In this episode of Well-Being at Michigan Medicine, Chief Well-Being Officer Elizabeth Harry, M.D., welcomes Chief Transformation Officer Amy Cohn, Ph.D., to discuss complex health care issues, operations research, provider well-being and staff scheduling.

A significant part of the conversation touches on operational improvements, including a key example of improving a call system at Michigan Medicine.

Cohn’s team identified that excessive messages from a centralized call center were frustrating providers. Through collaboration with staff, they discovered that while many providers wanted these messages reduced, others found them valuable. The solution was to switch from a push to a pull system, where providers could access important information when they needed it, reducing interruptions while still enhancing communication.

In the interview, Cohn and Harry discuss a holistic approach to problem solving, emphasizing collaboration, respect and ensuring that staff can perform their roles effectively and with a sense of agency.

• Profile link: Amy Cohn, Ph.D.
• Learn more about the Center for Healthcare Engineering and Patient Safety (CHEPS)

Episode Transcript

Well-Being at Michigan Medicine is a part of the Michigan Medicine Podcast Network, and is produced by the Michigan Medicine Department of Communication. You can subscribe to Well-Being at Michigan Medicine on Apple Podcasts, Spotify, or wherever you listen to podcasts.

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