Strategies to Maximize Service Lines and Improve Accountability


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The concept of service lines to improve performance and create a culture of accountability has met with some road blocks over time. The well-intentioned concept was initiated to assure that organizations were being the best they could be in a highly competitive environment. A shift to service lines requires a new way of business thinking that must be aligned with a culture change.

Upon completion of the webinar, participants will be able to:

1. Discuss the concept of service lines.
2. Identify the pros and cons of the model.
3. Define 2 factors that influence the decision to move from traditional management models to service lines.
4. Describe the culture changes that are necessary prior to implementing service lines.



Host: Diane Bradley, PhD, RN, NEA-BC, CPHQ, FACHE, FACHCA, Regional Chief Clinical Officer

Bradley has more than 30 years clinical management experience having previously served in leadership positions in acute-care, long-term and behavioral healthcare facilities. In the past, she also served in the U.S. Army as Chief Nurse of a 400-bed field hospital and large Army Medical Centers.

Bradley earned a Doctorate in Healthcare Administration from Baylor University; a Master’s degree in Nursing Administration from St. John Fisher College; a Master’s degree in Public Administration from SUNY Brockport; a Bachelor’s degree in Nursing from Alfred University; a Bachelor’s degree in Psychology from the University of Rochester; and a Diploma in Healthcare Administration from Baylor University in Fort Sam Houston.

She is also Certified in Nursing Administration, Advanced through the American Nurses Credentialing Center and a Licensed Nursing Home Administrator in New York State. In 2010 and 2011, Bradley became a Baldrige Examiner. She is also a Fellow of the American College of Healthcare Executives and the American College of Health Care Administrators. Bradley is currently serving as the President of the New York Organization of Nurse Executives.