Innovation in Physician Communication

Report
Innovation in Physician
Communication
Transforming Communications
by Leveraging CareNavigator
Karie Ryan, RN, MS, BSN
Chief Nursing Informatics Officer
Health First
Melbourne, Florida
Who we are...
Cape
Canaveral
Hospital
Holmes
Regional
Medical
Center
Palm Bay
Hospital
Viera
Hospital
Health First
Health Plans
Outpatient
& Wellness
Health First
Medical Group
• Physician Communication
Dimension = HCAHPS
Questions 5, 6, & 7
• HCAHPS questions group
doctors together
• By design, HCAHPS data
cannot be physicianspecific
National actual top-box scores
Federal 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 physicianspecific 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, BSN
Chief Nursing Informatics Officer
Health First

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