ROAD MAP. Clinical Optimization How to Know When You Need an Independent Expert to Be Successful

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Jonah Booth
6 years ago
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1 ROAD MAP Clinical Optimization How to Know When You Need an Independent Expert to Be Successful

2 How to Know When You Need an Independent Expert to Be Successful In a recent industry survey, 81% of healthcare managers identified electronic health record (EHR) optimization as their top IT savings opportunity. For most organizations, the goal of a clinical optimization program is to improve productivity, efficiency, and patient satisfaction, which will ultimately lead to increased revenue. The most common barrier to an effective EHR implementation is failure to get end user buy-in, so the success of any system optimization depends on overcoming this resistance. Here are five reasons the best way to accomplish that goal is by having experienced healthcare system experts leading your program. 1

3 How to Know When You Need an Independent Expert to Be Successful Credibility In many organizations, the IT department and the providers can have differing priorities, leading to pushback between the two groups. Sometimes, because of miscommunication, system changes don t get done or are only partially completed. This can cause a further strain on the relationship. Systems experts come into an engagement unburdened by this existing discord. They know how beneficial the system can be if used properly, and immediately focus on the task at hand which helps dissolve the tension and form consensus. Although they may face resistance at first, an impartial expert s ability to communicate with both groups and drive early quick fixes earns them immediate trust. The word can spread rapidly throughout the organization that they will make a difference and improve the daily working environment. This drives further buy-in and creates the momentum needed to make further positive changes. Broad Knowledge Base Since EHR systems have been in existence for less that two decades, it s unlikely any one organization will possess extensive system experience. In many cases, existing staff tends to be younger and inexperienced, sometimes right out of college. Even if the team is more seasoned, they likely have worked on a handful of systems. In those cases, they aren t likely to be aware of all the extensive capabilities offered by their systems. On the other hand, most independent experts have worked with multiple systems in a variety of organizations and seen them used in a number of different ways. An expert s knowledge of systems and what they can do is therefore likely to be much deeper than the internal resources of most organizations. This wide spectrum of knowledge can be passed on to your internal staff to broaden their view of systems, policies, and procedures. This experience provides the organization with a virtual benchmarking exercise since the experts are able to apply the knowledge they gained at other organizations to your particular situation. The organization s leadership often welcomes this valuable global view and is eager to take advantage of it. It s also important to utilize an expert who can offer both organizational and healthcare expertise. This ensures that you will receive a comprehensive plan that assesses all systems, workflows and staff. 2

4 How to Know When You Need an Independent Expert to Be Successful Dedicated Focus Internal clinical optimization efforts often falter because staff is performing their day jobs which include a number of tasks and responsibilities. Their focus cannot be solely on optimization. There usually isn t enough manpower within the organization to provide a team dedicated to an optimization project. Experts, on the other hand, come into an organization for the express purpose of examining, analyzing, and improving the use of the systems. They are not distracted by other priorities and can devote all of their efforts to optimization. They ease the burden on staff and bring them into the process where needed to gain specific institutional knowledge. This makes the most efficient and beneficial use of internal staff time and helps drive improvements. Independent Minded Because of the need to limit the draw on internal staff time, some organizations have relied on the EHR vendor to help drive a clinical optimization program. This unfortunately can create a conflict of interest, as vendors may offer solutions requiring the purchase of additional software or applications. Some vendors will conduct an analysis from a strictly systems perspective, rather than from a people and process point of view. They may provide you with a detailed excel spreadsheet outlining issues and recommendations, but this approach doesn t help you resolve those issues and implement the necessary changes. An independent expert will utilize the vendor assessment as a foundation to begin the true work of an optimization process. Healthcare Centric It s critical to utilize clinical optimization experts that speak healthcare and not just IT. An overly technical dialogue tends to increase resistance by providers. Healthcare professionals are looking for clear cut explanations in medical terms and become irritated by answers framed in techtalk. A clinical optimization expert, however, becomes a translator among your IT group, the vendor, and the your staff, helping to ease the frustration by keeping the focus on medical-based issues. Deciphering what the doctor is asking for and communicating that to the IT groups can be a critical component in breaking down barriers and achieving a successful optimization. Third party experts provide a neutral mindset. They have no allegiance to any particular system and focus instead on the needs of the organization. Experts have no monetary incentive to guide you in any particular direction when it comes to systems acquisition or upgrades. Their sole purpose is to help improve the operation of the organization, reduce cost, and increase the quality of patient care. 3

5 Clinical Optimization Results at UT Southwestern Hayes Management Consulting recently implemented a clinical optimization program with the University of Texas Southwestern Medical Center in Dallas. An expert team worked with over 30 clinics to help achieve provider buy-in, increase productivity, and improve patient satisfaction. As part of the project, the Hayes team installed a series of tools including: Synopsis trend reports using discrete data from the EHR Snapshot reports providing physicians a quick view to the patient charts Smartforms for more efficient and effective documentation Quickbuttons for time efficiency (reason for visit, charge capture, etc.) Ordersets/Smartsets for time efficiency of placing orders As a final step, the Hayes team trained staff as they worked so progress could continue once the engagement ended. UT Southwestern was able to benefit from the full capabilities of the systems resulting in streamlined operations and improved morale among both providers and IT staff. 4

6 Summary Clinical optimization is crucial for healthcare organizations in order to stay viable in an increasingly competitive environment. Optimization improves the efficiency of workflows, and allows physicians additional face-to-face time with patients since they are no longer bogged down with system issues. Internal or vendor-based optimizations often fail to reach these goals. A program led by an independent expert with a broad range of experience can be much more successful. Impartial clinical optimization experts bring deep, broad based knowledge of systems and processes that gives them immediate credibility. They are dedicated to sole task of clinical optimization, so are not distracted by other priorities. Their experience in both IT and healthcare allow them to easily bridge the gap between providers and IT staff which is key when uncovering issues and implementing improvements. Finally, they are independent with their only goal being to help you realize the full benefits that your system offers. The bottom line is that utilizing experienced, independent experts offers you the best chance of a achieving a successful clinical optimization initiative. 5

7 Hayes Management Consulting Hayes Management Consulting is a leading, national healthcare consulting firm that partners with healthcare organizations to streamline operations, improve revenue and enhance technology to drive success in an evolving healthcare landscape. To learn how Hayes Management Consulting can help you with your clinical optimization, call or requestconsultant@hayesmanagement.com Centre Street, Suite 402 Newton Center, MA Phone: Fax: info@hayesmanagement.com

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