The Walter Reed Army Medical Center Outpatient Infusion Service: Lessons for managing health care change at the local level

The Military Health Services System is undergoing tremendous changes paralleling those seen in the civilian health care system. Many of the same problems and frustrations are being encountered in the military as it builds TRICARE, one of the largest managed care systems in the country. This paper describes how a team of multidisciplinary subspecialty providers established an Infusion Service for Walter Reed Army Medical Center to fulfill customer needs brought about by system changes in the medical center. Policy and operations were directed toward addressing patient and provider frustrations. Organ transplantation ward length of stay shortened significantly in association with the establishment of this Infusion Service. Peritoneal Dialysis Clinic staff productivity improved. Organizational factors and values affecting patient outcomes and health system reform are discussed. Lessons learned from this project are identified and presented as suggestions that can be used in planning and executing changes throughout the Military Health Services System.