1 actively engaging physicians in the planetree philosophy robert devermann, m.d. aurora system...

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Actively Engaging Physicians in the Planetree Philosophy

Robert Devermann, M.D.Aurora System Planetree Physician Champion

Cindy Pfaff, Director, Employee & Organizational Development

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Objectives-

• Learn of various strategies used by Aurora Health Care to engage physicians in Planetree.

• Learn how to develop a successful Physician Advisory Council composed of Physician Planetree advocates.

• Review our charter for Physician Advisory Council.

• Learn additional strategies for engaging physicians as developed by this Physician Advisory.

• Query a panel of Aurora Planetree Physician Champions.

Participants will:

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About Aurora Health Care

• 13 Hospitals (building 2)• 100+ Clinic locations• 10 Dialysis Centers• 10 Vision Centers• 140 Retail Pharmacies• 13 Quick Cares• Home Care/Hospice

• 1200 employed physicians• 3,385 physicians on staff• 141 Residents & Fellows• 4620 RNs• 28,000 + care givers

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Aurora’s #1 Priority

Our patients deserve the best care. When we achieve top performance in our clinical quality, patient satisfaction and caregiver engagement, patients receive a better care experience than they can get anywhere else. 

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2001 Opened first hospital

2003 - 2006 Begin conversion of clinics Opened 2 & transformed 6 hospitals

2007 Complete implementation of journey throughout system

Clinics Hospitals Pharmacies VNA Business Units System Departments

Aurora’s Planetree History

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Aurora Health Careis committed to creating an ubiquitous culture of patient centered care.

So – here is how we started

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The beginning . . .

• Physician CME

• Identified Physician Champions at all

sites – clinics, hospitals, & home health

• Created physician web-site

• Create an 5 part educational module

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Establishing Planetree Physician Advisory Council

• Sought Physician Champions Support

• Modified name from Champions to Advisors

• Developed a Charter

• Agreed to Meeting Frequency– Phone conference every other month– Face to face meetings once or twice/year

Planetree Physician Advisory Council

January 2008, revised 1/23/08

Council Structure: Council Leader: Dr. Robert Devermann Members:

North: Dr. Susan Moore Dr. Paul Summerside Dr. Scott Voskuil Lori Pollard

Central: Dr. Robert Devermann Dr. Andrea Gavin Dr. Kevin Green Dr. Julie Henry Dr. Robert Holly Dr. Pamela House Cindy Pfaff

Kettle Moraine: Dr. Michael Marshall Kari Schmidt

Metro: Dr. Scott Hardin Dr. Fred DeBoe Dr. Anthony Meyer Dr. Jeffrey Jordan Dr. Kayt Havens Dr. Marv Kolb Dr. Dan Miota Dr. Raj Nijhawan Dr. John Whitcomb Kari Schmidt

South: Dr. Bob Wolter Dr. Joon Park Dr. Katarzyna Zaremba Shelley Smith

System: Dr. Bruce Van Cleave Wendy Peche, James Katz Linda Dirksmeyer Facilitator: Cindy Pfaff

Purpose: To share experiences and stories Act as mentors to new physicians Provide support & guidance to each

other Role model patient-centered behaviors

for physician partners and employees Act as a resource to employees as they

implement initiatives at site in areas of clinical implications of the initiative.

Previous work to be referenced: Education created:

o CME o 5 part series education modules

Institute of Medicine – “Crossing the Quality Chasm”, 2001.

o Patient Centered Care is one of six domains of clinical quality

Putting Patients First, Susan Frampton

Deliverables: For new physicians:

o Patient-centered philosophy introduction on hire

o Patient-centered philosophy at annual orientation

Identify strategies to engage physicians in the patient-centered philosophy

Identify physician actions that enhance the patient-centered experience.

Target/objectives: Create a Planetree physician

introduction for all new physicians on hire.

Create a Planetree physician orientation for annual new physician orientation.

Help physicians understand and develop an active role in patient centered care.

Improve Quality of Care through patient centered care initiatives

Increase physician patient satisfaction score for question – “Likelihood to Recommend”

Increase physician Pulse score for “I believe that successfully implementing the Planetree model. . .”

Linkages to other resources: Planetree Organizational Developmental

Directors Planetree National Organization Picker Institute

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Council Purpose

• Share experiences and stories.

• Act as mentors to new physicians.

• Provide support & guidance to each other.

• Role model patient-centered behaviors.

• Act as a resource to employees.

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Deliverables• For new physicians

– Patient-centered philosophy orientation at time of hire

– Patient-centered philosophy at annual new physician orientation

• Identify strategies to engage physicians in the patient-centered philosophy

• Identify physician actions that enhance the patient-centered experience

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Target/Objectives

• Help other physicians to understand & develop an active role in patient centered care.

• Improve Quality of Care through patient centered care initiatives

• Increase physician patient satisfaction score for question – “Likelihood to Recommend”

• Increase physician Pulse score for “I believe that successfully implementing the Planetree model. . .”

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Highlights of Council’s Agenda

• Develop charter• Develop Physician Advisor Role Description • Shared advisor’s best practices at individual

sites• 5-part physician education video modules• Enhancing patient education on web site• Open medical record pilot• Update on Patient-Centered Medical Home• Physician Wellness Activities Committee

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Council’s Workshop Agenda

• Update on recent activities

• Patient-Centered Care – It’s role in AMG by Dr Bailet, MD, President, AMG

• Work Out Sessions

• Physician – Patient Relationships by Dr Mike Marshall, VP of Medical Operations

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Work Out Session

1. Identify strategies to engage physicians in the patient-center philosophy.

2. Identify strategies to train physicians on ideal behaviors and activities that enhance the patient-centered experience. 

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Strategies to engage physicians

• Use evidence-based articles.

• Enhance & encourage the use of the Planetree website resource.

• Implement “Adopt a Doc” program.

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• Build features of patient-centered care into our re-credentialing process at the hospital.

• Conduct studies to show that patient-centered care results in better outcomes.

• Demonstrate, through story telling, that we have opportunities to improve patient-centered care.

Strategies to engage physicians

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Strategies to engage physicians

• Suggest that physicians see the movie, or clips of, “The Doctor”.

• Physician Planetree Advisors need to role model.

• Find ways to allow patients to be more active participants in their care.

• Patient-centered care should not take more time.

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Strategies to Train Physicians

• How to give patients options, when possible, & getting the patient buy-in to the treatment plan.

• How to do more shared decision making between the physician and the patient.

• Provide a few key specific behavior skill sets for patient interactions.

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Strategies to Train Physicians

• If you can’t be empathetic, be polite and courteous

• Teach physicians to ask their patients for feedback.

• Videotape physicians with patients and provide feedback to them on ways they can improve.

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Strategies to Train Physicians

• Look at satisfaction data & identify high performers.

• Be aware of patients’, staff, & physician partners’ generational differences.

• System Physician leadership development program.

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Strategies to Train Physicians

• Develop a standard whereby physicians routinely schedule a meeting with the patient, nurse, and family members within the first 24 hours of admission to review the care plan for the patient.

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Advisory Council’s Next Steps

• Physician Orientation – develop a toolkit of 3-5 concepts

• Adopt – A – Doc Program

• Implement 5 Quick Wins

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Quick Wins

I• Encourage physicians to welcome family

members or friends to join conversations about their care if desired by the patient.

• Physician provides patients with written key points of their visit.

• Provide paper at the front desk for patients to make a list of questions or to take notes.

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Quick Wins

• Increase the utilization of patient educational material provided by physicians

• Physician should communicate with their hospital patients when they expect to make rounds, and when they are available for questions.

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Key to Our Success

Find Physicians who are passionate

Find Passionate Physician Leaders(who are both)

Find Physicians who are leaders

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Physician Panel

• Robert Devermann, MD– Vice President, Medical Operations

– Family Physician

• Andrea Gavin, MD– President of Aurora Sheboygan Clinic

– President of Wisconsin Chapter of AAFP

– Family Physician

• Jeffrey Jordan, MD– Program Director, Aurora Health Care Internal Medicine Residency

Program

– Internal Medicine Physician

• Michael Post, MD– Member of Marinette Clinic Management Committee, Planetree

Steering Committee

– Internal Medicine Physician

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Contact Information

Robert Devermann, MDSystem Planetree Physician Champion

Vice President, Medical Operations

robert.devermann@Aurora.org

Cindy Pfaff, DirectorEmployee & Organizational Development

cindy.pfaff@Aurora.org