21. Going Past the Customer-Vendor Mindset (Panel)

In today’s healthcare landscape, the notion of forming long-term partnerships between industry and suppliers has yet to evolve past the approach of cutting costs for short-term gains. The purpose of this panel is to show how reinventing the client-vendor relationship as a collaborative partnership sets the foundation for innovation and alignment towards achieving common outcomes.

Our goal is to help others shift their mindset to focus on outcomes rather than price. This panel will provide tools to help build collaborative, client-vendor partnerships that result in a long-term, shared investment in innovation and the attainment of clinical outcomes. We will discuss how to create business models that ensure stable economic growth for both parties, while also supporting innovation. And finally, how these client-vendor partnerships are transforming today’s hospitals into smart hospitals of the future.

The first step to making a change requires vendors to position themselves as more than a supplier, and become solutions-focused. To achieve this, we implemented a shared accountability model with a joint focus on partnership goals, involving shared risk and performance incentives. Through a strategic Managed Equipment Services (MES) partnership we transformed care through new technologies and services, consulting, education and operational support.

This new business partnership model created positive results and mutual benefits. Through joint problem solving we removed procurement complexities and created standardization that reduced overall costs. Financial and technological risk was borne by the industry partner without a cost impact on the Healthcare provider. This presents a context in which the success of one is not achieved at the expense of the other, creating a high level of trust and transparency. There was also a total absence of construction change orders, due to early involvement in design and equipment site planning. Finally, exposing clinical and administrative stakeholders to the product development cycle resulted in early introduction of emerging technologies, ultimately benefiting patients.

Through this new partnership model, we learned that mutual accountability and ownership help create an environment where both partners become excited to take on initiatives, and have confidence there’s a mutual benefit. Ultimately, successful partnerships must be created with a fundamental alignment towards a shared, long-term vision of affecting not just care delivery, but clinical outcomes.

Our new partnership helped us identify clinical process gaps and co-create solutions that will help build the Canadian SMART hospital of the future. The success of our shared accountability model is proof that shifting from a transaction-based relationship to one where both partners collaborate on outcomes, is an innovation that benefits healthcare.

In today’s fast-paced and constantly changing healthcare landscape, innovation is essential for success. Creating partnerships between client and vendor is the way to move forward in building scalable solutions and new innovations that achieve the ultimate goal of delivering the best value for patients.


Rahul Gupta – Phillips Canada

Jeffrey Barnes – Philips Canada

Richard Tam – MacKenzie Health

Terry Villella – MacKenzie Health




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