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This Week's Q&A
 

Question: 

I'm eager to start learning Epic. When can I get access to an environment where I can play in the system?

 

Answer:

You will receive access to the Epic play environment after you complete your first instructor-led class on Epic. For most caregivers, these classes will be held about 6 to 8 weeks before your area's go-live. In the meantime, you can get a close-up view of many aspects of the system by watching any of the more than 200 e-learning videos available on the Epic education site. 

 
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PeaceHealth Physicians & Providers,

Dr. Howard Graman
Dr. Howard Graman
As promised, below is a summary of the areas in which we have the greatest opportunity to improve physician/AHP satisfaction. From the outset, we knew we would uncover weaknesses and indeed we have. We have already begun taking action on a number of them and I am confident we can improve physician and AHP satisfaction and continue to build trust.

This past weekend, I had the pleasure of meeting many providers in the Oregon West network at their annual meeting, which covered a variety of topics. Of particular note was a presentation by Laura Sanger, PHMG's program manager for Patient Experience, on  how to quickly improve your CG-CAHPS scores. We hope she will be able to reprise the offering in other communities. In the meantime, the thrust of her message is below.
 
Also, this week more than 30 physicians and providers as well as about 90 other caregivers from around the system came to Vancouver to learn and "test drive" the new Epic system as end-users. I want to thank them for taking time out of their schedules to participate. Their input and feedback have been invaluable as we steadily progress toward our Epic go-live.

Provider Survey Results
Five Areas to Focus On
Following are the five survey categories that received poster-your-opinion-counts the lowest percentage of a "very satisfied" rating from PHMG providers, system-wide:
  • REWARD & RECOGNITION: How well you are rewarded and recognized for your contribution to excellent patient care. 10.3%
  • UNDERSTANDING NEEDS: How well community administration understands the needs of the physicians and providers in the practice. 10.1%
  • FINANCIAL REPORTING: The financial reporting system at the practice. 8.9%
  • TRUST: The degree to which you trust system administration. 6.5%
  • PHYSICIAN RETENTION: PeaceHealth Medical Group's ability to keep new physicians who are recruited to the medical group. 4 %
Next week, Bob Swanson, Dr. Larry Neville and the People and Culture committee are convening a work group  of providers and caregivers to develop an action plan for improvement. Watch for more information in the future.

Patient Experience
How to Increase Your Scores Right Now
Following is an excerpt from a presentation on quick and evidence-based ways to engage and satisfy patients:

Skill #1 - Practice being "present."  Before seeing the patient, breathe and quiet your mind. Knock and pause before entering the exam room. Make and maintain eye contact. Introduce yourself. Sit and lean in a receptive, open posture. Tune into the patient's words and emotional state. When using a device, alternate your focus and explain what you're doing.

Skill #2 - Set the agenda.  Summarize the reasons for the visit. Ask once more for any additional concerns with "what else would you like to discuss?" or "is there something else?" Address concerns in the order of importance for medical urgency and patient interest. Use terms such as "do justice to" or "deserves focus" when suggesting a separate visit. Don't do a diagnostic dive until you establish and agree on the agenda together. Partnership is key. Share power and explore preferences and value.

Skill #3 - Manage "up."  Set a positive expectation and build your patient's confidence in you, other clinic caregivers and specialists by mentioning special qualities, experience or skills.

If you'd like to talk with a physician who has put these skills into practice, contact Dr. Eleen Kirman, PHMG's medical director of specialty care and physician lead for Patient Experience.

Visit PHMG Patient Experience site
PeaceHealth Medical Group
1115 SE 164th Ave., 2nd Floor | Vancouver, WA 98683  
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