Heather Boyle, Director of Patient Logistics at Penn State Health Milton S. Hershey Medical Center joins us on this episode of Patient Flow Podcast. Heather shares her thoughts on the importance of aligning the operational and clinical aspects of healthcare and the logistics surrounding the launch of their Patient Logistics Center.

Heather Boyle
Director, Patient Logistics

Currently the Director of Patient Logistics, Heather is responsible for the activities surrounding daily patient flow from pre-admission through post discharge as well as operational oversight for the hospital transfer center, contact centers and switchboard. Previously, Heather worked as the Director of Therapy Operations and Home Health Administrator for HealthSouth Rehabilitation Hospital of York. She oversaw therapy operations of the inpatient rehabilitation hospital, five outpatient centers and the home health division. She also provided regional guidance for the therapy operations in 23 rehabilitation hospitals. Heather’s educational background includes a Bachelor of Science Degree in Occupational Therapy from Elizabethtown College and an Executive Masters in Business Administration from Troy State University.  Heather  holds an Adjunct Faculty position in Family and Community Medicine at the Penn State College of Medicine. Her lecture and teaching background includes presentation of many topics ranging from Hospital Operations to Leadership Development and Strategic Planning to Stroke Rehab, Functional Capacity Testing, Pain Management and Brain Injury Rehabilitation.

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Episode Breakdown

  • It’s vitally important for clinical and operational teams to work together closely. Each team brings different aspects of expertise to the table—and when their missions align – patients are receiving the best clinical care and the operational objectives of the hospital are also being met.
  • All hospitals are face capacity challenges at one time or another so it’s important to have a positive working relationship with the community hospitals, as well as the larger network.
  • Executive engagement is key to success, including the involvement of Chief Medical Officer, Chief Nursing Officer and Chief Administrative Officer.
  • Extensive data and reporting capabilities make it possible to drive decision making at the health system.
  • Improving patient flow within the hospital makes it possible to place patients exactly where they need to be, resulting in a better patient experience.

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