US hospital that adopted car industry ethos says patient satisfaction is soaring

Virginia Mason Medical Center chief nurse tells London audience how Toyota techniques promote patient-led care

A US hospital that adopted working practices developed by the motor industry claims it has seen nurses’ efficiency improve and patient satisfaction soar.

For the past 15 years, Virginia Mason Medical Center in Seattle has used a system based on the Toyota car production model, which places the customer at the top of every decision. 

Principles adapted by Virginia Mason include ensuring the patient always comes first and focusing on the highest quality and safety. Nursing standards include conducting all handovers at the bedside. 

Virginia Mason’s chief nursing officer Charleen Tachibana told the Florence Nightingale Foundation annual conference in London that outcomes are encouraging. ‘We have seen nurses’ work time reduced and patient satisfaction sky-rocket,’ Ms Tachibana said.

‘Patients guide all decisions – we are striving for the highest levels of patient and staff satisfaction. When people feel respected, they have a psychological safety that allows them to feel engaged in work.’














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