Session Details

99H - Transforming a Support Services Culture to One of Transparency, Accountability and Collaboration: A Journey to an Insourced Management Model

Wednesday, March 22

3:15–4:15 p.m.

In healthcare, outsourcing vs. insourcing the management of support services, including environmental services, patient transport and linen continues to be a hot debate. Support services play a critical role in optimizing patient throughput, and outsourcing them may appear to be the most cost-effective approach. One academic medical center’s transition from an outsourced to an insourced management model has resulted in significantly improved performance, reduced labor cost, a more engaged leadership team and staff, and a culture of continuous improvement. Moving to an insourcing solution can be an overwhelming task; however, the right structure and transitional plans can enable a seamless transition.

This presentation outlines the process and framework used by the medical center to transition its support services management team from an outsourced model to a successful, sustainable self-operation model. Coincidently, the transition to self-operation was initiated in parallel to the pandemic. Despite encountering new, unanticipated challenges, the move to self-operation reduced cost; advanced quality standards; improved management controls; enhanced communication and collaboration; and refined agility, flexibility, and innovation. Key drivers in the success of the implementation included a well-prepared plan for transition, a system to monitor and measure ongoing performance, and the ability to adjust processes. The model is built on an operational excellence framework, embedding a culture of transparency, accountability and collaboration.

Learning Objectives

  • Understand the process and structure used to implement a successful self-operating support services management model.
  • Assess the benefits realized with an insourced vs outsourced management model.

Presented By

Joseph Anton

Joseph Anton

Vice President, Operations

Thomas Jefferson University Hospitals, Jefferson Health
Christine Behr, PMP

Christine Behr, PMP

Director Patient Transport and Support Services Optimization

Thomas Jefferson University Hospitals, Jefferson Health