medical executive committee institute...2010/06/10 · ms.01.01.01 requires • governing board,...
TRANSCRIPT
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Medical Executive Committee Institute
Essential Training for All Medical Staff Leaders
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Coping with today’s challenges and preparing for tomorrow’s: Healthcare trends impacting physicians and hospitals
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U.S. Healthcare Expenditures % of GDP
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Adherence to Quality
10.5%
22.8%
32.7%
40.7%
45.2%
45.4%
48.6%
53.0%
53.5%
53.9%
57.2%
57.7%
63.9%
64.7%
68.0%
68.5%
73.0%
75.7%
0% 20% 40% 60% 80% 100%
Alcohol Dependence
Hip Fracture
Ulcers
Urinary Tract Infection
Headache
Diabetes Mellitus
Hyperlipidemia
Benign Prostatic Hyperplasia
Asthma
Colorectal Cancer
Orthopedic Conditions
Depression
Congestive Heart Failure
Hypertension
Coronary Artery Disease
Low Back Pain
Prenatal Care
Breast Cancer
Percentage of Recommended Care Received
Quality shortfalls: Getting it right 50% of the time
Adults receive about half of recommended care
54.9% = Overall care 54.9% = Preventive care 53.5% = Acute care56.1% = Chronic care
Source: McGlynn EA, et al., “The Quality of Health Care Delivered to Adults in the United States,” New England Journal of Medicine, Vol. 348, No. 26, June 26, 2003, pp. 2635-2645
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Health AffairsApril 7, 2004
Medicare quality and efficiency by state
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America wants to know …
• What value are we getting for all the money we are spending?
• How can we spend our money better to achieve higher value?
• How can we reduce the cost of healthcare while preserving or increasing value?
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Drivers of healthcare change
• Payers• Technology• Consumer behavior• Public accountability for quality• Provider behavior• Government (healthcare reform)
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Rethinking the Medical Staff
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Which is more important, physician success or hospital success?
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Guiding principle #1
For healthcare to work, we must find a way to achieve physician success, hospital success, and good quality patient care at the same time
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Guiding principle #2
Our most difficult and important healthcare challenges are unsolvable problems
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Guiding principle #3
You can’t solve a problem at the same level of thinking that caused it in the first place.
—Albert Einstein
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Corollary
• Physicians and hospital leaders must find a new and better way to manage the unsolvable problems we face
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Who is responsible for the quality and safety of care at your healthcare organization?
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However, each individual isresponsible for his orher own actions.
Answer:
The board
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What does the board know about the quality of medical care?
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Answer:
Not a lot.
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So, the board assigns responsibility for monitoring and improving the
quality of care to the medical staff and management.
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Board of directors
CEO Medical staff
Board, administration, and medical staff relationships
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Board of directors
CEO MEC
Board, administration, and medical staff relationships
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Governing Board
CEO MEC
Where do department chairs and individual physicians fit on the organizational chart?
Department Chair
Individual Practitioners
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Board
CEO Medical staff
Board, administration, and medical staff relationships
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Guiding principle #4
Physicians are accountable to the hospital and partner with the hospital at the same time
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Board
CEO MEC
MS.01.01.01 revises the hospital organizational chart
Medical Staff
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MS.01.01.01 requires
• Governing board, medical staff, and management collaboration
• Medical staff self-governance and accountability to the board
• Medical Staff CoPs must be in the bylaws, including the “basic steps” of those elements, while “associated details” can be in other documents
• Medical staff may recommend directly to the board
• Conflict resolution process between MEC and the medical staff
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Board of directors
CEO (system performance)
MEC (individual performance)
Board, administration, and medical staff relationships
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The medical staff is assigned responsibility for monitoring and
improving the quality of care, which depends primarily upon the performance
of individuals granted privileges
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The medical staff democratically organizes through a self-governed structure to carry out these tasks.
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Physicians are mutually accountable to each other for the quality of care they provide.
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What is the chief of staff’s role?
The responsibility for the organization and conduct of the medical staff must be assigned only to an individual doctor of medicine or osteopathy or, when permitted by state law of the state in which the hospital is located, a doctor of dental surgery or dental medicine.
CMS CoPs 482.22(b)(3)
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MEC(Governance & Oversight)
Credentials Committee(Credentialing)
Med Staff Quality Committee(Peer Review)
The medical staff’s major functions
Department ChairDepartment Chair
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Roles of the department chair
• Recommend criteria for privileges for all specialties assigned to the department
• Review credentials files and recommend action on all initial appointments and reappointments for practitioners assigned to the department
• Review and recommend action on all requests for privileges from practitioners assigned to the department
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Roles of the department chair
• Participate in peer review (i.e., measurement) consistent with the medical staff’s peer review process
• Oversee and improve (i.e., manage) the quality of care and professional conduct of individuals granted privileges and assigned to that department
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Roles of the department chair• Review and, when appropriate, take action on any reports
referred to the chair from other medical staff and hospital committees
• Perform any relevant activities assigned by MEC or management (e.g., develop new policies, investigate new technology, evaluate a department specific matter, etc.)
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Roles of the department chair
• Represent the interests and needs of the department to other departments and members of the management team
• Orient new members to the department
• Work collaboratively with nursing, management, and medical staff leadership on all matters pertaining to the department and patients cared for by members of the department
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What is management’s role?
• Meet board-approved targets• Ensure adequate staffing and facilities• Provide resources to support the board in fulfilling
its responsibilities• Supply resources to support the medical staff in
fulfilling its responsibilities
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Board of directors
CEO MEC
Where do the VPMA/CMO and medical directors fall on the organization chart?
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Board of directors
CEO MEC
VPMA/CMO
Where do the VPMA/CMO and medical directors fall on the organization chart?
Medical Director
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Sphere ofinfluence
Sphereof control
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The most common CEO question today
The old medical staff model is dead.What’s the new model?
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How did we get here?
• Ernest Codman, MD and the American College of Surgeons (1913)
• Minimum Standards for Hospitals (1919)• Joint Commission on the Accreditation of Hospitals
(1951)• Medicare and the Conditions of Participation
(COPs) (1965)
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The original model:Medical staff as club
• Collegial culture• Democratically organized• Rotating leadership• Focus on who’s in and who’s out• Advocacy for members
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Erosion of the “club”Unraveling the social fabric of the medical staff
• Audits (1970s)
• DRGs (1983)
• EMTALA (1986)
• Stampede to outpatient care (1990’s & 2000’s)• Hospital-physician competition (1990’s & 2000’s)• The splintering of medical staff “self interest”• Gen X and Gen Y physicians aren’t joiners• Withdrawal from the public sphere
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Why the Rapid Erosion and Change?
Models of healthcare:• Pre-industrial• Industrial• Post-industrial
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Pre-Industrial Model:
• Stimulated by the Flexner Report (1910)
• Cottage industry with proprietary crafts people
• Quality defined by the individual crafts person
• The healthcare organization (workshop) and patients derived secondary benefit
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Industrial Model:
• Utilizing the principles of industrial process control to standardize processes, outcomes and costs
• Integrated delivery systems• Managed care to manage costs• Employment and contracted relationships
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Post-Industrial Model (the “new economy”):
• Immediate access to information• Compression of time• Global competition• Chronic disease management and “wellness”• Consumer movement to control their own
healthcare
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Post-Industrial Model (the “new economy”):
• Pro-sumption• Disintermediation• Deconstruction
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Is the old model up to today’s challenges?
• Patient safety• Cost containment• ED call• Performance on public
data• Pay for performance• Physician
accountability
• Physician competency• Physician behavior• Physician-hospital
competition• Physician-hospital
collaboration
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Now what?
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In other words …
• The driver of new medical staff models is the imperative to achieve physician success, hospital success, and good care to our community all at the same time while addressing today’s medical staff challenges
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Candidates for the new model:Self-governance
• Persistent self-governed medical staff with broad membership
• Self-governed medical staff with fewer, more committed physicians
• Self-governed medical staff reporting to CEO as board agent
• Intended practice plan• Invitation only
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Candidates for the new model:Management
• Physician executives and managers• Service line management• Contracts• Physician-nurse dyads
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Candidates for the new model:Economic integration
• Physician employment• Joint ventures• Medical services organization (MSO)• Gain sharing• Service line co-management company• Physician equity• Physician-hospital organization (PHO)• Global pricing• Accountable care organization
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Candidates for the new model:Collaborative leadership and others…
• Physician councils• Physician-hospital compact• Large group practice relationship(s) • Allied health practitioners• Academic medical center• Others?
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Managing unsolvable problems becomes the key to navigating today’s new medical staff models
• Manage loose and manage tight• Hierarchy and partnership• Physician success and hospital success and good
patient care
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Moving from a competent physician to a competent leader
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Traditional attributes
• Clinical respect• Ability to effect change• Overview from “above”• Has the “ear” of senior management• Sets the agenda• Creates the tone/culture
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Traditional pitfalls
• Autocratic rule• Conflict of interest• Quality assurance = “political insurance”• We vs. they• Temporary rotating position• “Après Moi Le Deluge”• Profile Club syndrome
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What if: Instead of:Due process Autocratic ruleAccountability Conflict of interestSteady performance improvement
Quality assurance
Collaboration We vs. theyCommitment Temporary rotating
positionConfront and manage Après MoiParticipatory Profile club
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Challenges
• Lack of knowledge/preparation• Medical education/practice isolation• Orientation toward acuity• Captain of the ship• Aversion to conflict/confrontation• Immersion syndrome
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Development of medical staff leaders (“succession planning”)
• Selection/training• Orientation• Experience• Ongoing education• Mentoring
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Leadership compensation
• Job descriptions, with expectations• Anticipated time commitment• Will someone volunteer to do this job? If not, how
much do we pay?• Who pays?
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Conflict of interest
• Duty: To act in good faith with undivided loyalty, without malice or ill will
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Culture clash (Physicians and management)
• Physicians value autonomy– Managers value teamwork
• Physicians acquire and value technical skills– Managers use skills when necessary
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Culture clash (cont.)
• Physicians respect individual differences– Managers respect systemic uniformity
• Physicians respect individual variation– Managers respect necessary variation and
attempt to reduce unnecessary variation
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Culture clash (cont.)
• Physicians improve the health of individuals– Managers improve the health of a defined
population
• Physicians consider cost a secondary issue– Managers consider cost a primary issue
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Culture clash (cont.)
• Physicians like to solve acute problems– Managers need to manage chronic problems
• Physicians work with individuals– Managers work with systems
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How to Run a Meeting So Physicians Will Come (and thank you!)
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Many long-established committees arelittle more than memorials
to dead problems.
Antony Jay,Corporation Man and
Management and Machiavelli
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Cost of the meeting can be put on the top of the agenda
• For a typical roomful of doctors (nine), plus staff members, the meeting costs about $9,000 per hour …
• Are you getting your money’s worth?
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The old way to run a meeting
• Started late
• Lacked preparation
• Raised controversial topics
• Discussion monopolized by few
• Ceremonial dog and pony shows/ grandstanding/axe grinding
• Profile Club syndrome
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Basic rules
• Plan your agenda
• Set up your room
• Start on time
• Limit nonproductive discussion
• Move the agenda
• Assign items for further development
• End on time
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Plan your agenda
• If you don’t have a good reason for meeting, don’t have the meeting!
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Plan your agenda (cont.)
• Premeeting with assistant, advisors
• Premeeting with key stakeholders
• Create a consent agenda
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Plan your agenda (cont.)
• Put important items first – No need to follow traditional format
• Allot a specific amount of time for each agenda item
• Prepare materials needed for decision-making
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Set up your room
• Arrive at least 10 minutes in advance
• Set up the tables and chairs for the most effective meeting configuration
• Arrange for any appropriate AV equipment:
– Whiteboards
– Flip charts
– LCD projector
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Start on time
• People will always arrive late unless you establish that you start on time every time
• Requires bylaws that define “quorum” as “those present”
• People will be late only the first time
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Establish your leadership
• Table position
• Body language
• Tone of voice
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Limit nonproductive discussion
• Aim of the meeting is to make decisions, not emotional expression, endless processing, or social gathering
• Solicit active input from all participants and limit the vocal minority
• Establish a bias toward action
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Move the agenda
• Stay on task
• Use skillful interruption
• If discussion is not progressing toward a decision, terminate it, and assign one or two interested members to research and bring back recommendation (beer-and-pizza method)
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Consensus vs. majority rule
Question: What do you call a medical staff vote of 99 to one?
Answer: A tie
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Consensus vs. majority rule (cont.)
+3 We must do this
+2 We should do this
+1 I support this
0 I’m neutral
-1 I don’t support this but won’t oppose it
-2 We should not do this
-3 We must not do this
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End on time
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Key role of the chair
“To be a servant of the group rather than its master … to assist the group towards the best decision in the most efficient manner possible: to interpret and clarify, move the discussion forward, and bring it to a resolution that everyone understands and accepts as being the will of the meeting, even if individuals do not necessarily agree … ”
—Antony Jay
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Meetings management
• Task vs. people:
– Leader and facilitator
• Meet only when interpersonal, face-to-face processing of information is necessary to add value and advance goals/culture.
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Conflict Resolution, Negotiation, and Mediation for Medical Staff Leaders
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…And the problem is:
For every complex problem, there is asolution that is simple, direct, and wrong.
—H.L. Mencken
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“The opposite of a deeply held truth is not a lie, but another
deeply held truth.”
—Neils Bohr, physicist
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What are the rules of the game?
• Position-based negotiation
• Power-based negotiation
• Interest-based negotiation
• Principle-based negotiation
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Position-based negotiation
• It’s about fighting for your position:
– Begin by staking out a position
– Incremental “giving up” of positions
– Creates resentment and a sense of “losing something” at every step
• Key strategy: Give up as little as possible
• Goal: Get as much as you can for yourself
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Power-based negotiation
• It’s a game to play
• Every “move” is a gambit
• Key strategy: Gain leverage over the other
• Goal: Win
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Gambits
• Bracketing
• The “flinch”
• Withholding information
• Tricking the other person into disclosures
• “I’ll share this if you’ll share something in return”
• Signaling through changes in position
• “Are we done?”
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Interest-based negotiation
• Moves beyond positions to interests
• Key strategy: “Enlarge the pie”
• Goal: Shared problem solving and mutual understanding
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Interest-based negotiation
• People: Separate people from the problem
• Interests: Focus on interests, not positions
• Options: Generate a variety of possibilities before deciding what to do
• Criteria: Insist that the result be based on some objective standard
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Principle-based negotiation
• Search for shared values
• Used to split differences once the pie is as big as it can be
• Key strategy: Identify, clarify, and optimize shared values
• Goal: Maximize fairness for all parties
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What if you can’t get to “yes”?
• Know your BATNA!– Best alternative to a negotiated agreement
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To be understood …
Seek firstto understand.
—Stephen Coveyand Saint Francis of Assisi
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The source of power and influence
“Never expect anyone to engage in behavior that serves your values until you have given that person adequate reason to do so.”
—Charles Dwyer
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Effective Medical Staff or Obsolete Medical Staff?
How can physicians hold each other accountable?
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The bad-apple theory versus performance improvement
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The Power of the PyramidAchieving great physician performance
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The Power of the PyramidAchieving great physician performance
Appoint excellent physicians
Set, communicate, and achieve buy-in to expectations
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Dimensions of physician performance (ACPE/Greeley)
• Technical quality of care
• Quality of service
• Patient safety/patient rights
• Resource utilization
• Peer and coworker relationships
• Citizenship
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Dimensions of physician performance (ACGME/The Joint Commission)
• Patient care
• Medical/clinical knowledge
• Practice-based learning and improvement
• Interpersonal and communication skills
• Professionalism
• Systems-based practice
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Comparison of the Joint Commission’s General Physician Competencies with the Physician Performance Pyramid dimensions
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Appoint excellent physicians
Set, communicate, and achieve buy-in to expectations
Measure performanceagainst expectations
Provideperiodicfeedback
Manage poor performanceTake corrective action
The Power of the PyramidAchieving great physician performance
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Manage poor performanceTake corrective action
Provide periodic feedback
Set, communicate, and achieve buy-in to expectations
Appoint excellent physicians
Measure performance against expectations
The Power of the PyramidAchieving great physician performance
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Manage poor performanceTake corrective action
Provide periodic feedback
Set, communicate, and achieve buy in to expectations
Appoint excellent physicians
Contract to reinforce expectations
The Power of the PyramidAchieving great physician performance
Measure performance against expectations
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Medical Executive Committee Institute
Essential Training for All Medical Staff Leaders