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. 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.
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
The challenge
1,900 ambulatory providers
Creating the why
Need to know approach for effective communication Training Best practices Known issues Overall strategy Achievements and success
Timely
Complete
Accurate
Applicable
Clear
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
FPO Pre go-live communication
Pull versus push strategy
Doctor-to-doctor communication
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)
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)
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)
Pre go-live communication: SharePoint site Training section on SharePoint site General information Training materials E-learnings Tip sheets Reference guides Playground materials
Pre go-live communication: SharePoint site Training section on SharePoint site is segmented by appropriate audiences EHR users Practice management users RCS users
FPO Go-live communication
Transition to push versus pull strategy
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
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
FPO Post go-live communication
Designated provider section on SharePoint
Designated provider section on SharePoint
Designated provider section on SharePoint
SharePoint
Webinars
Town hall meetings
Blast off: Revolutionizing communication with providers
Research: Methodology Survey 1 Sent to all medical group members 1,200 completed surveys Survey 2 Sent to providers only 269 responses
Providers most preferred communication channel
Providers most preferred communication channel Email
Worst way to communicate with providers
Worst way to communicate with providers Email
Providers most preferred communication channel
Research: Findings No easy way to prioritize messages Information overload = users ignore emails Lack of formal process to provide feedback
Communication optimization Segment channels for specific audiences Deliver information while minimizing impact on daily workflows Establish a valuable standing resource for end users
Revolutionizing communication effectiveness
Messaging directly through EHR 2014 Epic Systems Corporation. Confidential
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
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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