Biographical Sketch

Mr William 'Bill' Burton is the Assistant Vice-President of Performance Services in Duke University Health System. Championing the transformation and improvement towards patient-centric care, Bill has led in the development of the Performance Services Office for Duke University Health System since 1993.

Performance Services Office is a diverse group of 50 engineers, analysts and healthcare professionals dedicated to the measurement, monitoring and improvement of organizational performance. Bill’s specialised areas include management engineering, the balanced scorecard process, quality and performance reporting, performance excellence, and performance improvement training and support. Striving towards the Second Curve healthcare system, the team of elite professionals provides integrated support to all entities in the health system including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Specialty Practices and Duke Primary Care.

Mr William will be sharing on how he has successfully embarked on the transformation process at Duke by achieving the prestigious Baldrige Award, given by the President of the United States to businesses and outstanding education, health care, and non-profit organizations in the Baldrige Performance Excellence Program. A certified six sigma black-belt, Bill steered the deployment of Six Sigma tools to drive process and quality improvement, while integrating healthcare service delivery excellence and care innovation, and measuring the results annually through a balanced scorecard.

Prior to joining Duke, he worked with SunHealth Enterprises (now Premier Inc.) for over ten years as a management consultant. He received his B.S. and M.S. from North Carolina State University in Industrial Engineering.

Synopsis

Keynote Address - Journey to Excellence, Roadmap for Success

Mr William will be sharing insights from the Duke journey towards performance excellence and lessons learnt from the Duke University Health System's success story.  He will present a roadmap to success and comparisons of the journey towards a second curve healthcare system.

Learn how to achieve healthcare excellence through quality improvement in service delivery, care outcomes and organisation performance.


HM 14 - Organisational Excellence at Duke University Hospital

Mr William and Ms. Jennifer will lead a session titled “Organisational Excellence at Duke University Hospital”. The presenters will provide an overview of the Duke University Hospital’s performance management processes, including how the organisation sets priorities, manages and monitors performance, and improves performance on an ongoing basis. They will also provide an overview of the key resources needed to support the process and how Performance Services department is structured to support Duke University Hospital to achieve organisational excellence.