Nancy E. Richman, Ph.D., Consultant
Dr. Richman received her psychology master’s degree from Lesley College in Cambridge, Massachusetts and her doctorate in Clinical Psychology from Boston University. In her early work as a staff therapist and staff psychologist for several medical centers and mental health care clinics, she pioneered the design and development of an innovative school and community consultation program. Later, as Chief Psychologist of a New England community mental health center, she was responsible for reengineering the patient access and revenue cycle that begins with the patient seeking services and ends with the closing of the financial account. Dr. Richman was also instrumental in the development of a statewide mental health care contracting organization in New Hampshire. Her challenges included developing clinical practice guidelines, retraining psychologists to improve productivity, as well as implementing a clinical outcome measurement system throughout the state clinic system.
Prior to coming to DeMarco & Associates, Dr. Richman was the Director of Quality Improvement for a medium sized, Midwest-based hospital. With this position Dr. Richman crystallized her career focus more fully on the human factors engineering area of process redesign. Most recently Nancy’s responsibilities included the development of a performance-based organizational “report card,” the design and implementation of instruments to assess employee attitudes and patient satisfaction, and the facilitation of quality improvement teams. Recognition of this work resulted in an invitation to present the results of one of these improvement initiatives at the Illinois Foundation for Quality Health Care “HealthCare Quality Forums” in 1998. In addition, Dr. Richman was instrumental in facilitating the efforts at this hospital to successfully retain joint commission accreditation.
As a consultant to DeMarco & Associates, Dr. Richman assists Mr. DeMarco in the broader areas of leadership design and development for physicians and creation of medical staff governance models that can adapt to change quickly. In addition, it is anticipated that once the specialized JCAHO accreditation track for critical access hospitals is unveiled by the Health Care Financing Administration, she will utilize her expertise in accreditation standards to assist rural hospitals to achieve or retain their Medicare critical access designation.
Dr. Richman offers expert knowledge of behavioral dynamics, the people component of organizational change management, and the “group think” issues confronting all medical staff and physician networks in this time of radical change.