communicating with providers through transformational change · communicating with providers...

Making healthcare remarkable

Communicating with providers through transformational change

Richard Capps, MD, SVP of physician services for Novant Health and CMIO for Novant Health medical group

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.

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

Novant Health Making healthcare remarkable

The challenge

1,900 ambulatory providers

Creating the why

Training

Best practices

Known issues

Overall strategy

Achievements and success

Need to know approach for effective communication

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

Pre go-live communication

FPO

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

Go-live communication

FPO

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

Tips All users

Friday after last tip 1/week for 4 weeks

Update document All users

Post go-live communication

FPO

Email

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

Let’s chat