your data quality, right?

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00:04:49.980 --> 00:04:54.877
So Bridget comes to you and says,
we need to hit these metrics on these

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00:04:54.877 --> 00:04:55.626
dashboards.

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And you say, I'd love to,
but there are different definitions.

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00:04:58.978 --> 00:05:02.775
Maybe the data sources aren't reconciled.
Maybe there's duplicative data.

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How did you go about standardizing your
data quality?

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00:05:06.746 --> 00:05:11.507
Yeah, no, that's a great question.
And that's really the secret sauce of

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00:05:11.507 --> 00:05:16.334
this effort that we undertook.
As Bridget mentioned, on the face of this,

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this was an operational problem.
There was a lot of hours wasted,

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00:05:18.506 --> 00:05:18.986
Mhm.

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00:05:20.639 --> 00:05:25.009
countless labor hours wasted,
where people were trying to hunt and

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00:05:25.009 --> 00:05:25.466
gather.

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For this information,
by contacting different subject matter

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00:05:29.168 --> 00:05:33.407
experts around the organization,
the term "data steward" didn't exist at

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00:05:30.346 --> 00:05:30.946
Mhm.

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Mhm.

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Cooper when we first embarked on this,
but we realized that these subject matter

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00:05:38.111 --> 00:05:42.118
experts were essentially acting as
gatekeepers for this information,

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00:05:42.118 --> 00:05:44.906
because they had that subject matter
expertise.

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And they were also manually pulling a lot
of this.

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00:05:47.321 --> 00:05:50.506
So they were wasting time and the leaders
were wasting time trying to find it.

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00:05:51.106 --> 00:05:51.266
Mm.

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00:05:51.626 --> 00:05:52.346
So...

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We set out first,
the first major challenge was, well,

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00:05:56.970 --> 00:05:59.706
what are all the metrics that really
matter?

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00:06:00.786 --> 00:06:06.499
And all this information was collected in
a smorgasbord of different spreadsheets

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00:06:06.499 --> 00:06:10.820
for different divisions,
different parts of the organization.

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We decided to focus on 2 areas. First,
the physician leadership,

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00:06:15.349 --> 00:06:20.506
sort of like a lot of times when you
prioritize, there's the high impact.

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00:06:20.746 --> 00:06:23.197
For that, for us,
that was physician leadership.

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00:06:23.197 --> 00:06:27.200
And then there was a low-hanging fruit.
And that was a lot of the other leaders

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00:06:27.200 --> 00:06:30.952
who had a lot of commonality amongst the
goals that they typically picked.

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I think for physician leaders,
the work of standardization was very

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heavy. We had to go through

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00:06:36.666 --> 00:06:39.226
metric by metric where there were

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00:06:40.586 --> 00:06:44.257
similar sounding metrics that we had to
demonstrate and prove that they were

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00:06:44.257 --> 00:06:45.306
really the same thing.

208c6b9c-4547-452d-8f2d-5373a2de83e0/53-0
00:06:45.786 --> 00:06:49.400
Let me jump in for a second,
just ask a clarifying question our

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listeners may be wondering right now.
So Anil,

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Sure.

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when you're focusing on these different
metrics and trying to find out which

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00:06:56.404 --> 00:06:59.567
metrics matter, and Bridget,
feel free to jump in here,

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00:06:59.567 --> 00:07:03.804
are you focusing on CMS defined measures,
National Quality Forum measures,

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00:07:03.804 --> 00:07:06.346
measures that you are paid for or dinged
on?

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00:07:06.506 --> 00:07:11.346
or these internal process measures that
are accountable to the C-suite,

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00:07:11.346 --> 00:07:14.506
but really just live within Cooper
University.

208c6b9c-4547-452d-8f2d-5373a2de83e0/61-0
00:07:15.986 --> 00:07:19.659
It is both. It's both. I think we have,
as Bridget mentioned,

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00:07:17.226 --> 00:07:17.706
Mhm.

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00:07:17.706 --> 00:07:17.986
Yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/61-1
00:07:19.659 --> 00:07:23.747
there are four pillars. There's quality,
finance, Cooper experience,

208c6b9c-4547-452d-8f2d-5373a2de83e0/57-0
00:07:23.226 --> 00:07:23.826
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/61-2
00:07:23.747 --> 00:07:27.539
and education and research.
Amongst the quality measures, many,

208c6b9c-4547-452d-8f2d-5373a2de83e0/58-0
00:07:26.186 --> 00:07:26.666
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/61-3
00:07:27.539 --> 00:07:31.745
many of them are CMS driven.
So there's these standardized definitions

208c6b9c-4547-452d-8f2d-5373a2de83e0/59-0
00:07:30.026 --> 00:07:30.506
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/61-4
00:07:31.745 --> 00:07:36.426
that exist outside. Even amongst those,
you have to pick and not get confused.

208c6b9c-4547-452d-8f2d-5373a2de83e0/60-0
00:07:36.666 --> 00:07:37.226
Right.

208c6b9c-4547-452d-8f2d-5373a2de83e0/62-0
00:07:36.986 --> 00:07:41.546
But yeah, there's a mix.
So a lot of them are internal measures.

208c6b9c-4547-452d-8f2d-5373a2de83e0/63-0
00:07:41.786 --> 00:07:44.939
Got it. Okay, so sorry to interrupt.
So there's two areas here,

208c6b9c-4547-452d-8f2d-5373a2de83e0/63-1
00:07:44.939 --> 00:07:48.190
physician leadership, high impact,
and then leaders with a lot of

208c6b9c-4547-452d-8f2d-5373a2de83e0/63-2
00:07:48.190 --> 00:07:50.506
commonalities where there's low hanging
fruit.

208c6b9c-4547-452d-8f2d-5373a2de83e0/64-0
00:07:51.466 --> 00:07:53.386
Yes, yes, absolutely.

208c6b9c-4547-452d-8f2d-5373a2de83e0/65-0
00:07:53.146 --> 00:07:56.314
All right, and Bridget,
you were participating in the

208c6b9c-4547-452d-8f2d-5373a2de83e0/65-1
00:07:56.314 --> 00:08:01.066
prioritization of which measures you were
focusing on and how to clean the data?

208c6b9c-4547-452d-8f2d-5373a2de83e0/67-0
00:08:02.026 --> 00:08:04.815
Yes,
and working with our pillar champions and

208c6b9c-4547-452d-8f2d-5373a2de83e0/67-1
00:08:04.815 --> 00:08:08.733
other subject matter experts that were
responsible for this data,

208c6b9c-4547-452d-8f2d-5373a2de83e0/67-2
00:08:08.733 --> 00:08:13.600
and our senior team who helps to approve
what that final organizational dashboard

208c6b9c-4547-452d-8f2d-5373a2de83e0/66-0
00:08:08.786 --> 00:08:09.386
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/67-3
00:08:13.600 --> 00:08:14.906
looks like every year.

208c6b9c-4547-452d-8f2d-5373a2de83e0/69-0
00:08:15.546 --> 00:08:19.487
So how did you, I'd love to hear how,
when you have just hundreds of different

208c6b9c-4547-452d-8f2d-5373a2de83e0/69-1
00:08:19.487 --> 00:08:21.832
measures that are applicable at Cooper
Health,

208c6b9c-4547-452d-8f2d-5373a2de83e0/69-2
00:08:21.832 --> 00:08:24.527
how did you prioritize which measures?
I'd love that,

208c6b9c-4547-452d-8f2d-5373a2de83e0/69-3
00:08:24.527 --> 00:08:28.518
I think our listeners would love to hear
what tough choices you had to make and

208c6b9c-4547-452d-8f2d-5373a2de83e0/69-4
00:08:28.518 --> 00:08:29.866
how you made those choices.

208c6b9c-4547-452d-8f2d-5373a2de83e0/70-0
00:08:30.586 --> 00:08:34.475
Absolutely, absolutely.
Then there were quite a bit of tough

208c6b9c-4547-452d-8f2d-5373a2de83e0/68-0
00:08:30.786 --> 00:08:30.906
Uh-huh.

208c6b9c-4547-452d-8f2d-5373a2de83e0/70-1
00:08:34.475 --> 00:08:34.986
choices.

208c6b9c-4547-452d-8f2d-5373a2de83e0/72-0
00:08:37.386 --> 00:08:42.803
I think in the first iteration of this,
we had about 300 metrics that came down

208c6b9c-4547-452d-8f2d-5373a2de83e0/72-1
00:08:42.803 --> 00:08:47.610
to like 80, I think it was 87.
And the way that we went about that was

208c6b9c-4547-452d-8f2d-5373a2de83e0/72-2
00:08:47.610 --> 00:08:50.996
they sound similar,
they're in the same division,

208c6b9c-4547-452d-8f2d-5373a2de83e0/72-3
00:08:50.996 --> 00:08:54.924
talk to each person.
We had to introduce a concept called

208c6b9c-4547-452d-8f2d-5373a2de83e0/72-4
00:08:54.924 --> 00:08:56.346
scope type because...

208c6b9c-4547-452d-8f2d-5373a2de83e0/71-0
00:08:55.506 --> 00:08:55.986
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-0
00:08:58.266 --> 00:09:01.135
For a leader in the organization,
there wasn't at the time,

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-1
00:09:01.135 --> 00:09:04.675
for those on the technical side,
the concept of a dimension and a measure

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-2
00:09:04.675 --> 00:09:08.023
are part and parcel of the work that we
do. But on the business side,

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-3
00:09:08.023 --> 00:09:10.175
that wasn't really how people were
thinking.

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-4
00:09:10.175 --> 00:09:13.906
So they would have a different metric for
a different location or a different

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-5
00:09:13.906 --> 00:09:16.106
specialty or a different area or a
different.

208c6b9c-4547-452d-8f2d-5373a2de83e0/73-6
00:09:16.106 --> 00:09:18.546
So we had to introduce this concept of
scope type.

208c6b9c-4547-452d-8f2d-5373a2de83e0/76-0
00:09:18.626 --> 00:09:23.335
and scope area and really train hard and
educate the organization on that concept

208c6b9c-4547-452d-8f2d-5373a2de83e0/76-1
00:09:23.335 --> 00:09:26.953
to enable us to decouple those two things,
those two concepts,

208c6b9c-4547-452d-8f2d-5373a2de83e0/74-0
00:09:23.866 --> 00:09:24.506
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/76-2
00:09:26.953 --> 00:09:28.906
so that you could have a lot more.

208c6b9c-4547-452d-8f2d-5373a2de83e0/75-0
00:09:27.306 --> 00:09:27.906
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/77-0
00:09:29.986 --> 00:09:32.943
Once you do that,
a lot of these metrics were similar.

208c6b9c-4547-452d-8f2d-5373a2de83e0/77-1
00:09:32.943 --> 00:09:37.190
And then at times it was just labeling
and differences of that nature as well.

208c6b9c-4547-452d-8f2d-5373a2de83e0/77-2
00:09:37.190 --> 00:09:40.363
So that's how we were able to bring it
down to that level.

208c6b9c-4547-452d-8f2d-5373a2de83e0/77-3
00:09:40.363 --> 00:09:44.826
I think one of the toughest decisions we
had to make is we initially wanted to be.

208c6b9c-4547-452d-8f2d-5373a2de83e0/78-0
00:09:47.266 --> 00:09:49.970
a little bit more aggressive in our data
governance journey.

208c6b9c-4547-452d-8f2d-5373a2de83e0/78-1
00:09:49.970 --> 00:09:52.986
We wanted to standardize.
We wanted to use this tool not only to...

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-0
00:09:54.906 --> 00:09:58.834
reduce operational time spent on this,
but also like when you have more

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-1
00:09:58.834 --> 00:10:02.216
standardized metrics,
that's how you unlock the value of data

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-2
00:10:02.216 --> 00:10:05.107
itself, right?
If people are using the same metrics,

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-3
00:10:05.107 --> 00:10:09.636
that's how you find the division that is
excelling in something and can maybe help

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-4
00:10:09.636 --> 00:10:12.527
others out, et cetera.
So we wanted to achieve that,

208c6b9c-4547-452d-8f2d-5373a2de83e0/79-5
00:10:12.527 --> 00:10:14.546
but I think it was not possible to...

208c6b9c-4547-452d-8f2d-5373a2de83e0/80-0
00:10:14.626 --> 00:10:15.266
To.

208c6b9c-4547-452d-8f2d-5373a2de83e0/84-0
00:10:17.346 --> 00:10:22.021
make all those trade-offs or sell that,
I think, all the way up front.

208c6b9c-4547-452d-8f2d-5373a2de83e0/84-1
00:10:22.021 --> 00:10:27.420
So we ended up coming up with the concept
of ungoverned goals and governed goals.

208c6b9c-4547-452d-8f2d-5373a2de83e0/82-0
00:10:25.906 --> 00:10:26.466
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/84-2
00:10:27.420 --> 00:10:31.766
And we built our application to allow for
those ungoverned goals,

208c6b9c-4547-452d-8f2d-5373a2de83e0/83-0
00:10:30.586 --> 00:10:30.706
Yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/84-3
00:10:31.766 --> 00:10:35.586
but kind of there's a series of nudges
where we try to...

208c6b9c-4547-452d-8f2d-5373a2de83e0/85-0
00:10:37.106 --> 00:10:42.655
incentivize selecting a standardized
governed goal so that those are, you know,

208c6b9c-4547-452d-8f2d-5373a2de83e0/85-1
00:10:42.655 --> 00:10:47.926
going to help us with the with efficient
governance and automation for data

208c6b9c-4547-452d-8f2d-5373a2de83e0/85-2
00:10:47.926 --> 00:10:49.106
delivery as well.

208c6b9c-4547-452d-8f2d-5373a2de83e0/86-0
00:10:49.666 --> 00:10:52.546
So, Bridget,
what were some of the specifications you

208c6b9c-4547-452d-8f2d-5373a2de83e0/86-1
00:10:52.546 --> 00:10:56.866
asked of Anil and his team when you said,
I want you to develop this application

208c6b9c-4547-452d-8f2d-5373a2de83e0/86-2
00:10:56.866 --> 00:10:59.319
dashboard? What,
from a business perspective,

208c6b9c-4547-452d-8f2d-5373a2de83e0/86-3
00:10:59.319 --> 00:11:02.519
were you looking for,
and how did you describe the problems

208c6b9c-4547-452d-8f2d-5373a2de83e0/86-4
00:11:02.519 --> 00:11:05.186
that you were hoping to solve with this
solution?

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-0
00:11:05.586 --> 00:11:08.122
Yeah,
so first kind of shared a little bit

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-1
00:11:08.122 --> 00:11:11.721
about what our process looked like,
current state. You know,

208c6b9c-4547-452d-8f2d-5373a2de83e0/87-0
00:11:11.026 --> 00:11:11.546
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-2
00:11:11.721 --> 00:11:14.493
we had all these different Excel
spreadsheets.

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-3
00:11:14.493 --> 00:11:17.207
People were entering information
differently,

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-4
00:11:17.207 --> 00:11:21.454
so there wasn't standardization.
So first we wanted to not only come up

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-5
00:11:21.454 --> 00:11:25.171
with standard metrics,
but then have a tool for our leaders to

208c6b9c-4547-452d-8f2d-5373a2de83e0/88-6
00:11:25.171 --> 00:11:25.466
go in

208c6b9c-4547-452d-8f2d-5373a2de83e0/89-0
00:11:25.826 --> 00:11:30.953
and select the goals that they were going
to be responsible for for that calendar

208c6b9c-4547-452d-8f2d-5373a2de83e0/89-1
00:11:30.953 --> 00:11:31.266
year.

208c6b9c-4547-452d-8f2d-5373a2de83e0/90-0
00:11:31.986 --> 00:11:32.466
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/93-0
00:11:32.226 --> 00:11:36.810
And that one central place would be where
everyone goes to enter their goals.

208c6b9c-4547-452d-8f2d-5373a2de83e0/93-1
00:11:36.810 --> 00:11:41.512
Their leader would have transparency to
see what they've entered and could also

208c6b9c-4547-452d-8f2d-5373a2de83e0/92-0
00:11:40.866 --> 00:11:41.426
Mmh.

208c6b9c-4547-452d-8f2d-5373a2de83e0/93-2
00:11:41.512 --> 00:11:46.273
see how they're doing based off of those
goals. And then the big piece would be,

208c6b9c-4547-452d-8f2d-5373a2de83e0/93-3
00:11:46.273 --> 00:11:50.387
as a leader, at the end of the day,
I want to be able to go into this

208c6b9c-4547-452d-8f2d-5373a2de83e0/93-4
00:11:50.387 --> 00:11:52.386
dashboard, filter down to my name,

208c6b9c-4547-452d-8f2d-5373a2de83e0/94-0
00:11:52.946 --> 00:11:57.514
see the goals that have carried and
what's the current status and my progress

208c6b9c-4547-452d-8f2d-5373a2de83e0/94-1
00:11:57.514 --> 00:11:59.506
on the performance of those goals.

208c6b9c-4547-452d-8f2d-5373a2de83e0/95-0
00:12:01.426 --> 00:12:07.052
I want to kind of throw a curve ball and
see if either one of you are interested.

208c6b9c-4547-452d-8f2d-5373a2de83e0/95-1
00:12:07.052 --> 00:12:12.541
Can you take an example of 1 metric that
applies to you that you select in your

208c6b9c-4547-452d-8f2d-5373a2de83e0/95-2
00:12:12.541 --> 00:12:17.275
own dashboard and tell me,
just walk me through how that measure is,

208c6b9c-4547-452d-8f2d-5373a2de83e0/95-3
00:12:17.275 --> 00:12:19.746
I mean, affecting morale, your team.

208c6b9c-4547-452d-8f2d-5373a2de83e0/97-0
00:12:19.946 --> 00:12:24.550
what data challenges there are to get
that metric that you are measured on by

208c6b9c-4547-452d-8f2d-5373a2de83e0/97-1
00:12:24.550 --> 00:12:27.266
whoever you report to. Either one,
feel free.

208c6b9c-4547-452d-8f2d-5373a2de83e0/101-0
00:12:28.386 --> 00:12:32.329
Yeah, so I can go.
One of the goals that a lot of our

208c6b9c-4547-452d-8f2d-5373a2de83e0/98-0
00:12:29.786 --> 00:12:30.226
Uh-huh.

208c6b9c-4547-452d-8f2d-5373a2de83e0/101-1
00:12:32.329 --> 00:12:37.221
leaders carry that's related to
experience is an internal customer

208c6b9c-4547-452d-8f2d-5373a2de83e0/101-2
00:12:37.221 --> 00:12:41.310
service goal.
And so this is actually a tool that we've

208c6b9c-4547-452d-8f2d-5373a2de83e0/99-0
00:12:39.866 --> 00:12:40.346
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/101-3
00:12:41.310 --> 00:12:47.151
created for those departments that their
customer is another area or department

208c6b9c-4547-452d-8f2d-5373a2de83e0/101-4
00:12:47.151 --> 00:12:48.466
within the system.

208c6b9c-4547-452d-8f2d-5373a2de83e0/100-0
00:12:48.906 --> 00:12:49.386
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/103-0
00:12:49.426 --> 00:12:52.763
Many of our departments carry patient
experience goals,

208c6b9c-4547-452d-8f2d-5373a2de83e0/103-1
00:12:52.763 --> 00:12:56.876
which is very easy to measure with our
partner who does the surveys.

208c6b9c-4547-452d-8f2d-5373a2de83e0/103-2
00:12:56.876 --> 00:13:01.346
But how do we have accountability for
those departments that support those

208c6b9c-4547-452d-8f2d-5373a2de83e0/103-3
00:13:01.346 --> 00:13:04.088
individuals that are delivering patient
care?

208c6b9c-4547-452d-8f2d-5373a2de83e0/102-0
00:13:03.666 --> 00:13:04.146
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/103-4
00:13:04.088 --> 00:13:07.426
And so we actually developed a tool with
the same team.

208c6b9c-4547-452d-8f2d-5373a2de83e0/104-0
00:13:07.826 --> 00:13:13.134
to have a standard survey that allows us
to quarterly send out to leaders.

208c6b9c-4547-452d-8f2d-5373a2de83e0/104-1
00:13:13.134 --> 00:13:16.673
And so if I work within the human
resources team,

208c6b9c-4547-452d-8f2d-5373a2de83e0/104-2
00:13:16.673 --> 00:13:22.406
how are we doing in supporting you and
your team around accuracy, communication,

208c6b9c-4547-452d-8f2d-5373a2de83e0/104-3
00:13:22.406 --> 00:13:26.157
ownership, and responsiveness?
And then each leader,

208c6b9c-4547-452d-8f2d-5373a2de83e0/104-4
00:13:26.157 --> 00:13:29.626
I get a goal based on how we did on that
survey.

208c6b9c-4547-452d-8f2d-5373a2de83e0/105-0
00:13:30.146 --> 00:13:31.026
And have a set.

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-0
00:13:32.386 --> 00:13:37.147
improvement that needs to be done by the
end of the year based off of that.

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-1
00:13:37.147 --> 00:13:41.093
So because that survey is tracked now by
Enterprise Analytics,

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-2
00:13:41.093 --> 00:13:44.351
every quarter I can go in,
see the results of that,

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-3
00:13:44.351 --> 00:13:49.363
see how I'm comparing to my goal that was
set based off of the beginning of the

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-4
00:13:49.363 --> 00:13:52.244
year,
and I'm reviewing that information with

208c6b9c-4547-452d-8f2d-5373a2de83e0/106-0
00:13:50.426 --> 00:13:50.906
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/107-5
00:13:52.244 --> 00:13:52.746
my team.

208c6b9c-4547-452d-8f2d-5373a2de83e0/109-0
00:13:53.306 --> 00:13:58.151
What areas have we improved?
What areas do we still need improvement

208c6b9c-4547-452d-8f2d-5373a2de83e0/109-1
00:13:58.151 --> 00:14:01.310
on?
Are there certain departments we need to

208c6b9c-4547-452d-8f2d-5373a2de83e0/109-2
00:14:01.310 --> 00:14:06.226
round on and follow up because we've
dipped in accuracy, for example?

208c6b9c-4547-452d-8f2d-5373a2de83e0/108-0
00:14:06.866 --> 00:14:07.346
So.

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-0
00:14:08.466 --> 00:14:11.663
I love that.
I think that provides more transparency

208c6b9c-4547-452d-8f2d-5373a2de83e0/110-0
00:14:08.546 --> 00:14:08.786
Got.

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-1
00:14:11.663 --> 00:14:16.249
and accountability and provides more
visibility for leadership into what is

208c6b9c-4547-452d-8f2d-5373a2de83e0/111-0
00:14:12.786 --> 00:14:13.186
Right.

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-2
00:14:16.249 --> 00:14:19.085
actually happening in the organization.
Anoop,

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-3
00:14:19.085 --> 00:14:23.489
when you get a request from a leader like
Bridget to say, hey, you know,

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-4
00:14:23.489 --> 00:14:26.204
I want this, you know,
standardized metrics.

208c6b9c-4547-452d-8f2d-5373a2de83e0/112-5
00:14:26.204 --> 00:14:30.066
I want to have select goals that I'm
responsible for this year.

208c6b9c-4547-452d-8f2d-5373a2de83e0/113-0
00:14:30.466 --> 00:14:35.462
and you have new data sources like
surveys that are being standardized and

208c6b9c-4547-452d-8f2d-5373a2de83e0/113-1
00:14:35.462 --> 00:14:39.392
sent out internally.
What technical challenges do you have

208c6b9c-4547-452d-8f2d-5373a2de83e0/113-2
00:14:39.392 --> 00:14:44.788
incorporating these new data sources into
the application dashboard and how have

208c6b9c-4547-452d-8f2d-5373a2de83e0/113-3
00:14:44.788 --> 00:14:47.986
you been overcoming those technical
challenges?

208c6b9c-4547-452d-8f2d-5373a2de83e0/114-0
00:14:48.786 --> 00:14:53.251
I'm glad you asked that, Jordan.
That's one of the decisions we had to

208c6b9c-4547-452d-8f2d-5373a2de83e0/114-1
00:14:53.251 --> 00:14:58.660
make at the inception of this project was,
was the scope of this project going to be.

208c6b9c-4547-452d-8f2d-5373a2de83e0/114-2
00:14:58.660 --> 00:14:58.786
..

208c6b9c-4547-452d-8f2d-5373a2de83e0/117-0
00:14:59.906 --> 00:15:02.852
the metrics that are available
automatically,

208c6b9c-4547-452d-8f2d-5373a2de83e0/117-1
00:15:02.852 --> 00:15:07.848
which at the time was less than half?
Or are we going to let the scope be all

208c6b9c-4547-452d-8f2d-5373a2de83e0/115-0
00:15:03.866 --> 00:15:04.066
Mm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/117-2
00:15:07.848 --> 00:15:11.754
the metrics that these leaders need so
that to the end user,

208c6b9c-4547-452d-8f2d-5373a2de83e0/117-3
00:15:11.754 --> 00:15:15.790
this is a fully functioning product?
And that the messy stuff,

208c6b9c-4547-452d-8f2d-5373a2de83e0/117-4
00:15:15.790 --> 00:15:21.106
we can keep some of it behind the scenes.
So we ended up with the latter approach.

208c6b9c-4547-452d-8f2d-5373a2de83e0/116-0
00:15:16.386 --> 00:15:16.866
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/118-0
00:15:21.626 --> 00:15:26.009
where we have the half of metrics,
say about half the metrics that aren't

208c6b9c-4547-452d-8f2d-5373a2de83e0/118-1
00:15:26.009 --> 00:15:29.444
fully automated.
We had them coming through scaled manual

208c6b9c-4547-452d-8f2d-5373a2de83e0/118-2
00:15:29.444 --> 00:15:33.886
process where the data stewards will
enter them into a central repository,

208c6b9c-4547-452d-8f2d-5373a2de83e0/118-3
00:15:33.886 --> 00:15:36.611
calculating them however they calculate
them.

208c6b9c-4547-452d-8f2d-5373a2de83e0/118-4
00:15:36.611 --> 00:15:40.106
They only have to calculate them once for
a certain scope.

208c6b9c-4547-452d-8f2d-5373a2de83e0/119-0
00:15:40.866 --> 00:15:44.378
that way.
And it's still more efficient for those

208c6b9c-4547-452d-8f2d-5373a2de83e0/119-1
00:15:44.378 --> 00:15:49.225
subject matter experts who had always
been providing this on demand.

208c6b9c-4547-452d-8f2d-5373a2de83e0/119-2
00:15:49.225 --> 00:15:53.439
But then for the end users,
it feels like a fully automated

208c6b9c-4547-452d-8f2d-5373a2de83e0/119-3
00:15:53.439 --> 00:15:57.654
experience. So that way,
we were able to launch everything.

208c6b9c-4547-452d-8f2d-5373a2de83e0/119-4
00:15:57.654 --> 00:16:01.026
And then as metrics became automated over
time,

208c6b9c-4547-452d-8f2d-5373a2de83e0/122-0
00:16:01.346 --> 00:16:03.532
Internal customer survey is a good
example.

208c6b9c-4547-452d-8f2d-5373a2de83e0/122-1
00:16:03.532 --> 00:16:06.066
That was automated pretty early on in the
process.

208c6b9c-4547-452d-8f2d-5373a2de83e0/122-2
00:16:06.066 --> 00:16:09.245
So we're able to just plug that in
quickly. And then over time,

208c6b9c-4547-452d-8f2d-5373a2de83e0/120-0
00:16:06.226 --> 00:16:06.386
Mm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/121-0
00:16:08.866 --> 00:16:09.266
So.

208c6b9c-4547-452d-8f2d-5373a2de83e0/122-3
00:16:09.245 --> 00:16:11.928
as new metrics come up,
data stores may get new work,

208c6b9c-4547-452d-8f2d-5373a2de83e0/122-4
00:16:11.928 --> 00:16:15.506
but then we'll automate a certain number
of metrics every year as well.

208c6b9c-4547-452d-8f2d-5373a2de83e0/123-0
00:16:15.346 --> 00:16:19.661
I just want to hone in, Anil,
and follow up on something you just said.

208c6b9c-4547-452d-8f2d-5373a2de83e0/123-1
00:16:19.661 --> 00:16:24.396
I think you said data stewards send into
a data into a central data repository

208c6b9c-4547-452d-8f2d-5373a2de83e0/123-2
00:16:24.396 --> 00:16:28.892
calculating once. So my question is,
is there some kind of portal that you

208c6b9c-4547-452d-8f2d-5373a2de83e0/123-3
00:16:28.892 --> 00:16:33.747
built into your enterprise data warehouse
that allows different metric owners to

208c6b9c-4547-452d-8f2d-5373a2de83e0/123-4
00:16:33.747 --> 00:16:34.706
submit their own

208c6b9c-4547-452d-8f2d-5373a2de83e0/125-0
00:16:36.266 --> 00:16:40.885
Like metrics or how are you ingesting
that new data into your dashboard?

208c6b9c-4547-452d-8f2d-5373a2de83e0/125-1
00:16:40.885 --> 00:16:43.986
There's a new numerator denominator data
source.

208c6b9c-4547-452d-8f2d-5373a2de83e0/124-0
00:16:41.906 --> 00:16:42.226
What?

208c6b9c-4547-452d-8f2d-5373a2de83e0/127-0
00:16:45.026 --> 00:16:49.897
We let them enter them into flat files
and whatever data is convenient for them.

208c6b9c-4547-452d-8f2d-5373a2de83e0/127-1
00:16:49.897 --> 00:16:52.724
So essentially flat files and their own,
well,

208c6b9c-4547-452d-8f2d-5373a2de83e0/127-2
00:16:52.724 --> 00:16:57.354
we have our web of scripts that will pull
it from the right place that we've

208c6b9c-4547-452d-8f2d-5373a2de83e0/126-0
00:16:56.906 --> 00:16:57.386
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/127-3
00:16:57.354 --> 00:17:00.181
organized. And then over time,
it gets pulled,

208c6b9c-4547-452d-8f2d-5373a2de83e0/127-4
00:17:00.181 --> 00:17:02.106
put into proper structured data.

208c6b9c-4547-452d-8f2d-5373a2de83e0/130-0
00:17:02.786 --> 00:17:07.994
Got it. Let's shift back, Bridget,
to some of the internal politics and

208c6b9c-4547-452d-8f2d-5373a2de83e0/130-1
00:17:07.994 --> 00:17:12.985
cultural navigations that was required to
have this project succeed.

208c6b9c-4547-452d-8f2d-5373a2de83e0/128-0
00:17:10.066 --> 00:17:10.146
Huh.

208c6b9c-4547-452d-8f2d-5373a2de83e0/129-0
00:17:12.826 --> 00:17:13.306
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/130-2
00:17:12.985 --> 00:17:17.904
I'd love to hear you elaborate and you
don't have to do everything,

208c6b9c-4547-452d-8f2d-5373a2de83e0/130-3
00:17:17.904 --> 00:17:21.666
pick your poison here. How have you,
how did you...

208c6b9c-4547-452d-8f2d-5373a2de83e0/132-0
00:17:21.706 --> 00:17:26.662
forge compromises across different
service lines and work with leadership to

208c6b9c-4547-452d-8f2d-5373a2de83e0/132-1
00:17:26.662 --> 00:17:31.296
align definitions of those ECQMs or
recruit VP and other VP and C-level

208c6b9c-4547-452d-8f2d-5373a2de83e0/132-2
00:17:31.296 --> 00:17:35.995
sponsorship of your work so that this is
something that, okay, you know,

208c6b9c-4547-452d-8f2d-5373a2de83e0/132-3
00:17:35.995 --> 00:17:38.891
it's not just Bridget's, you know,
priority,

208c6b9c-4547-452d-8f2d-5373a2de83e0/132-4
00:17:38.891 --> 00:17:41.466
but this is the organization's priority.

208c6b9c-4547-452d-8f2d-5373a2de83e0/131-0
00:17:40.026 --> 00:17:40.466
Right.

208c6b9c-4547-452d-8f2d-5373a2de83e0/133-0
00:17:41.546 --> 00:17:44.226
How did you kind of navigate all those
different obstacles?

208c6b9c-4547-452d-8f2d-5373a2de83e0/137-0
00:17:44.866 --> 00:17:48.083
Yeah,
so I think the important thing is having

208c6b9c-4547-452d-8f2d-5373a2de83e0/137-1
00:17:48.083 --> 00:17:53.422
strong sponsorship from our executive
leadership team and also to our VPs and

208c6b9c-4547-452d-8f2d-5373a2de83e0/134-0
00:17:50.506 --> 00:17:50.986
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/137-2
00:17:53.422 --> 00:17:56.502
above.
We also had them be kind of our first

208c6b9c-4547-452d-8f2d-5373a2de83e0/135-0
00:17:53.706 --> 00:17:54.186
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/137-3
00:17:56.502 --> 00:18:00.951
customers in using the tool,
which I think really helped kind of

208c6b9c-4547-452d-8f2d-5373a2de83e0/136-0
00:17:58.186 --> 00:17:58.666
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/137-4
00:18:00.951 --> 00:18:04.306
almost create our own champions of the
benefits.

208c6b9c-4547-452d-8f2d-5373a2de83e0/140-0
00:18:04.386 --> 00:18:09.783
that people will see in having all this
being tracked in one central place.

208c6b9c-4547-452d-8f2d-5373a2de83e0/140-1
00:18:09.783 --> 00:18:15.394
I think the other thing too that we did
really well with Anil and his team was

208c6b9c-4547-452d-8f2d-5373a2de83e0/138-0
00:18:10.586 --> 00:18:11.186
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/140-2
00:18:15.394 --> 00:18:18.661
not progress over perfection.
Like Anil said,

208c6b9c-4547-452d-8f2d-5373a2de83e0/140-3
00:18:18.661 --> 00:18:23.917
we weren't going to wait till it was
perfect before we started this work.

208c6b9c-4547-452d-8f2d-5373a2de83e0/139-0
00:18:23.346 --> 00:18:23.906
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/140-4
00:18:23.917 --> 00:18:25.906
And we brought people along.

208c6b9c-4547-452d-8f2d-5373a2de83e0/142-0
00:18:26.306 --> 00:18:30.819
and kept them updated. So for example,
when we worked specifically with the

208c6b9c-4547-452d-8f2d-5373a2de83e0/142-1
00:18:30.819 --> 00:18:33.907
physician leaders,
we worked closely with our chief

208c6b9c-4547-452d-8f2d-5373a2de83e0/142-2
00:18:33.907 --> 00:18:36.758
physician executive,
our chief medical officer,

208c6b9c-4547-452d-8f2d-5373a2de83e0/142-3
00:18:36.758 --> 00:18:41.687
and our VP of Medical Affairs who really
oversee that process and stayed connected

208c6b9c-4547-452d-8f2d-5373a2de83e0/141-0
00:18:41.146 --> 00:18:41.626
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/142-4
00:18:41.687 --> 00:18:45.666
with them through and through and made
sure we got their feedback.

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-0
00:18:45.906 --> 00:18:49.862
Will this work for you and your leaders?
And then based on feedback,

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-1
00:18:49.862 --> 00:18:53.246
we would adjust.
And then we would even have meetings with

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-2
00:18:53.246 --> 00:18:56.629
the specific physician leaders and
getting their feedback.

208c6b9c-4547-452d-8f2d-5373a2de83e0/143-0
00:18:55.066 --> 00:18:55.546
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-3
00:18:56.629 --> 00:19:00.070
So it was an iterative process that we
continued to refine.

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-4
00:19:00.070 --> 00:19:04.084
One thing that Anup and I did really well
too is we stayed connected,

208c6b9c-4547-452d-8f2d-5373a2de83e0/145-5
00:19:04.084 --> 00:19:05.346
had regular check-ins.

208c6b9c-4547-452d-8f2d-5373a2de83e0/144-0
00:19:05.506 --> 00:19:05.986
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/146-0
00:19:05.906 --> 00:19:10.254
And if we didn't have a full agenda,
then we only spent a few minutes

208c6b9c-4547-452d-8f2d-5373a2de83e0/146-1
00:19:10.254 --> 00:19:12.988
connecting and checking in on our
progress.

208c6b9c-4547-452d-8f2d-5373a2de83e0/146-2
00:19:12.988 --> 00:19:17.586
But I think that really helped keep
things moving in the right direction.

208c6b9c-4547-452d-8f2d-5373a2de83e0/147-0
00:19:18.946 --> 00:19:19.506
Um...

208c6b9c-4547-452d-8f2d-5373a2de83e0/148-0
00:19:19.346 --> 00:19:19.626
Yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/149-0
00:19:20.586 --> 00:19:22.066
Yeah, Anil,
did you want to comment on that?

208c6b9c-4547-452d-8f2d-5373a2de83e0/150-0
00:19:21.866 --> 00:19:26.155
Yeah, and I just wanted to add,
I agree that those check-ins helped us

208c6b9c-4547-452d-8f2d-5373a2de83e0/150-1
00:19:26.155 --> 00:19:29.900
course correct a lot.
And I think the other thing that really

208c6b9c-4547-452d-8f2d-5373a2de83e0/150-2
00:19:29.900 --> 00:19:33.646
helped with adoption of this was,
and like Bridget mentioned,

208c6b9c-4547-452d-8f2d-5373a2de83e0/150-3
00:19:33.646 --> 00:19:38.479
never let perfect be the enemy of good
enough. That was there in the framework,

208c6b9c-4547-452d-8f2d-5373a2de83e0/150-4
00:19:38.479 --> 00:19:42.346
as we mentioned earlier,
that was also there in the deployment.

208c6b9c-4547-452d-8f2d-5373a2de83e0/153-0
00:19:43.186 --> 00:19:48.579
Adoption of the tools sometimes wasn't as
fast as we wanted as people that weren't

208c6b9c-4547-452d-8f2d-5373a2de83e0/153-1
00:19:48.579 --> 00:19:51.503
used to using a friend versus a
spreadsheet.

208c6b9c-4547-452d-8f2d-5373a2de83e0/153-2
00:19:51.503 --> 00:19:56.247
It took a little time to get them in.
Sometimes we would do it for them.

208c6b9c-4547-452d-8f2d-5373a2de83e0/151-0
00:19:54.466 --> 00:19:54.586
Yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/153-3
00:19:56.247 --> 00:20:00.016
Like if things,
we were going to ensure tool adoption one

208c6b9c-4547-452d-8f2d-5373a2de83e0/153-4
00:20:00.016 --> 00:20:02.226
way or the other. And we only had.

208c6b9c-4547-452d-8f2d-5373a2de83e0/152-0
00:20:00.546 --> 00:20:00.626
The.

208c6b9c-4547-452d-8f2d-5373a2de83e0/154-0
00:20:08.866 --> 00:20:09.266
Cooper.

208c6b9c-4547-452d-8f2d-5373a2de83e0/155-0
00:20:19.906 --> 00:20:20.226
Right.

208c6b9c-4547-452d-8f2d-5373a2de83e0/156-0
00:20:20.266 --> 00:20:20.706
As well.

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-0
00:20:20.306 --> 00:20:23.219
So we're approaching the end of the
podcast episode,

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-1
00:20:23.219 --> 00:20:26.077
so I'd like to just ask a few more final
questions.

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-2
00:20:26.077 --> 00:20:29.211
I think our listeners are interested.
This sounds great.

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-3
00:20:29.211 --> 00:20:33.499
You build something great that works at
Cooper Health. How successful was it?

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-4
00:20:33.499 --> 00:20:37.731
Is this something that I should be
replicating at my organization? You know,

208c6b9c-4547-452d-8f2d-5373a2de83e0/157-5
00:20:37.731 --> 00:20:39.106
how are you have metrics?

208c6b9c-4547-452d-8f2d-5373a2de83e0/159-0
00:20:39.826 --> 00:20:44.627
Have you been able to tie your work to
revenues at the organization?

208c6b9c-4547-452d-8f2d-5373a2de83e0/159-1
00:20:44.627 --> 00:20:49.986
Have you seen that you've improved your
30 day readmission score that you're

208c6b9c-4547-452d-8f2d-5373a2de83e0/159-2
00:20:49.986 --> 00:20:53.535
being paid on?
Have you been able to improve staff

208c6b9c-4547-452d-8f2d-5373a2de83e0/159-3
00:20:53.535 --> 00:20:57.919
retention? You know,
do you actually have demonstrable KPIs of

208c6b9c-4547-452d-8f2d-5373a2de83e0/159-4
00:20:57.919 --> 00:20:58.546
your ROI?

208c6b9c-4547-452d-8f2d-5373a2de83e0/161-0
00:21:00.466 --> 00:21:05.359
Yeah, I anticipated that question.
And ROI is always tough for data

208c6b9c-4547-452d-8f2d-5373a2de83e0/161-1
00:21:05.359 --> 00:21:09.894
analytics initiatives.
I think the cost savings aspect are the

208c6b9c-4547-452d-8f2d-5373a2de83e0/160-0
00:21:07.786 --> 00:21:08.266
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/161-2
00:21:09.894 --> 00:21:13.852
most straightforward.
We did labor hours calculations,

208c6b9c-4547-452d-8f2d-5373a2de83e0/161-3
00:21:13.852 --> 00:21:19.826
thousands of hours you can associate with,
you know, easily half a million a year.

208c6b9c-4547-452d-8f2d-5373a2de83e0/163-0
00:21:20.466 --> 00:21:25.828
or more, but,
and that's just without a full rollout.

208c6b9c-4547-452d-8f2d-5373a2de83e0/163-1
00:21:25.828 --> 00:21:29.106
But I think with data governance.

208c6b9c-4547-452d-8f2d-5373a2de83e0/165-0
00:21:29.946 --> 00:21:34.082
And this is why data governance is
notoriously hard to sell.

208c6b9c-4547-452d-8f2d-5373a2de83e0/164-0
00:21:32.426 --> 00:21:32.946
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/165-1
00:21:34.082 --> 00:21:37.608
It's very hard to pinpoint the true
ultimate value,

208c6b9c-4547-452d-8f2d-5373a2de83e0/165-2
00:21:37.608 --> 00:21:42.491
which is decision quality and faster
process improvement due to clearer

208c6b9c-4547-452d-8f2d-5373a2de83e0/165-3
00:21:42.491 --> 00:21:47.916
comparison of metrics against clearer
benchmarks because everyone's talking the

208c6b9c-4547-452d-8f2d-5373a2de83e0/165-4
00:21:47.916 --> 00:21:48.866
same language.

208c6b9c-4547-452d-8f2d-5373a2de83e0/166-0
00:21:50.226 --> 00:21:51.026
So I think.

208c6b9c-4547-452d-8f2d-5373a2de83e0/168-0
00:21:52.306 --> 00:21:55.427
The leadership understands that.
They feel that convenience,

208c6b9c-4547-452d-8f2d-5373a2de83e0/167-0
00:21:52.386 --> 00:21:53.186
Were you able?

208c6b9c-4547-452d-8f2d-5373a2de83e0/168-1
00:21:55.427 --> 00:21:57.986
but it's not something that I'm able to
pinpoint.

208c6b9c-4547-452d-8f2d-5373a2de83e0/169-0
00:21:58.146 --> 00:22:02.883
Were you able to retire any other data
visualization or dashboard tools that the

208c6b9c-4547-452d-8f2d-5373a2de83e0/169-1
00:22:02.883 --> 00:22:05.106
organization previously subscribed to?

208c6b9c-4547-452d-8f2d-5373a2de83e0/170-0
00:22:06.066 --> 00:22:08.630
Yes, yeah, yeah,
the manual organizational dashboard

208c6b9c-4547-452d-8f2d-5373a2de83e0/170-1
00:22:08.630 --> 00:22:11.389
spreadsheet. Um,
Bridget was very happy to rip that one,

208c6b9c-4547-452d-8f2d-5373a2de83e0/170-2
00:22:11.389 --> 00:22:14.196
I will say. So,
there there are there are a few that were

208c6b9c-4547-452d-8f2d-5373a2de83e0/170-3
00:22:14.196 --> 00:22:16.906
of manual efforts that we've been able to
retire, yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/173-0
00:22:17.026 --> 00:22:20.204
Yeah.
And I would say indirect return on the

208c6b9c-4547-452d-8f2d-5373a2de83e0/173-1
00:22:20.204 --> 00:22:25.078
investment would be, you know,
the transparency of just having those

208c6b9c-4547-452d-8f2d-5373a2de83e0/173-2
00:22:25.078 --> 00:22:30.729
metrics in front of our leaders and they
see the progress they're making really

208c6b9c-4547-452d-8f2d-5373a2de83e0/171-0
00:22:30.306 --> 00:22:30.866
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/173-3
00:22:30.729 --> 00:22:34.685
has, I think,
helped us improve our overall performance

208c6b9c-4547-452d-8f2d-5373a2de83e0/173-4
00:22:34.685 --> 00:22:36.946
on our organizational dashboard.

208c6b9c-4547-452d-8f2d-5373a2de83e0/172-0
00:22:37.466 --> 00:22:38.066
Mm-hmm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-0
00:22:37.506 --> 00:22:41.584
Before, it wasn't as easily accessible.
It wasn't as transparent.

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-1
00:22:41.584 --> 00:22:46.095
And then I think that's even helped
people also think about what are the

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-2
00:22:46.095 --> 00:22:51.101
goals I should be carrying that do align
with what we're trying to achieve as an

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-3
00:22:51.101 --> 00:22:54.067
organization.
And I would say that's kind of an

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-4
00:22:54.067 --> 00:22:57.342
indirect impact.
That's maybe not as easily measured

208c6b9c-4547-452d-8f2d-5373a2de83e0/175-5
00:22:57.342 --> 00:22:58.146
specifically,

208c6b9c-4547-452d-8f2d-5373a2de83e0/177-0
00:22:58.386 --> 00:23:03.777
But just looking at our own dashboard and
the goals we've been able to achieve,

208c6b9c-4547-452d-8f2d-5373a2de83e0/176-0
00:23:03.386 --> 00:23:03.866
Mhm.

208c6b9c-4547-452d-8f2d-5373a2de83e0/177-1
00:23:03.777 --> 00:23:08.763
it would be hard pressed to say that the
work that we've done around this

208c6b9c-4547-452d-8f2d-5373a2de83e0/177-2
00:23:08.763 --> 00:23:13.346
governance, transparency, the data,
doesn't have an impact on that.

208c6b9c-4547-452d-8f2d-5373a2de83e0/178-0
00:23:13.906 --> 00:23:18.382
Final question to each of you,
and I'll allow each of you to close out

208c6b9c-4547-452d-8f2d-5373a2de83e0/178-1
00:23:18.382 --> 00:23:22.796
with a statement here. Bridget,
some people are listening and they're

208c6b9c-4547-452d-8f2d-5373a2de83e0/178-2
00:23:22.796 --> 00:23:25.949
still, you know,
their workflows are dependent on

208c6b9c-4547-452d-8f2d-5373a2de83e0/178-3
00:23:25.949 --> 00:23:29.606
spreadsheets today.
What advice do you have to them or to

208c6b9c-4547-452d-8f2d-5373a2de83e0/178-4
00:23:29.606 --> 00:23:34.146
yourself a few years ago prior to
creating your first spreadsheets? And

208c6b9c-4547-452d-8f2d-5373a2de83e0/179-0
00:23:34.426 --> 00:23:37.296
your organization isn't doing well on
metrics,

208c6b9c-4547-452d-8f2d-5373a2de83e0/179-1
00:23:37.296 --> 00:23:41.937
you're being dinged by the payers,
you're having a lot of pressure from the

208c6b9c-4547-452d-8f2d-5373a2de83e0/179-2
00:23:41.937 --> 00:23:45.846
C-suite to do better,
and there's just a lot of data confusion.

208c6b9c-4547-452d-8f2d-5373a2de83e0/179-3
00:23:45.846 --> 00:23:49.266
And you're in spread,
what advice do you have for them?

208c6b9c-4547-452d-8f2d-5373a2de83e0/182-0
00:23:51.026 --> 00:23:56.081
I would say to think about, you know,
rather than focusing on perfection or

208c6b9c-4547-452d-8f2d-5373a2de83e0/182-1
00:23:56.081 --> 00:24:00.139
boiling the ocean,
where can you start first to start to see

208c6b9c-4547-452d-8f2d-5373a2de83e0/180-0
00:23:56.666 --> 00:23:57.186
Mmh.

208c6b9c-4547-452d-8f2d-5373a2de83e0/182-2
00:24:00.139 --> 00:24:04.530
the impact and where's your biggest
opportunity? And start small,

208c6b9c-4547-452d-8f2d-5373a2de83e0/181-0
00:24:01.626 --> 00:24:01.746
Yeah.

208c6b9c-4547-452d-8f2d-5373a2de83e0/182-3
00:24:04.530 --> 00:24:09.586
but then eventually you'll start to get
the momentum and progress you need.

208c6b9c-4547-452d-8f2d-5373a2de83e0/183-0
00:24:10.066 --> 00:24:15.340
more people on board. And, you know,
don't get frustrated when people still

208c6b9c-4547-452d-8f2d-5373a2de83e0/183-1
00:24:15.340 --> 00:24:21.031
want to go back to the manual process.
Meet them where they are, like Anoop said.

208c6b9c-4547-452d-8f2d-5373a2de83e0/183-2
00:24:21.031 --> 00:24:24.293
Sometimes it takes a little more
hand-holding,

208c6b9c-4547-452d-8f2d-5373a2de83e0/183-3
00:24:24.293 --> 00:24:26.306
but eventually you get there.

208c6b9c-4547-452d-8f2d-5373a2de83e0/184-0
00:24:27.186 --> 00:24:31.202
So, Anil,
I want to ask you a different variation

208c6b9c-4547-452d-8f2d-5373a2de83e0/184-1
00:24:31.202 --> 00:24:36.342
of that same question.
I'd like to ask you to offer advice both

208c6b9c-4547-452d-8f2d-5373a2de83e0/184-2
00:24:36.342 --> 00:24:41.322
to technical owners and business owners
of related workflows.

208c6b9c-4547-452d-8f2d-5373a2de83e0/184-3
00:24:41.322 --> 00:24:47.106
If there is someone listening who is also
the VP of Business Analytics,

208c6b9c-4547-452d-8f2d-5373a2de83e0/185-0
00:24:47.426 --> 00:24:50.933
or a business owner, for example,
how would you tell them?

208c6b9c-4547-452d-8f2d-5373a2de83e0/185-1
00:24:50.933 --> 00:24:55.511
Did you engage with the business owner
early enough? Did you need to engage,

208c6b9c-4547-452d-8f2d-5373a2de83e0/185-2
00:24:55.511 --> 00:24:58.959
get executive sponsorship before you
began building this?

208c6b9c-4547-452d-8f2d-5373a2de83e0/185-3
00:24:58.959 --> 00:25:03.893
Did you need to do something with budget
in order to allow your team to have freed

208c6b9c-4547-452d-8f2d-5373a2de83e0/185-4
00:25:03.893 --> 00:25:06.866
up time? Did you do staff augmentation?
Like just

208c6b9c-4547-452d-8f2d-5373a2de83e0/186-0
00:25:07.026 --> 00:25:10.837
What are some practical words of wisdom
you can offer, one,

208c6b9c-4547-452d-8f2d-5373a2de83e0/186-1
00:25:10.837 --> 00:25:14.713
to someone like yourself,
who's a technical owner who has to

208c6b9c-4547-452d-8f2d-5373a2de83e0/186-2
00:25:14.713 --> 00:25:18.461
actually deliver the product, and two,
to business owners,

208c6b9c-4547-452d-8f2d-5373a2de83e0/186-3
00:25:18.461 --> 00:25:21.447
maybe engage me sooner or something like
that,

208c6b9c-4547-452d-8f2d-5373a2de83e0/186-4
00:25:21.447 --> 00:25:24.306
who have this problem who you need to
serve?

208c6b9c-4547-452d-8f2d-5373a2de83e0/187-0
00:25:25.986 --> 00:25:30.161
Yeah, that's a good question.
I would say start small and start high

208c6b9c-4547-452d-8f2d-5373a2de83e0/187-1
00:25:30.161 --> 00:25:34.337
impact. I think when we start,
because we started with the physician

208c6b9c-4547-452d-8f2d-5373a2de83e0/187-2
00:25:34.337 --> 00:25:39.118
leaders and a small group of people who
had a very high shortage of time and a

208c6b9c-4547-452d-8f2d-5373a2de83e0/187-3
00:25:39.118 --> 00:25:42.628
very high desire to save time,
it was the right customer.

208c6b9c-4547-452d-8f2d-5373a2de83e0/187-4
00:25:42.628 --> 00:25:44.626
So start with the right customer.

208c6b9c-4547-452d-8f2d-5373a2de83e0/188-0
00:25:45.186 --> 00:25:45.746
And.

208c6b9c-4547-452d-8f2d-5373a2de83e0/189-0
00:25:47.306 --> 00:25:52.706
Give them something tangible in a with a
prototype as early as possible, because...

208c6b9c-4547-452d-8f2d-5373a2de83e0/190-0
00:25:54.786 --> 00:25:57.946
Data governance is very ambiguous.
If you talk about data governance,

208c6b9c-4547-452d-8f2d-5373a2de83e0/190-1
00:25:57.946 --> 00:26:00.564
it doesn't resonate.
If you talk about standardization of

208c6b9c-4547-452d-8f2d-5373a2de83e0/190-2
00:26:00.564 --> 00:26:02.596
metrics, it won't resonate.
Saving you time,

208c6b9c-4547-452d-8f2d-5373a2de83e0/190-3
00:26:02.596 --> 00:26:05.666
so you don't have to hunt and gather for
metrics, that'll resonate.

208c6b9c-4547-452d-8f2d-5373a2de83e0/191-0
00:26:07.986 --> 00:26:12.039
Start with the right customer,
give them something tangible as soon as

208c6b9c-4547-452d-8f2d-5373a2de83e0/191-1
00:26:12.039 --> 00:26:14.894
you can.
I think that made the big difference for

208c6b9c-4547-452d-8f2d-5373a2de83e0/191-2
00:26:14.894 --> 00:26:15.066
us.

208c6b9c-4547-452d-8f2d-5373a2de83e0/192-0
00:26:15.546 --> 00:26:20.919
All right. Well, I appreciate each of you.
Thank you both for joining Healthy Data

208c6b9c-4547-452d-8f2d-5373a2de83e0/192-1
00:26:20.919 --> 00:26:21.826
Podcast today.

208c6b9c-4547-452d-8f2d-5373a2de83e0/193-0
00:26:22.866 --> 00:26:24.386
Our pleasure. Thanks for having us.

208c6b9c-4547-452d-8f2d-5373a2de83e0/194-0
00:26:24.706 --> 00:26:27.300
And for our listeners,
this has been Anil Palvia,

208c6b9c-4547-452d-8f2d-5373a2de83e0/194-1
00:26:27.300 --> 00:26:31.502
the Director of Business Insights and
Analytics at Cooper University Healthcare,

208c6b9c-4547-452d-8f2d-5373a2de83e0/194-2
00:26:31.502 --> 00:26:34.719
and Bridget McCormick,
the VP of Organizational Effectiveness

208c6b9c-4547-452d-8f2d-5373a2de83e0/194-3
00:26:34.719 --> 00:26:37.106
and Learning at Cooper University
Healthcare.

208c6b9c-4547-452d-8f2d-5373a2de83e0/195-0
00:26:38.946 --> 00:26:40.466
All right. Thank you.