Improving Outcomes with Best Communication. Katrina Miller, MD

Transcription

1 Improving Outcomes with Best Communication Katrina Miller, MD

2 Katrina Miller, MD CIS Medical Director, Adventist Health Katrina Miller, M.D. is a Family Physician who currently serves as Clinical Informa<on Systems Medical Director for Adven<st Health, West. In this posi<on she has facilitated crea<on of more than 600 Order sets, mul<ple EMR- based Lean workflows and educa<on and communica<on processes focused on provider user experience. She trained in Quality Management through ACPE, and has chaired mul<ple inpa<ent and ambulatory quality and peer review commiqees. She is Diplomate of the American Board of Family Medicine and Assistant Professor through USC s Keck School of Medicine, having served as faculty in Residency programs, Medical and Physician Assistant Schools. She is Fellow of the Na<onal Ins<tute for Program Director s Development (NIPDD) and Pre- Doctoral Director s Ins<tute (PDDI). Her BA is from Reed College in Portland, OR, MD from EVMS in Norfolk, Virginia and residency was at UCLA- Westwood. In 2011 Dr. Miller was honored to receive the Glendale, CA Women in Business Award for Science and Technology. 2

3 Not- for- profit, Faith- based system 19 Hospitals and nearly 200 ambulatory loca>ons in 4 states CA, OR, WA, HI Over 5000 physicians EMR: Cerner HIPAA compliant tex>ng: TigerText 3

4 AH West Territory 4

5 Communica>on Exchange of informa>on A technique for expressing ideas effec*vely (as in speech) A process by which informa>on is exchanged between individuals through a common system of symbols, signs, or behavior <the func>on of pheromones in insect communica<on> the technology of the transmission of informa>on (as by print or telecommunica>on) What is communica<on without understanding? 5

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7 The Confusion of Tongues Behold, the people is one, and they have all one language and now nothing will be restrained from them, which they have imagined to do. 7

8 መልካም ቀን ይሁንልህ 8

9 !দ নট '(ভ হওক 9

10 ਤ"ਹ ਡ ਦਨ ਚ*ਗ ਲ*ਘ. 10

11 መልካም ቀን!দ নট '(ভ হওক ይሁንልህ Νάσαι καλά 11

12 Szép napot! 12

13 Schönen Tag noch 13

14 Bonne journée 14

15 Que pase un buen día 15

16 "#$%#&'()* መልካም J ቀን!দ নট +,'- '(ভ হওক ይሁንልህ./-)$0'(1 Bonne journée Νάσαι καλά 16

17 Communica>on Communicare To Share 17

18 IT ALL STARTS IN NATURE. 18

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36 Geang Mobile. 36

37 COMMUNICATION MCOMTUICNANIO BREAKDOWN ABENKDORW 37

38 A rare example of early Ægyptüsian porn. The hieroglyphs roughly translate as Feel my buq, human woman! hqp://uncyclopedia.wikia.com/wiki/egypt 38

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44 IMPROVING OUTCOMES WITH INNOVATIONS 44

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46 Stephen Covey 46

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51 Improved Acute Care Outcomes with structured communica>on Decreased >me to treatment Increased nurse sa>sfac>on with communica>on Higher rates of resolu>on of pa>ent issues hqp:// 51

52 Communica>on the AH way Emergent Unplanned Down>mes Severe System Errors Natural Disaster Earthquake, Flood, Fire, help needed, etc. Urgent Daily Planned Down>mes in hours/day before down>me Regulatory Based Update CMS Rules, FDA, TJC Updates for developing process change Weekly Quick Tips Mee>ng agendas CCT, PAG, AAC, etc Significant Organiza>onal Structure Changes Monthly/Quarterly CMIO Newslemer Updates to Content Order sets, Documents, Views etc Mee>ng agendas PELC, Hospitalist, etc New Organiza>onal opportuni>es (Newly created posi>ons, New Commimee formed seeking par>cipants) Annual Mee>ng announcements PLS, CCT Annual Schedule Other Module training Go Lives 52

53 Geang Mobile. 53

54 Improved Outcomes using mobile messaging 54

55 "If you don't provide a communica<ons system, they will find one, and they're going to use it, regardless," said Sally Reeves, healthcare project director at Frisbie Memorial Hospital in Rochester, N.H. Secure tex>ng systems can mi>gate many, if not all, of the logis>cal and compliance problems that tradi>onal phone communica>ons and default smartphone SMS tex>ng pose to healthcare organiza>ons. 55

56 The Five Rights of Clinical Decision Support 1. The right informa>on 2. To the right person: Consider all members of the care team, including clinicians, pa>ents, and their caretakers. 3. In the right format 4. Through the right channel 5. At the right >me in the pa>ent workflow 56

57 Geang Mobile. 57

58 Systema>c Review, 2012 Clinical Decision Support Systems improved process measures Evidence for improvement of outcomes minimal Clinical Economic Workload Posi>ve results across diverse serngs and systems Bright et al. Ann Int Med 2012: 157;

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63 Have a "#$%#&'()* መልካም ቀን!দ নট +,'- '(ভ হওক ይሁንልህ./-)$0'(1 Bonne journée Νάσαι καλά good day 63