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Making healthcare remarkable
Communicating with providers through transformational change
Richard Capps, MD, SVP of physician services for Novant Health and CMIO for Novant Health medical group
Novant Health
We are making your healthcare experience
remarkable. We will bring you world-class
clinicians, care and technology – when and
where you need it. We are reinventing the
healthcare experience to be simpler, more
convenient and more affordable, so that you
can focus on getting better and staying
healthy.
Not-for-profit, integrated health system that spans communities in the Carolinas, Virginia and Georgia
500 locations including 15 medical centers
Over 26,000 employees and physician partners
Nationally recognized for quality and safety measures
HIMSS Stage 7 Ambulatory Award
Novant Health Making healthcare remarkable
The challenge
1,900 ambulatory providers
Creating the why
Training
Best practices
Known issues
Overall strategy
Achievements and success
Need to know approach for effective communication
Timely
Complete
Accurate
Applicable
Clear
Overall provider communication strategy
Dedicated internal communication/marketing resource and expert
Created project brand consistent with organizational mission and vision
Consistent messaging
Repeatable model
Multiple communication channels
Pre go-live communication
FPO
Pull versus push strategy
Doctor-to-doctor communication
Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
Pre go-live communication: SharePoint site
Clinic readiness section on SharePoint site
§ Project overview
§ Outline of welcome meeting
§ Training information
§ Technical information
§ BCA information
§ Categorized by phases
Phase One (12 to 16 weeks)
Phase Two (8 weeks)
Phase Three (4 weeks)
Pre go-live communication: SharePoint site
Training section on SharePoint site
§ General information
§ Training materials
§ E-learnings
§ Tip sheets
§ Reference guides
§ Playground materials
Pre go-live communication: SharePoint site
Training section on SharePoint site is segmented by appropriate audiences
§ EHR users
§ Practice management users
§ RCS users
Go-live communication
FPO
Transition to push versus pull strategy
Consistent communication during go-live
Timeframe Message Audience
Go-live Welcome Everyone
Two days post Advance Guide to SmartPhrases Providers & managers
Five days post Comprehensive Guide to MyNovant Everyone
One week post Well Child Check and 1-Step Consult Note Providers & managers
Nine days post Provider Survival Guide Prescriptions and In Basket
Providers & clinical staff
Consistent communication during go-live
Timeframe Message Audience
Go-live Welcome Everyone
12 days post Physicians’ guide Providers & managers
2 weeks post go-live 1/day for 3 weeks
Tips All users
Friday after last tip 1/week for 4 weeks
Update document All users
Post go-live communication
FPO
Designated provider section on SharePoint
Designated provider section on SharePoint
Designated provider section on SharePoint
SharePoint
Webinars
Town hall meetings
Blast off: Revolutionizing communication with providers
Research: Methodology
Survey 1
§ Sent to all medical group members
§ 1,200 completed surveys
Survey 2
§ Sent to providers only
§ 269 responses
Providers’ most preferred communication channel
Providers’ most preferred communication channel
Worst way to communicate with providers
Worst way to communicate with providers
Providers’ most preferred communication channel
Research: Findings
No easy way to prioritize messages
Information overload = users ignore emails
Lack of formal process to provide feedback
Communication optimization
Segment channels for specific audiences
Deliver information while minimizing impact on daily workflows
Establish a valuable standing resource for end users
Revolutionizing communication effectiveness
Messaging directly through EHR
© 2014 Epic Systems Corporation. Confidential
Messaging directly through EHR: Prioritizing messages for providers
Broadcast message (low priority)
Conformation message (medium priority)
Known issue (high priority)
© 2014 Epic Systems Corporation. Confidential
Future state
Empower managers, clinical users and non-clinical users on dashboard functionality
Incorporate broad medical group news into the dashboard
Develop effective two-way communication method using advanced social media-type tools
Evaluate impact of new communication tactics
Let’s chat
