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Joanna Omi, MPH, Director, Lean Health Care Practice

Restore Safe, Accessible Care and Revive Preventive Services

By Joanna Omi, MPH
Moss Adams Lean Health Care Practice

See all this Month's Articles

Original Publish Date: December 8, 2020

The COVID-19 pandemic disrupted nearly every aspect of the health care industry with implications for care delivery across the continuum.

Below are highlights of the impacts on patients, providers, and health plans, as well as opportunities to stabilize and redesign primary care delivery in response.


For Patients

For Providers

For Health Plans

Find Opportunity in Disruption

This disruptive period provides a rare opportunity for health plans and providers to partner in targeted areas of benefit to members, patients, and communities.

In particular, working together to strengthen patients’ sense of value and trust in preventive and chronic care while maintaining COVID-19 safety precautions will be critical to reducing preventable morbidity and mortalities, as well as unnecessary costs.

With a focus on lean methodologies and continuous improvement, partnerships work when problems are jointly defined and agreed upon, and strategies and tactics are developed and executed at the appropriate level of delivery.

In an effective lean management system, consensus starts with understanding the problem to be solved and the collective and organizational benefits—or what’s in it for me (WIIFM)—are transparent.

Leadership decisions determine the what. The how, then, should be determined by those closest to the work, namely managers and front-line staff, with cascaded metrics to align the organizations and the partnership as a whole.

An elemental lean management structure such as this can be implemented even as the pandemic continues, helping your organization restart, enhance, and redesign care processes to:

Improvement Workshops and Leadership Coaching

The urgent priority of many health care organizations is to stabilize operations and get productivity back online safely. This can be facilitated with straight-forward strategies that require process improvement and daily management fueled by the problem-solving talents of those workers on the front line of care.

The approach for each organization varies depending on the size of its operations and unique needs. Below is a sample approach to help stabilize and redesign your primary care delivery.

Stablize + Redesign Primare Care Delivery table

We’re Here to Help

To learn more about how your organization can improve its processes to regain patient trust, prevent delayed services, and increase productivity, contact your Moss Adams professional.

Note on COVID-19

During this unparalleled time, we’re closely monitoring the COVID-19 situation as it evolves so we can provide up-to-date guidance and support to help you combat uncertainty. For regulatory updates, strategies to help cope with subsequent risk, and possible steps to bolster your workforce and organization, please see the following resources:

Joanna Omi works with organizations to develop systems for sustained improvement, encouraging leaders and staff to implement new approaches to resolve long-standing problems. Since 1995, she has led system and operational change, including at a large health system in hoshin kanri/strategy deployment, coaching, daily management systems, and lean operations. She can be reached at (917) 647-9497 or