Keep it simple: Learning to first see and then use the language of waste to achieve results

Katherine Manuel-Reyes shares her journey as the executive operations leader responsible for developing an effective management culture at two distinct health systems. The presentation showcases the remarkable achievements of two healthcare organizations, bound to capture the attention of C-suite executives. These organizations have significantly improved patient and employee satisfaction and enhanced operational efficiency, while experiencing substantial growth and increases in employee salaries and benefits.

You will find powerful strategies for creating a pull for lean versus the traditional top-down approach to achieving outcomes. Members of her current team will share lessons learned and the difference between the first and current lean deployment. They will delve into the transformative shift from tool-based methods to people-centered approaches that yield results, fosters engagement at all levels as well as innovation through a culture of experimentation.

Attendees will gain insights into fostering a culture where employees, including clinicians, drive change, leading to sustainable growth and increased value. By prioritizing respect, trust and employee empowerment, leaders can build a high-performing culture, demonstrating the two lean pillars of “respect for people” and mindset of “continuous improvement.” The session will provide actionable methods to achieve operational excellence, demonstrating how unleashing employees' potential leads to long-term success in a matter of a few years.

Key learning objectives

1. Create pull for learning lean, despite an unsuccessful first deployment, and the critical difference in a people-centric approach.
2. Discover practical strategies for organizational-wide leadership development through use of daily huddles.
3. Learn from a practitioner’s and life-long student’s perspective and her observations of the necessary attributes of the genuine Sensei(s).

Company

University Health is the only locally-owned health system in San Antonio. For more than 100 years, University Health has been here to heal, improve health, train the next generation of medical professionals and ensure the people of San Antonio, Bexar County and South Texas have access to primary and advanced specialty care close to home. Specialized services include the region’s only level I trauma center for both adults and children, and maternal and neonatal intensive care centers designated at the highest levels by the State of Texas. As the region’s only academic health system, University Health is a hub of innovation and discovery, committed to delivering patient-centered, culturally competent, high-quality and compassionate care, based on a strong foundation of outcomes-based research and innovative teaching. https://www.universityhealth.com/

Presenters

Diana Gonzales serves as the director of Women’s Health for University Health. She has been in nursing leadership roles for over 30 years with an emphasis on community health and women’s services. Gonzales oversees the daily operations of the women’s service line in ambulatory. She also has implemented several evidence based programs including the Nurse Family Partnership, Mommies, Centering and Adolescent Medical Home programs. Gonzales has a dual Master’s degree in nursing/education and a current RN license. She received her degrees from the University of Texas Health Science Center in San Antonio where she graduated cum laude. She is also adjunct faculty at the University of Incarnate Word in San Antonio.

Gonzales serves on several advisory boards, including the NFP state/local advisory board and American Red Cross. She is a committed professional and is widely recognized as a community leader and teen advocate with numerous organizational, local and state recognitions. Her department received a Gage Award from Americas Essential Hospitals for reducing the teen pregnancy rate in Bexar County. She is a member of several professional nursing and alumni organizations. Gonzales is passionate about embedding a culture of continuous improvement and involving all employees in her organization. 

Amit Mehta, the executive director of several ambulatory service lines, is an accomplished leader who blends a strong clinical background with a passion for operational excellence. His extensive experience began with an initial foray into lean management in 2004, propelling him toward a career defined by transformative healthcare leadership and systemic improvements.

Under Mehta's guidance, his teams have pioneered A3 projects, positioning patient safety as the keystone of their operational strategy.

One of Mehta's significant contributions to healthcare was the improvement of access in urgent care specifically for patients with low back pain. His involvement in a study published in 2015 displayed his innovative approach — successfully reducing unnecessary utilization, improving patient outcomes and significantly cutting down ER visits. This initiative not only demonstrated Mehta's commitment to patient-centered care but also highlighted his ability to effectively utilize resources to deliver quality care.

In addition to operational leadership, Mehta extends his influence to the academic sector, by voluntarily sharing his knowledge and expertise with the Academy of Leadership & Innovation of American Physical Therapy Association. His dedication to process improvement and patient safety remains at the forefront of his mission to deliver exceptional healthcare services.

Katherine Manuel-Reyes is the SVP for ambulatory services for University Health, San Antonio, Texas. Previous positions include chief operating officer for Sutter Gould Medical Foundation, Palo Alto Medical Foundation (Santa Cruz) and Dignity Health Medical Foundation. She has held similar roles in other large delivery systems with operating budgets that range from $300M to $1.2B.

As an ambulatory operations executive, she is responsible for the patient, employee and physician experiences. She provides overall leadership and direction for multi-specialty clinics, ancillary services and other support services.  She and her teams have consistently delivered top-decile performance in patient, physician and employee satisfaction metrics. Most notably, Sutter Gould Medical Foundation was recognized as the top-rated medical group in California in 2014 and 2015 by Consumer Reports. This recognition and similar such outcomes resulted in her teams hosting learning tours by international and national visitors.

As an integral member of an executive leadership team, Manuel-Reyes is involved in developing the strategic direction for business development. She has led culture transformations, including lean-based management systems, system-wide adoption of 5s for greater than 10k exam rooms, strategic eHR adoption and centralization of business functions, resulting in improved experiences for patients and clinical teams.

Manuel-Reyes serves on the Board of Directors for the Western Region of the Association for Manufacturing Excellence (AME). She holds a B.S. in healthcare administration from San Jose State University and a master’s degree in organizational management from the University of Phoenix.