Communicating with providers through transformational change · Communicating with providers...
Transcript of Communicating with providers through transformational change · Communicating with providers...
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Making healthcare remarkable
Communicating with providers through transformational change
Richard Capps, MD, SVP of physician services for Novant Health and CMIO for Novant Health medical group
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Novant Health
We are making your healthcare experience
remarkable. We will bring you world-class
clinicians, care and technology – when and
where you need it. We are reinventing the
healthcare experience to be simpler, more
convenient and more affordable, so that you
can focus on getting better and staying
healthy.
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Not-for-profit, integrated health system that spans communities in the Carolinas, Virginia and Georgia
500 locations including 15 medical centers
Over 26,000 employees and physician partners
Nationally recognized for quality and safety measures
HIMSS Stage 7 Ambulatory Award
Novant Health Making healthcare remarkable
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The challenge
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1,900 ambulatory providers
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Creating the why
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Training
Best practices
Known issues
Overall strategy
Achievements and success
Need to know approach for effective communication
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Timely
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Complete
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Accurate
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Applicable
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Clear
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Overall provider communication strategy
Dedicated internal communication/marketing resource and expert
Created project brand consistent with organizational mission and vision
Consistent messaging
Repeatable model
Multiple communication channels
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Pre go-live communication
FPO
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Pull versus push strategy
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Doctor-to-doctor communication
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Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
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Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
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Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
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Pre go-live communication: SharePoint site
Training section on SharePoint site
§ General information
§ Training materials
§ E-learnings
§ Tip sheets
§ Reference guides
§ Playground materials
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Pre go-live communication: SharePoint site
Training section on SharePoint site is segmented by appropriate audiences
§ EHR users
§ Practice management users
§ RCS users
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Go-live communication
FPO
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Transition to push versus pull strategy
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Consistent communication during go-live
Timeframe Message Audience
Go-live Welcome Everyone
Two days post Advance Guide to SmartPhrases Providers & managers
Five days post Comprehensive Guide to MyNovant Everyone
One week post Well Child Check and 1-Step Consult Note Providers & managers
Nine days post Provider Survival Guide Prescriptions and In Basket
Providers & clinical staff
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Consistent communication during go-live
Timeframe Message Audience
Go-live Welcome Everyone
12 days post Physicians’ guide Providers & managers
2 weeks post go-live 1/day for 3 weeks
Tips All users
Friday after last tip 1/week for 4 weeks
Update document All users
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Post go-live communication
FPO
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Designated provider section on SharePoint
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Designated provider section on SharePoint
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Designated provider section on SharePoint
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SharePoint
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Webinars
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Town hall meetings
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Blast off: Revolutionizing communication with providers
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Research: Methodology
Survey 1
§ Sent to all medical group members
§ 1,200 completed surveys
Survey 2
§ Sent to providers only
§ 269 responses
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Providers’ most preferred communication channel
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Providers’ most preferred communication channel
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Worst way to communicate with providers
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Worst way to communicate with providers
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Providers’ most preferred communication channel
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Research: Findings
No easy way to prioritize messages
Information overload = users ignore emails
Lack of formal process to provide feedback
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Communication optimization
Segment channels for specific audiences
Deliver information while minimizing impact on daily workflows
Establish a valuable standing resource for end users
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Revolutionizing communication effectiveness
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Messaging directly through EHR
© 2014 Epic Systems Corporation. Confidential
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Messaging directly through EHR: Prioritizing messages for providers
Broadcast message (low priority)
Conformation message (medium priority)
Known issue (high priority)
© 2014 Epic Systems Corporation. Confidential
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Future state
Empower managers, clinical users and non-clinical users on dashboard functionality
Incorporate broad medical group news into the dashboard
Develop effective two-way communication method using advanced social media-type tools
Evaluate impact of new communication tactics
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Let’s chat