Communicating with providers through transformational change

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Marylou Goodwin
6 years ago
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1 Communicating with providers through transformational change Richard Capps, MD, SVP of physician services for Novant Health and CMIO for Novant Health medical group Making healthcare remarkable

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.

2 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.

3 Novant Health Making healthcare remarkable 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

4 The challenge

7 1,900 ambulatory providers

8 Creating the why

9 Need to know approach for effective communication Training Best practices Known issues Overall strategy Achievements and success

10 Timely

11 Complete

12 Accurate

13 Applicable

14 Clear

15 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

16 FPO Pre go-live communication

17 Pull versus push strategy

18 Doctor-to-doctor communication

19 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)

20 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)

21 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)

22 Pre go-live communication: SharePoint site Training section on SharePoint site General information Training materials E-learnings Tip sheets Reference guides Playground materials

23 Pre go-live communication: SharePoint site Training section on SharePoint site is segmented by appropriate audiences EHR users Practice management users RCS users

24 FPO Go-live communication

25 Transition to push versus pull strategy

26 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

27 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 Friday after last tip 1/week for 4 weeks Tips Update document All users All users

28 FPO Post go-live communication

30 Designated provider section on SharePoint

31 Designated provider section on SharePoint

32 Designated provider section on SharePoint

33 SharePoint

34 Webinars

35 Town hall meetings

36 Blast off: Revolutionizing communication with providers

37 Research: Methodology Survey 1 Sent to all medical group members 1,200 completed surveys Survey 2 Sent to providers only 269 responses

38 Providers most preferred communication channel

39 Providers most preferred communication channel

40 Worst way to communicate with providers

41 Worst way to communicate with providers

42 Providers most preferred communication channel

43 Research: Findings No easy way to prioritize messages Information overload = users ignore s Lack of formal process to provide feedback

44 Communication optimization Segment channels for specific audiences Deliver information while minimizing impact on daily workflows Establish a valuable standing resource for end users

45 Revolutionizing communication effectiveness

46 Messaging directly through EHR 2014 Epic Systems Corporation. Confidential

priority) Conformation message (medium priority)

47 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

48 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

49 Let s chat

How to Put Your Meaningful Use Program Into AutoPilot. AMGA April 3, 2014

How to Put Your Meaningful Use Program Into AutoPilot AMGA April 3, 2014 Presenters Teresa Hall Director of Outcomes Improvement and Reporting Intermountain Medical Group Beth Houck Vice President, Client