hands 121009.pptx - all hands meeting
TRANSCRIPT
Agenda
New Staff Introductions (Steve Desper) Announcements (Dr. Tom Miller) QI (Kim Young-Wright and Annie Whitney) CQI Success Story (Steve Desper) Clinic Support Website (Dr. Robb Malone) Retinal Camera (Dr. Robb Malone) Phone Messaging (Dr. Cristin Colford) H1N1 vaccine and Guidelines (Dr. Cristin Colford)
Congratulations Drs. Marco Aleman, Tim Carey, Paul Chelminski,
Cristin Colford, James Evans, James Kurz, Michael Pignone, and Amy Shaheen have been included in the latest compilation of The Best Doctors in America
Promotions
Dr. Michael Pignone to Full Professor
Service
10 years: Jo Williams
5 years: Bart Scott
QI Team Projects and AccomplishmentsTeam 1
Training of staff on phone/fax protocols
Staff directory Radiology form approval Lab order simplification Phones – Thursday and after
hours Handling misdirected mail Protocol for shredding old forms Standardization of nurse lab kits etc
Team 2
Late clinic – better communication between nurse and provide before visit
Resident huddle checklist Resident Rx refills Phone tree Streamlining resident mail
process Enhanced care appointments Phone room call routing etc
QI Team Projects and AccomplishmentsTeam 3
Managing no shows – GE alerts, visit planners, pre-visit calls, scripts
Late patients tracking Standardized messaging Retinal camera process and flow Narcotics prescription pickup
protocol and Medication lists DME fax cover and order sheet Standardization of brochures Unavailable residents protocol etc
Team 4
Lab form updates and training Encounter form updates Patient flow Clinic signage Change to Side 1 & 2 Lab light installed Standardization of supplies Signs for Thursday late opening etc
Beyond the laundry list Resident messaging project has reduced response time 24
hours or less for 80% of messages.
Home Health Billing project has meant additional $17,778 to the clinic last year and $29,599 so far this year.
No show calling project has reduced no shows to 34%.
Patients report that improved clinic signage has improved clinic flow and reduced misdirection.
Patient lab correspondence project has increased patient satisfaction and reduced call volume.
Phone scripting has reduced the amount of time needed for scheduling so more calls can be handled
And there’s more… Improved lab form project has decreased the number
of unpaid labs.
Fax/phone process has reduced turnaround time. 80% are being handled within 1 business day.
Retinal camera is generating additional dollars for the clinic while providing an important service to our patients.
We should ALL feel REALLY GOOD about these accomplishments!
The Transition – beginning Jan 7
Week Current Future (as of Jan 7) Leads
1st Thursday QI Teams 2 QI Teams Clinic Action Team
Annie, KimSteve, Paul
2nd Thursday Huddles In service Training Steve, Malinda,Jasmine
3rd Thursday QI Teams 2 QI Teams Clinic Action Team
Annie, KimSteve, Paul
4th Thursday Staff Meeting, Quarterly All Hands
Clinic updates and In service Training
Cristin, Steve, Malinda, Jasmine
5th Thursday Clean up and catch up
Clean up and catch up Steve, Malinda,Jasmine
• A new model will be implemented to continue the work and progress we have
already made.
• The new model will streamline how we implement clinic improvements.
• Will also provide the time for staff training.
• All the little things add up!
QI Teams Team Composition: volunteers and some staff recruitment.
Support: Kim & Annie to facilitate teams paired with a leader.
Project topics: from clinic management meetings and staff suggestions.
Methods: longer term, more structured PDSA-based projects.
Metrics: will continue, helps to identify areas for support and improvement.
Project cycle: estimated project time ~3 months.
Staff rotation: new teams will be identified when new projects start.
Q Q
Clinic Action Team
Team Composition: staff not on QI team.
Support: Steve and Paul to coordinate and supervise Action team.
Action Topics: master list of action items generated by managers, from clinic management meeting and staff suggestions.
Methods: task driven, improvement implementation.
Metrics: Actions will be assigned, and signed-off at completion.
Action Cycle: Some tasks may be small individual tasks, some may be a small group and take a few weeks.
Staff rotation: new teams will be identified when new projects start.
A A
We want YOU At last QI team meetings staff were asked to sign-up for QI
or Action team.
Teams will continue to be cross-functional – PBAs, Nursing staff, Support staff, MDs.
If you did not sign up, please let Kim or Annie know your preference.
New teams will begin on 1st Thursday in January, 1/7.
You will be notified before then of your team and meeting place.
Team participation (QI or Action) will be included as part of staff evaluations.
We want your ideas too Suggestions box and forms in staff break room
Suggestion or Idea: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Proposed Solution: (not required)
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Submitted by: (optional)____________________
Suggestions email [email protected]
Questions? Comments?
This new system is live starting today!
You will not be able to use the site until you create a secure login and answer challenge response questions
New Clinic Support Web Site: Why?
Security and privacy
Tracking and reporting is a requirement for NCQA PCMH Level 3
The practice uses a system to track referrals designated as critical until the
specialist or consultant report returns to the practice.
The practice uses a system that includes the following information for its referrals:
1. Origination
2. Clinical details (may include but not limited to) Reason for the consultation
Pertinent clinical findings
Support person
Functional status
Family history
Social history
Plan of care
Health care providers
3. Tracking status Receipt of consultant’s report
4. Administrative details Insurance information, including whether the referral requires health plan approval
New Clinic Support Web Site: Home Page http://domis.med.unc.edu/csw/
• Links will be embedded throughout and new ones will developed
Creating User Accounts
To create a new user account for access to the Clinic Support Website, simply click on the “CREATE NEW ACCOUNT” link.
New Clinic Support Website: Create Account http://domis.med.unc.edu/csw/
New Clinic Support Website: Logout is key
Logging out of the website is important.
There are 2 ways to log out….
New Clinic Support Website: Security
Email notices for requests will no longer contain and
specific request information. A message notifies the provider and the appropriate staff.
This notice contains a coded link that will refer you to the proper page to retrieve,
view and print the request.
Login is required to view the request.
A new PULMONARY FUNCTION request has been created; please copy/paste the following URL into your browser and login to retrieve the pdf file for this request.HUhttp://domis.med.unc.edu/csw/index.cfm?requesti
d=12345678901234&requesttype=PULMONARY
FUNCTIONUH
New Clinic Support Website: Summary
What has changed? The old site is gone, new links
are established
Acceptable security is in place
Requirements for reporting have been established
Users must create logins
Login is required to: Make a request
Review a request
Print a request
Logout should become habit
A training manual exists
What remains the same? Ease of use
Types of requests that can be made
Provider order entry screens
What needs to be done now? Identify reporting needs
Establish reports
Assessment of Camera Activity: Business Model
We want a model that:
• Supports Care Assistant effort
• Is a more convenient and satisfying process for patients
• Provides access for patients who otherwise may not be screened
• Helps us meet NCQA standards
We need to develop reporting that is automated and address our ‘wish list’
Assessment of Camera Activity: Volume
We are below our desired volume to meet our goals:• Need 25 vs. 15 per week
Interesting note:• We are approximately 50% of Ophthalmology's retinal photo interpretation
• Unknown impact on Ophthalmology’s access and appointment use.
Retinal Camera Process: Patient Assessment
When compared to traditional retinal screening by dilation, screening by retinal photo:
Reduces patient and companion time requirements and recovery time
Median of 16 vs. 155 minutes
Appears to be more comfortable and fewer side effects
Blurry vision and headache are common otherwise
Results in improved patient satisfaction
May need further evaluation into patients confidence in the photo vs. ophthalmologist
Retinal Camera Process: Process Assessment
0
10
20
30
40
50
Missed (promptnot addressed)
Camera today(successful)
Camera at f/u UNC Eye (recent,upcoming or
referral)
Other (outsideeye, pt refusal, etc)
October
November
Camera Prompt Results
% o
f T
ota
l C
am
era
Pro
mp
ts
Retinal Camera Process: Next Steps
Refine the process and define responsibility Current visit planner prompts:
• Revisit the message― Get regular dilated exams (diabetes specific)
― Getting photos in clinic is our preferred method
• Focus on scheduling
In the patient’s record:Click on create notes tab at the top of the screen. Click phone message from the choices in the box.
Efficiently respond to patient phone calls
Reduce variation in individual physician practices
Document in medical record
For quality measuring,carbon copy all messages to Scott Daniels CC yourself so that you can reference as needed CC’d messages are found under correspondence tab
Once a person has been selected, this screen comes up.Type the message under the details box. Click send when finished.
The doctor needs to be paged as well as sending a WebCIS phone message. To page the doctor from WebCIS, click on the reference link found in the left blue column.
You can also page the doctor from the webxchange hospital directory shortcut found on your computer desktop.
If you are not sure how to spell the last name. You can type a couple of letters and search that way.You will get a list of names to pick from.
Type in your message asking the doctor to check WebCIS for a phone message along with the pts last name and MR #.Make sure you put your name & phone number on the page as well.Be careful not to hit enter after each sentence. Otherwise your message will be sent prematurely.
Providers… When you take care of a message, send it back to the
person who sent it and they will finalize to WebCIS to close the loop.
Use out of office for WebCIS phone messages
Call hospital operator 6-4131 to make pager unavailable
Set email out of office
Set out of office on email
Set Out of office for phone messages
Call Hospital Operator and Make Pager Unavailable
H1N1 vaccine UNC Health Care now has substantial supplies of H1N1 vaccine. As per new NC State guidance, H1N1 vaccine can now be offered
to all persons (unless contraindicated). The UNC Hospitals Drug Information Service (966-2373) is
available to assist with answering questions about the vaccines. Additional information on the specific vaccines has been
published in the CDC journal, Morbidity and Mortality Weekly Report: http://www.cdc.gov/mmwr/preview/mmwrhtml/mm5839a3.htm
UNC Hospitals has been able to obtain additional supplies of seasonal influenza vaccine. This too can be obtained from the UNC Hospitals Pharmacy Department.