A community hospital redesigns care

In response to professional and societal forces, Albany Memorial Hospital redesigned patient care services. Funding as a New York State Workforce Demonstration project afforded the organization the resources to study components such as decentralization of services, case management, and reallocation of work to new or expanded roles. Subsequent changes in skill mix were associated with improved or unchanged quality indicators and satisfaction levels. Cost savings were demonstrated by adjusted labor costs and continue through present housewide use of caremapping. Although the process requires tremendous time and energy, the outcomes clearly justify the investment.