Kirkland Medical Center is an outpatient clinic in the Virginia Mason Health System in the USA. Kirkland uses an innovative, system-wide management method to improve patient care and safety by eliminating waste and inefficiencies. This management method is used to streamline repetitive aspects of care delivery, standardise clinical roles and engage in continuous learning activities.
This case study highlights key features of Kirkland Medical Center’s management approach that have led to improved rates of employee satisfaction, engagement, and overall well-being. Two pillars play a central role in improving well-being: (1) workflow optimisation and (2) a culture of collegiality, respect, and innovation.