Transforming Primary Care from the Frontline at Cedars-Sinai

Rupal Badani, MD, Medical Director; Hanina Rosenstein, Senior Performance Improvement Facilitator; and Jennifer Ortiz, MBA, Project Manager, Organizational Advancement, Cedars-Sinai Medical Network. In 2015, Cedars-Sinai Medical Network reached a tipping point where our ambulatory medical group primary care doctors were increasingly dissatisfied with work. In response, the Network launched Practice Transformation, a lean-based redesign of the practices. Together with leaders and frontline teams, the primary care practices redesigned core processes including physical space, supply chain, access, call management, patient flow and care team integration. We believe this redesign, which engages care teams and eliminates waste from the system, unburdens physicians and staff and allows them to focus on delivering outstanding experiences to their patients and to each other. And, as such, that this work holds great promise for returning the joy to the practice of medicine.