A Multi-Pronged Approach to Improve Provider Satisfaction

Transcription

1 A Multi-Pronged Approach to Improve Provider Satisfaction Session 149, March 7, p.m. Thomas Selva, MD, CMIO, MU Health Care Bryan Bliven, CIO, MU Health Care 1

2 Conflict of Interest Thomas Selva, MD Bryan Bliven Has no real or apparent conflicts of interest to report. 2

3 Agenda Ask/Listen Communicate Engage Educate Plan/Do Measure 4

4 Learning Objectives Identify key components in a multi-pronged approach to positively impact provider satisfaction Demonstrate the importance of provider EMR surveys Recognize the value of physician-funded positions on a EMR council 5

5 University of Missouri Health 6

6 Basic Principles Basic principles: no matter what, no matter when, no matter who any CMIO / CIO has a chance to sweep any user off their feet. They just need the right broom. 7

7 Basic Principles Ask/Listen Communicate Engage Educate Plan/Do 8 Measure

8 Ask/Listen 9

9 EMR Survey Results Questions are grouped into five categories to facilitate analysis and to track response trends 4.5 Targeted Impact Average Score % Change from Ease of Access % Patient Safety % Ease of Access Efficiency Communication Patient Safety Research and Process Improvement 10 Communication % Efficiency % Research & Process Imp %

10 Ask/Listen 11

11 Ask/Listen 12

12 Engage with Stakeholders Communicate Ask/Listen Engage Educate Plan/Do Measure 13

13 Shared Governance EMR Council PI-LDP/QI Model Experience 14

14 Shared Governance University System President CEO/President of Cerner Tiger Institute Board of Governors 5MU/5Cerner Population Health Workgroup Value Creation Office Registry Management Tiger Institute Prioritization and Steering Committe (TIPS) Data Governance Value Based Performance / Ops TIPS Sub-Committee Operations Project Management Documentation Provider Experience Patient Engagement Device OVersight Clinic Informatics Multi-D Informatics Orders Management Enterprise Media Pharmacy Advisory Clinical Decision Support / EBM 15

15 EMR Council 16

16 PI-LDP/QI 17

17 Model Experience 18

18 Plan/Do and Measure Communicate Ask/Listen Engage Educate Plan/Do Measure 19

19 Plan/Do 20

20 Plan/Do 21

21 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Measure/Measure/Measure DART Team Engagement Results 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Dyn Doc Time Compared to Power Note Time 0:31:41 0:24:29 0:17:17 0:10:05 0:02:53 % Dynamic Documentatio n DynDoc Time Per Note PowerNote Time Per Note 22

22 Measure/Measure/Measure DART Team Engagement Results 4:48:00 4:19:12 3:50:24 3:21:36 2:52:48 2:24:00 1:55:12 1:26:24 0:57:36 0:28:48 0:00:00 Dyn Doc Impact to Outside Hours Documentation 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% % Dynamic Documentation Documentation Time Outside Hours 23

23 Plan/Do Case Study: PILDP Project reduce readmissions Cone it down: Start with small test of change on quantifiable population CHF leading cause of readmissions Problem is not identifying patients with CHF when admitted for other issues Build algorithm to look at previous admissions, problem list, subset of labs and medications. Fire alert on admission that patient may have CHF Add CHF to problem list» Sets off process / orders to assure daily weights, discharge education 24

24 Measure/Measure/Measure CHF Algorithm Results Outcome: Readmissions for CHF drop by 50%!!! 25

25 Plan/Do Case Study: PILDP Project: Who is My Doctor Right Now? Solve the problem of who is the resident caring for the patient at this moment. Large source of frustration for nursing, consulting, and ancillary services. Engage big-small test of change on Medicine Service using Cerner I-PASS Handoff tool. Challenge: It works! Now spread it to the entire organization. 26

26 Measure/Measure/Measure Primary Contact Results 27

27 Educate Ask/Listen Communicate Engage Educate Plan/Do Measure 28

28 Educate 29

29 Educate 30

30 Educate DART Team / EMR Training Team Engagement Meeting with departments during faculty meetings or residency staff meetings. Participation in EMR Happy Hour sessions Cover hot tips or topics of interest to help assure staff are using the best workflows to achieve optimum efficiency with the EMR and associated tools. 31

31 Communicate Ask/Listen Communicat e Engage Educate Plan/Do 32 Measure

32 Communicate Regular flash updates from CMIO via to all staff Distribution list grows each month as staff get interested End of the month CMIO Digest of all updates sent during the previous month One more bite at the apple All CMIO updates stored on CMIO blog site for easy retrieval 33

33 Communicate 34

34 35

35 Communicate 36

36 Communicate 37

37 EMR Survey Results Overall satisfaction is evaluated with the question I am overall satisfied with the EMR Prior to 2014, overall satisfaction was calculated as an average of all year-over-year comparable questions Consistent Improvement Average Score 38 Overall Satisfaction

38 Key Take Aways Communicate Ask/Listen Engage Educate Plan/Do Measure 39

39 Questions? Thomas Selva, MD thomas-selva / Bryan Please complete the online session evaluation 40