Enhancing the Patient s Experience of Care

Enhancing the Patient s Experience of Care Programs and Course Offerings 2010/2011

Table of Contents Programs at a Glance... 3 Programs & Courses for Clinicians... 4 Programs & Courses for Practice Managers... 9 Partner s Professional Development Series... 14 Faculty and Guest Lecturers Profiles... 15 Performance Improvement Resources and Consulting Services... 17 The John D. Stoeckle Center for Primary Care Innovation... 18 Quality and Performance Management Team... 18 Partners Community Healthcare, Inc.... 19 Massachusetts Health Quality Partners (MHQP)... 20

Programs at a Glance www.massgeneral.org/stoecklecenter/pec/course_catalog Program/Course Name Faculty Intended Audience Health Literacy and Patient Education in Primary Care(Webinar) Linking Employee Engagement and Patient Satisfaction (Webinar) Managing Error in Primary Care MA Training Information (Webinar) Creating MA Training Program How to Get Started Patient Gateway: Opening Communication Between Providers and Patients (Webinar) Primary Care Operations Improvement (PCOI): Uses and Access (Webinar) Taryn Pittman MSN, RN, BC The Blum Patient and Family Learning Center, MGH Rebecca Blair, MS, MTS, SPHR Faulkner Hospital Jessica Bradley, MPH, CRICO/RMF Deborah LaValley, BSN, RN, CRICO/RMF Beverly Loudin, MD, MPH, North Shore Physicians Group Lisa Susser, Practice Improvement Division, MGH/MGPO Jonathan Wald, MD, MPH, FACMI Clinical Informatics, Partners HealthCare Celeste Robb Nicholson, MD, MPH, Internal Medicine Associates, MGH Clinicians, Managers Managers Clinicians, Managers Managers, Administrators Clinicians, Managers Clinicians, Managers Susan Cohen, Information Systems, PCHI Understanding and Treating Obesity (Webinar) Lee Kaplan, MD, Ph.D, Weight Center, MGH Clinicians, Managers Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 3

Programs & Courses for Clinicians Health Literacy and Patient Education in Primary Care... 4 Patient Gateway: Opening Communication Between Providers and Patients... 5 Primary Care Operations Improvement (PCOI): Uses and Access...6 Quality Interactions: A Patient Based Approach to Cross Cultural Care... 7 Understanding and Treating Obesity: An Information Session... 8 Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 4

Health Literacy and Patient Education in Primary Care Improving Communication with Your Patients This webinar will provide an overview of health literacy, and how improved patient education and communication can impact patient health outcomes. Content will include a summary of health literacy data and research, what you can do in your Primary Care environment to address the issue, and how you can integrate patient teaching into a short office visit. Additionally, clinicians will learn how to engage patients in their care and what resources are available to support education efforts. Objectives In this session participants will learn about: The value and benefits of educating patients Simple language and appropriate jargon to use when educating patients. Resources including: Ask Me3, Teach Back, local libraries and centers and the top 5 Health Literacy websites. Medium Faculty Intended Audience Webinar Taryn Pittman MSN, RN, Patient Education Specialist and Manager of The Blum Patient and Family Learning Center, MGH Clinicians Dates October 14, 2010 Time Size Location 12:15pm 1:00pm 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Pending Registration https://stoecklecenter.wufoo.com/forms/health literacy/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 5

Patient Gateway: Opening Communication Between Providers and Patients This course is designed for those clinicians interested in learning more about Patient Gateway uses, applications and access. Patient Gateway is a patient portal available to practices that currently have or plan to implement LMR. Objectives In this session, participants will: Learn about Patient Gateway and its capabilities. Learn about the benefits of using Patient Gateway to the patient and the provider. Hear from clinicians who currently use Patient Gateway. Learn how to gain access to Patient Gateway. Medium Faculty Intended Audience Webinar Jonathan Wald, MD, MPH, FACMI, Associate Director, Clinical Informatics, Partners HealthCare Clinicians and practice leaders Dates December 9, 2010 Time Size Location 7:15am 8:00am 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Pending Registration Additional Information https://stoecklecenter.wufoo.com/forms/patient gateway/ You must currently have or plan to implement LMR in order to install Patient Gateway. Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 6

Primary Care Operations Improvement (PCOI): Uses and Access The purpose of this webinar is to provide clinicians with a greater understanding of the PCOI website, the benefits of using it and how it can be used effectively to improve the experience of care for the patient while enhancing physician/patient communication and quality of work life for our primary care clinicians. Objectives In this session participants will: Take a tour through the PCOI website in order to understand key components. Learn how PCOI can save time in a busy practice. Learn how PCOI adds value to their practice and relationship with their patients. Learn how to gain access to PCOI through PCHInet. Medium Faculty Intended Audience Webinar Celeste Robb Nicholson, MD, MPH, Medical Director, PCOI Website, Internal Medicine Associates, MGH Susan Cohen, Manager, Information Systems, PCHI Clinicians and practice leaders Date November 17, 2010 Time Size Location 7:15am 8:00am 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Pending Registration https://stoecklecenter.wufoo.com/forms/primary care operationsimprovement pcoi/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 7

Understanding and Treating Obesity: An Information Session This webinar is designed to coach clinicians who are treating patients with obesity focusing on the following areas: Treating disparities and stigma Approaching the patient with obesity; sensitivity conversation and resources (addressing the issue, responding to patients, optimistic messages). Distinction between lifestyle changes to improve health (and decrease risk) and their ability to treat obesity (i.e., induce substantial and durable weight loss). Healthy lifestyle, wellness and weight loss. Obesity options, resources, when to recommend the weight centers, bariatric surgery, and other specialty referrals. Tools, resources, facts, handouts. Medium Faculty Intended Audience Webinar Lee M. Kaplan, MD, Ph.D, Director, MGH Weight Center, Associate Professor of Medicine, Harvard Medical School Clinicians Date September 14, 2010 Time Size Location 7:15am 8:00am 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Pending Registration https://stoecklecenter.wufoo.com/forms/understanding and treatingobesity/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 8

Programs & Courses for Practice Managers Linking Employee Engagement and Patient Satisfaction... 10 Medical Assistant Training Information Session... 11 Patient Gateway: Opening Communication Between Providers and Patients... 12 Primary Care Operations Improvement (PCOI): Uses and Access... 13 Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 9

Linking Employee Engagement and Patient Satisfaction Employees are key to improving the quality of the patient s experience. Engaged employees vs. Satisfied employees are essential. The degree of employee engagement is related to the level of leadership credibility. One metric for assessing employee engagement is using an appropriate employee survey tool. This webinar will share best practice examples of how to do this and will demonstrate examples of positive outcomes. Medium Webinar Faculty Intended Audience Dates October 7, 2010 Rebecca Blair, MS, MTS, SPHR, VP Human Resources, Faulkner Hospital Practice Managers and Administrators Time Size Location 12:15pm 1:00pm 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Registration https://stoecklecenter.wufoo.com/forms/employee engagement/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 10

Medical Assistant Training Information Session In this session, participants will hear from Beverly Loudin, MD, MPH, Director, Patient Safety & Quality at North Shore Physicians Group, a large multi specialty group serving North Shore Medical Center patients and Lisa Susser, Training and Communications Specialist, MGH/MGPO Practice Improvement Division. Both presenters have been instrumental in the design and delivery of Medical Assistant Training Programs and will discuss the highlights of their programs. These programs are designed to ensure a given level of clinical competency across their systems, to provide job enrichment for Medical Assistants and to meet the needs of the evolving model of care in physician offices. Medium Faculty Intended Audience Webinar Beverly Loudin, MD, MPH, Director, Patient Safety & Quality, North Shore Physicians Group Lisa Susser, Training & Communications Specialist, MGH/MGPO Practice Improvement Division Practice Managers, Administrators and Clinical Supervisors Date November 3, 2010 Time Location Size 12:15pm 1:00pm Online (A call in number will be provided at time of registration.) 25 participants Cost $0 Registration https://stoecklecenter.wufoo.com/forms/medical assistant training/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 11

Patient Gateway: Opening Communication Between Providers and Patients This course is designed for those clinicians interested in learning more about Patient Gateway uses, applications and access. Patient Gateway is a patient portal available to practices that currently have or plan to implement LMR. Objectives In this session, participants will: Learn about Patient Gateway and its capabilities. Learn about the benefits for using Patient Gateway to the patient and the provider. Hear from clinicians who currently use Patient Gateway. Learn how to gain access to Patient Gateway. Medium Faculty Intended Audience Webinar Jonathan Wald, MD, MPH, FACMI, Associate Director, Clinical Informatics, Partners HealthCare Clinicians and practice leaders Dates December 9, 2010 Time Size Location 7:15am 8:00am 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Pending Registration Additional Information https://stoecklecenter.wufoo.com/forms/patient gateway/ You must currently have or plan to implement LMR in order to install Patient Gateway. Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 12

Primary Care Operations Improvement (PCOI): Uses and Access The purpose of this webinar is to provide clinicians with a greater understanding of the PCOI website, the benefits of using it and how it can be used effectively to improve the experience of care for the patient while enhancing physician/patient communication and quality of work life for our primary care clinicians. Objectives In this session participants will: Take a tour through the PCOI website in order to understand key components. Learn how PCOI can save time in a busy practice. Learn how PCOI adds value to their practice and relationship with their patients. Learn how to gain access to PCOI through PCHInet. Medium Faculty Intended Audience Webinar Celeste Robb Nicholson, MD, MPH, Medical Director, PCOI Website, Internal Medicine Associates, MGH Susan Cohen, Manager, Information Systems, PCHI Clinicians and practice leaders Date November 17, 2010 Time Size Location 7:15am 8:00am 25 participants Online (A call in number will be provided at time of registration.) Cost $0 Credits Registration Pending ttps://stoecklecenter.wufoo.com/forms/primary care operationsimprovement pcoi/ Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 13

Partner s Professional Development Series Partners HealthCare offers a wide range of training programs to all Partners employees. Courses are designed to support your developmental and professional goals and to enhance your skills and talents. Classes are divided into three categories: Manage yourself Manage your work Manage others Courses are offered every Fall and Spring at Mass General Hospital and Brigham and Women s Hospital. To learn more about these programs, visit http://is.partners.org/hr/training/pds/index.html Enrollment information and directions to the training sites can be found at: http://is.partners.org/hr/training/pds/phs/index.html Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 14

Faculty and Guest Lecturers Profiles Taryn Bailey Taryn Bailey MSN, RN, BC has been the Patient Education Specialist and Manager of the Blum Patient and Family Learning Center at the Massachusetts General Hospital for 12 years. She designs, coordinates and implements patient education materials and programs throughout the institution. She is a recognized expert in health literacy, providing consultation in the writing and development of patient education materials and speaks on the issue at the local and national level. Rebecca Blair Rebecca Blair, MS, MTS, SPHR is Vice President, Service Excellence, Human Resources and Organizational Development at Faulkner Hospital. Ms. Blair has 28 years of healthcare experience. She is responsible for fostering a culture of employee engagement and improving the quality of the patient experience. She is certified as a Master Facilitator and is an Adjunct Faculty member at Suffolk University. Her educational expertise is in the area of process improvement, teamwork and leadership development. Beverly Loudin Beverly Loudin, MD, MPH, Director, Patient Safety & Quality, North Shore Physicians Group attended Boston University School of Medicine and completed her residency in ob/gyn at the Tufts New England Medical Center in 1988. She practiced general ob/gyn until 2000; thereafter she held teaching positions at MGH and BWH where she was involved in resident teaching until November 2007. She worked as a medical director at Tufts Health Plan from 1998 2005; initially she was the Associate Medical Director of Women s Health and then the Medical Director of Women s Health. She received her Masters in Public Health in Health Policy and Administration from the Harvard School of Public Health in June 2007. She began working at North Shore Physicians Group in November 2007 as the Physician Director of Patient Safety and Quality. Celeste Robb Nicholson Celeste Robb Nicholson, MD, MPH (Lessie) is a Physician at MGH and an Associate Professor at Harvard Medical School. She is a practicing internist at MGH in Internal Medicine Associates, the Medical Director of the PCOI web site, the Associate Chief of the General Medical Unit, and the Editor in Chief of the Harvard Women s Health Watch, a monthly health newsletter for women that circulates nationally and internationally. Lessie has also been involved in teaching at MGH and Harvard, currently serving as a Senior Mentor in the Principle Clinical Experience and in past as Senior Fellow for Patient Doctor III and as Director of the Primary Care training program. Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 15

Lisa Susser Lisa Susser, Training and Communications Specialist, of the MGH/MGPO Practice Improvement Division, has overseen the MGH Medical Assistant program since its inception in 2007. Lisa's work centers on helping ambulatory practice staff develop the necessary skills to impact the patient experience at Massachusetts General Hospital. She has over 15 years of program management experience, with a focus on integrating technology and adult learning approaches in large organizations as they address culture change in the areas of business ethics and legal compliance. Jonathan Wald Jonathan Wald, MD, MPH, FACMI, has led the Patient Gateway program at Partners since 2000. Dr. Wald serves as Associate Director of Clinical Informatics at Partners Healthcare, System, where he leads development and conducts research in patient computing. Patient Gateway connects thousands of patients with their physicians in over 70 practices for secure online communication and patient access to their own medical records since 2002. He is an instructor in medicine at Harvard Medical School. Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 16

Performance Improvement Resources and Consulting Services Performance Improvement Resource Link The Performance Improvement Resource Link is a section within the Stoeckle Center website that supplies change leaders with the tools and knowledge they need to improve the patient experience of care in their clinical settings. The Performance Improvement Resource Link is helpful because it Provides specific improvement resources and strategies for each of the seven survey composites. Links to organizations such as the Institute for Healthcare Improvement (IHI) and resources such as the CAHPS Improvement Guide that focus on change management. Allows providers to maximize the capabilities of internal technologies and resources such as the LMR and the smoking cessation programs. Gives access to useful tools for staff and leadership development. Visit: http://www.massgeneral.org/stoecklecenter/performanceimprovementresources Consulting Services Organizations are a treasury of human energy and creativity. Tapping that repository is the key to long term success. Our consulting approach is to partner with clinicians and practices in order to build collaborative workplaces where inspired people produce extraordinary results for themselves, their patients and their practices. We focus our expertise on: Change Management Process Improvement Team Building Reward & Recognition Programs Feedback Systems Partnering with Patients and Families to Redesign Care For consulting support, please contact: Susan Edgman Levitan, PA Executive Director The Stoeckle Center for Primary Care Innovation Massachusetts General Hospital sedgmanlevitan@partners.org 617 724 8824 Paula Ricci, M.Ed Training Specialist, Performance & Quality Management The Stoeckle Center for Primary Care Innovation Massachusetts General Hospital pjricci@partners.org 617 643 5678 Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 17

The John D. Stoeckle Center for Primary Care Innovation The John D. Stoeckle Center for Primary Care Innovation is dedicated to redesigning healthcare at the front lines the primary care clinician patient relationship to provide the best possible care to patients by developing and supporting the people, processes, and systems that define the clinician patient relationship. Clinicians and staff alike must continually look for ways to improve upon their clinical performance and service efforts. The Stoeckle Center s partnership with PCHI ensures that the people at the front line of shaping the patient experience of care have the knowledge, support, tools, and resources they need to positively shape the patient s perception of care. Our partnership with PCHI allows us to pursue our mission to help clinicians and those who work with them: Provide the highest level of clinical excellence Provide an extraordinary experience of care for patients and their families Create an exciting and fulfilling professional life for current and future primary care practitioners It is our shared belief that achieving the stated objectives will revolutionize healthcare one experience of care at a time. Quality and Performance Management Team Susan Edgman Levitan, PA, Executive Director Paula Ricci, M.Ed., Training Specialist pjricci@partners.org, 617 643 5678 Kerry McBride, Course Coordinator kemcbride@partners.org, 617 643 6821 Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 18

Partners Community Healthcare, Inc. Partners Community Healthcare, Inc. (PCHI) was established in 1994, shortly after the creation of Partners HealthCare System. PCHI is affiliated with more than 1,000 internists, pediatricians and family practice physicians and over 3,500 specialists who provide care to more than 1.5 million patients. To develop and support this distributed network of physicians and hospitals, PCHI established a management services organization (MSO) that provides the physicians with medical management services, quality improvement programs, data analysis, contracting, information systems and financial expertise. In all of these endeavors, PCHI is committed to enhancing both the physician patient relationship and physician experience through innovation in medical practice and collaboration among physicians and our renowned medical centers in pursuit of excellence. The PCHI network is organized into Regional Service Organizations (RSOs). In each RSO, the physicians coordinate medical care for their patients, share in financial risk or performance incentives in managed care contracts, and provide representation to PCHI s decision making bodies. The RSOs vary greatly in size and structure, ranging from a small RSO of 14 physicians in group practice to a physician organization with more than 250 primary care physicians working an academic medical center. PCHI Contacts Jennifer, Daley, MD, FACCP Chief Medical Officer, Corporate Administration Partners Healthcare System jdaley@pchi.partners.org 617 278 1010 Michael Bakerman, M.D., MMM, FACPE, FACC Associate Medical Director, Medical Management Partners Community Healthcare Inc. mbakerman@partners.org 781 433 3014 Delanie Durocher Project Manager, Medical Management Partners Community Healthcare Inc. ddurocher@partners.org 781 433 3647 Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 19

Massachusetts Health Quality Partners (MHQP) MHQP was started in 1995 by health care leaders in Massachusetts who recognized that valid, comparable measures help drive quality improvement. MHQP's goal is to provide valid, reliable patient experience data that helps practices succeed by providing high quality care to patients. MHQP member practices include Blue Cross Blue Shield of Massachusetts, Fallon Community Health Plan, Harvard Pilgrim Health Care, Health New England, Tufts Health Plan, Massachusetts Hospital Association, Massachusetts Medical Society, Massachusetts Executive Office of Health and Human Services, MHQP Physician Council, two consumer representatives, CMS Regional Office, and one employer representative. The MHQP Physician Council includes medical directors from 14 large doctor practices, including Baycare Health Partners; Beth Israel Deaconess Physician Practice; Caritas Christi Health Care System; Boston Medical Center; Fallon Clinic; Harvard Vanguard Medical Associates; Health Alliance with Physicians; Lahey Clinic; Mt. Auburn Independent Practice Association; New England Quality Care Alliance; Partners Community Healthcare, Inc., Riverbend Medical Group; South Shore PHO; and UMass Memorial Health Care. Enhancing the Patient s Experience of Care: Programs and Course Offerings 2010/2011 20