In the face of a pandemic, patient engagement centers are critical.  For Spectrum Health Hospitals, it was critical to determine the following: Did your clinical triage operations rise to the occasion?  This session will unpack how a traditional workforce management philosophy and emotional decision making did not help in the face of COVID-19, and how transformational thinking and fortitude ultimately prevailed!

Call to Action:

• Rethink your operations and preparedness using process improvement techniques
• Drive quality outcomes by revitalizing multi-disciplinary partnerships