Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator
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Transcript of Innovation in Physician Communication Transforming Communications by Leveraging CareNavigator
Innovation in Physician Communication
Transforming Communicationsby Leveraging CareNavigator
Karie Ryan, RN, MS, BSN Chief Nursing Informatics Officer
Health FirstMelbourne, Florida
Who we are...
Cape Canaveral Hospital
Palm Bay Hospital
Health First Health Plans
Outpatient & Wellness
Health First Medical Group
Holmes Regional Medical Center
VieraHospital
• Physician Communication Dimension = HCAHPS Questions 5, 6, & 7
• HCAHPS questions group doctors together
• By design, HCAHPS data cannot be physician-specific
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.
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
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
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
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
Workflow & Process
• Palm Bay Hospital routes physician communication alerts to the charge nurse and nurse director
• Uniqueness = Chief Medical Officer wants physician-specific data
Sample alert message via email
Sample alert message via pager
#:4836902 Room 228: How would you rate Dr. Ahmed’s bedside manner?: Poor
Palm Bay Hospital began with a hospitalist PowerPoint video, bios, & surveys
In October 2012, Palm Bay Hospital included all physicians in the Skylight initiative
Next Steps
• Continue defining process for follow up• Spread best practice• Measure impact in HCAHPS across
facilities• Utilize functionality for other HCAHPS
domains.
Question & Answers
Karie Ryan, RN, MS, BSNChief Nursing Informatics Officer Health First