The best part of my job is getting out of the office and going to the place where the value added work is being done. In Lean terminology, this is called the “gemba.” When I go to the gemba I … Continue reading →

As you’ve read in this blog, in the local media, and heard from your managers, UMass Memorial Health Care is working through some very challenging financial issues. We are dealing with these issues by reducing our expenses, seeking new revenue … Continue reading →

Over the past several months, UMass Memorial Health Care has been making many changes in the way we provide care for our patients and our managerial structure with the goal of improving the quality of care we deliver to our … Continue reading →

A longtime volunteer at the Medical Center retired last week, at the age of 112 years young! That, of course, is in dog years. Oscar the pet therapy dog has been comforting many of the young patients in our Children’s … Continue reading →

  Last week I had the chance to visit Plumley Village Family Medicine, just across the street from our Medical Center’s Memorial Campus.  The caregivers at Plumley deserve a gold medal for team work and delivering great care to the … Continue reading →

Last week I had the opportunity to visit Community Healthlink (CHL) where I was overwhelmed by the incredible work they are doing. I visited our Adolescent Substance Abuse Recovery unit on Queen Street; Dr. Erik Garcia’s primary care clinic on … Continue reading →

Last week I gave a talk at the medical school about high-performing healthcare systems and what they are doing to improve quality and lower the cost of healthcare for their communities. One of the systems I highlighted during the talk … Continue reading →

Anyone  who  believes that the people who register our patients, collect insurance information, validate coverage, code encounters, generate  claims, manage denials and post payments for the services we provide, are unimportant, doesn’t understand health care. The quality of our facilities, … Continue reading →

In May, two months after assuming the role of CEO, I found myself on the verge of my first crisis.  The potential for an MNA strike made for an incredibly challenging time for me personally and for the entire UMass … Continue reading →

Each year at this time, UMass Memorial Health Care completes its audited financial statements. Each year we also take this opportunity to sit down with reporters from the Worcester Telegram to discuss the past year’s financial numbers and discuss our … Continue reading →

For 2014 I have two New Year’s resolutions. The first is to be completely transparent with our care givers and patients about the quality of care we are delivering, our caregiver and patient satisfaction, and our financial performance, so today’s … Continue reading →

I’m sure that many of you saw this week’s news of our intent to sell Wing Memorial Hospital and Medical Centers to Baystate Health. This was obviously a difficult decision for us to make. Wing has been a valued member … Continue reading →