Methods of Communication Improvement Women s Health Center of Oregon. May 5, 2011

Transcription

1 Methods of Communication Improvement Women s Health Center of Oregon May 5, 2011

2 + Women s Health Center of Oregon Methods of Communication Improvement May 5, 2011

3 + Team Physician Sponsor Arthur Cooper, M.D. Brandi Alicia Scott Karyn Liz Pam Steph Tina Karen Alissa

4 + Team Challenges Taking OFF our hats

5 + Parent AIM Improve communication systems in order to improve transitions of care and enhance patient experience by May 2011 Provider to provider Provider to staff Provider to patient Organization to patient

6 + The Test Run One decision/change in the office was tested for effectiveness PDSA #1 Morning Huddles What was the decision according to each EMR committee member? What was the decision according to the minutes? PDSA #2 Partners on EMR committee survey Committee that made decision Did the committee have the authority to make this decision? PDSA #3 Partners of WHCOO survey Authority to make change in our office (committee charters) Was it implemented?

7 + Meeting minute template Agenda item Requested action Decision Responsible party AIM Situation Suggestion for change Necessary action Follow up Due date Person or group

8 + Decision System Outline General Statement (AIM) Specific Components What Why (Decision Criteria) When Who Implementation Requirements Board Approval? Committee Approval? Stakeholders? Factors to consider Training needs Who and By Whom What When How Success Measures Decision Training Implement and Eval

9 + Test of Change Communication from Provider to Front Staff and Women s Health Center of Oregon to Lab Draw Station Lab order process ordering labs electronically EMR committee approved motion using meeting minute template EMR committee submitted to board using decision system outline EMR committee then implemented based on boards decision Trained staff in a group setting Surveyed on knowledge and understanding immediately following training Had individual training for those that needed it Surveyed again 3 weeks later re-training as needed

10 + Continued Improvements EMMI PDSA-Patient Engagement as a Quality Improvement Strategy Improve Organization to Patient Communication through the use of EMMI Online Education Program Survey results used as a tool to determine if patients find EMMI useful To get buy in from providers in order to have providers better communicate EMMI to our patients

11 + EMMI Use of EMMI by Surgical patients Use of EMMI by OB patients prior to Delivery patients Patients Given opportunity Started program Finish Program Given opportunity Started program Finish Program *New Procedure developed within the organization based on survey results, in order to improve our OB patients use of EMMI. *Plan to reevaluate patient surveys in Late June to confirm improvement

12 Billing Dept. to Provider Communication + How useful are 10 min. coding mtgs on a scale of 1-5 (1 not useful/5 very useful) # of people How useful WOULD a 1 on 1 mtg with coder regarding E&M be on a scale of 1-5 (1 not useful/5 very useful) # of people

13 + Provider to Pod Nurse Communication PDSA AIM Improve communication between providers and pod nurses In order to utilize the pod nurses more efficiently. PDSA # 1 Sit down with Pod Nurses to discuss problem areas and possible work flow changes PDSA # 2 Survey Providers and Pod Nurse to get perspective from both on utilization of the Pod Nurse by the Provider

14 + Summary What we have learned Communication patterns with in the organization need improvement Development of communication tools including meeting minute template and decision outline have allowed for improved communication Committee charters outlining decision making authority is necessary for clear communication with in the organization Continued plans for improvement Continue use of Meeting minute template and Decision outline in order to maintain effective decision making and implementation process Continue on the path of improving communication with in the office and from the office to outside parties (patients, referring providers, labs, etc )