Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie...
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![Page 1: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/1.jpg)
Innovation in Physician Communication
Transforming Communicationsby Leveraging CareNavigator
Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer
Health First
Melbourne, Florida
![Page 2: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/2.jpg)
Who we are...
Cape Canaveral Hospital
Palm Bay Hospital
Health First Health Plans
Outpatient & Wellness
Health First Medical Group
Holmes Regional Medical Center
VieraHospital
![Page 4: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/4.jpg)
• Physician Communication Dimension = HCAHPS Questions 5, 6, & 7
• HCAHPS questions group doctors together
• By design, HCAHPS data cannot be physician-specific
![Page 5: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/5.jpg)
National actual top-box scoresFederal Fiscal Years 2008 through 2012
• FFY 2008-2012, Physician Communication had the least improvement among all 8 HCAHPS dimensions.
• FFY 2008-2012 top-box scores for the Physician Communication dimension increased 1 point. The other 7 HCAHPS dimensions had an average top-box score increase of 4.3 points.
![Page 6: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/6.jpg)
Don’t let the perfect be the enemy of the good
• Skylight feedback questions do not replace HCAHPS
• HCAHPS is a reliable and valid survey
• Skylight: convenience sample, selection bias...
• Each Skylight alert comes from an individual and is a real-time service recovery opportunity
• Supplement quality initiatives with physician-specific data from Skylight
![Page 7: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/7.jpg)
Physician Inclusion
• Palm Bay Hospital began by asking questions about hospitalists
• October 2012 all physicians were included
• May 2013 physician feedback forms are automatically assigned via ADT interface
![Page 8: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/8.jpg)
Question Selection
• Palm Bay Hospital used Communication Assessment Tool (CAT) questions for hospitalists feedback.
• Questions were then modified prior to rolling out to all physicians in the hospital
Measuring patient views of physician communication skills: development and testing of the Communication Assessment Tool. http://www.ncbi.nlm.nih.gov/pubmed/17574367
Assessing patient perceptions of hospitalist communication skills using the Communication Assessment Tool (CAT). http://www.ncbi.nlm.nih.gov/pubmed/21162155
![Page 9: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/9.jpg)
Clearly tying data to individual physicians
The Feedback section of the Health Dashboard identifies specific physician names
Each question includes the specific physician’s name
![Page 10: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/10.jpg)
Workflow & Process
• Palm Bay Hospital routes physician communication alerts to the charge nurse and nurse director
• Uniqueness = Chief Medical Officer wants physician-specific data
![Page 11: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/11.jpg)
Sample alert message via email
Sample alert message via pager
#:4836902 Room 228: How would you rate Dr. Ahmed’s bedside manner?: Poor
![Page 12: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/12.jpg)
Palm Bay Hospital began with a hospitalist PowerPoint video, bios, & surveys
![Page 13: Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer.](https://reader036.fdocuments.in/reader036/viewer/2022062619/55173a8855034603568b610f/html5/thumbnails/13.jpg)
In October 2012, Palm Bay Hospital included all physicians in the Skylight initiative
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Next Steps
• Continue defining process for follow up• Spread best practice• Measure impact in HCAHPS across
facilities• Utilize functionality for other HCAHPS
domains.
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Question & Answers
Karie Ryan, RN, MS, BSN
Chief Nursing Informatics Officer
Health First