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Please mute your microphone Feel free to enter questions in the chat at any point during the presentation! Systemness Panel July 2020 In collaboration with:

SHS Mission & Vision Dean Mission: Improve lives through better healthcare delivery Vision Create a culture of continuous improvement within healthcare organizations. Actions we will take to create this culture include: Cultivate a community of healthcare improvement professionals that is passionate about making a difference Foster innovative problem solving through systems thinking Develop healthcare leaders, professionals, clinicians, and students Influence leaders and decision makers on the future design of healthcare 2

SHS Communities of Practice To connect process improvement individuals working in the healthcare industry Young Clinical Education Academic Professionals Student Experienced Professionals 3

Delivering patient-focused, seamless and highquality care across the many parts of the system to maximize value for customers (Becker’s, 2020) © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 4

What words come to mind when you think of “Systemness”? Submit your responses in the chat section! © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 5

Patient-Centered Partnerships Value-Based Care Communication Tools Perspective Operational Dashboards Goals and Objectives Access to Capital Interoperability Patient-Centered Care Services and Access Culture Incentives Clinical Process Standardization Visibility Process Improvement Data Warehouses and Analytics © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 6

Systemness can be achieved and maximized through a wide variety of internal and external partnership options across different levels of governance and operational control Degree of Integration and Potential Value Less Than Full Integration EXTERNAL INTERNAL PARTNERSHIPS Other Collaboration Inter. Organization Best Practice Sharing Affiliation Management Services Agreement Intra-Organization Centers of Excellence; Specialty Branding Strategies Value Based Network Joint Operating Company Full Integration Joint Venture Intra-Organization Process and Technology Standardization; Centralize Administrative Functions Merger Acquisition / Sale Intra-Organization Hospital, Service Line, and Medical Group Consolidation Degree of Formal Operating and Governance Control Degree of Complexity in Execution The higher the degree of integration, the more complex the execution but larger potential synergies / value created © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 7

For today’s panel, we have assembled a team of experts collectively possessing more than 40 years of experiences in health systems and process improvement Adam Seyb Eric Crockett Leang Chhun Director of Health Care Regional Chair of Administration Director of Quality Improvement Adam has provided leadership throughout the lifecycle of his clients’ largest and most strategic projects. He’s able to do so thanks to his 20 years of experience as a consultant and advisor to leading integrated delivery networks, academic medical centers, health systems, and physician groups. Eric is the Regional Chair of Administration for the Southeast Region of the Mayo Clinic Health System. This includes oversight of the administrative staff and functions in the region, as well as operations in a number of surrounding communities. Eric is a Fellow in the American College of Medical Practice Executives and a member of the MGMA-ACMPE National Board of Directors. Leang is a Change Leader with 10+ years of progressive healthcare improvement experience. He is responsible for Quality and Process Improvement across 11 hospitals in the Atlanta, Georgia Region. Leang directs and prioritizes the activities of the process improvement professionals leading and facilitating system and hospital wide strategic quality and safety improvement projects. © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 8

Primary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement Partnerships are an important aspect of building engaged systems. What are some of the key external partnerships in your organization? How were the relationships established and what is done to maintain trust and open communication? © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 9

Primary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement Partnerships are an important aspect of building engaged systems. What are some of the key internal partnerships in your organization? How were the relationships established and what is done to maintain trust and open communication? © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 10

Primary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement In an integrated system, it is easy for one part of the organization to be perceived as more important than the others. For example, an urban medical center is often viewed as more important than a community hospital. What does your organization do to support the needs of the entire system? What challenges are you currently working on in this area, and what are you doing to address the issues? © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 11

Secondary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement Communication is a common problem in a system, especially when stakeholders are in different locations. What does your organization do to overcome the distance barrier? How do you incorporate technology in your approach? Do you feel that a virtual meeting can replace the “feel” of a face-to-face interaction? © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 12

Secondary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement Shared goals are important in integrated systems because they ensure that everyone is working in the same direction. What shared goal receives the most attention in your organization? Why do you feel that goal generates more excitement than the others? How could you align the other goals to engage people on a similar level? © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 13

Secondary Questions Adam Seyb Director of Health Care Eric Crockett Regional Chair of Administration Leang Chhun Director of Quality Improvement Q&A (Please type in the chat box) © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 14

Final Remarks • THANK YOU to our panelists, for your time and expertise! • Panel Materials: • All attendees can download the deck (handouts) • You will receive an email within 24 hours with link to recording • You can go to this link soon and get access to the deck and recording • Special-Access for SHS Members (Extra Slideware): • The Benefits and Hazards of Systemness • A Historical Overview of Systemness • Current Collaborations: The COVID-19 Coalition • Further resources/readings • Reminder: Join us at the SHS ANNUAL CONFERENCE in Orlando! (Feb 24 -26, 2021) © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 15

Contact Information Adam Seyb Eric Crockett Leang Chhun Director of Health Care Regional Chair of Administration Director of Quality Improvement aseyb@wmp. com (312) 447 -6656 crockett. eric@mayo. edu (507) 266 -6223 leang. chhun@gmail. com (404) 353 -5309 © 2020 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. 16