Professional Documents
Culture Documents
• Objectives:
– Classify physician relations programs
– Identify best practices
– Determine the steps to take a program
from one level to the next
Participants
• Recovery timing
• Initial referral calls to your office
• Facilitate communication to
departments
• Access to patient records
• Access to patient schedules
• Access to patient communications
• Forum
• Separate intake line
• Physician portal for appointments
• Clinical trials
• Online appointment/referrals
Number of
physician Internally Integrated (2)
relationships
Online patient appointments
Forum for physicians
Frequent sat measurement
7,500+ Lead clinical safety initiatives
Beyond a marketing function
Valued Role Player (4)
Workshops with physicians
Online patient records access
Clinical training for liaisons
Medical education materials
Quantified value
>5,000 Branded patient education materials
• “Dinners and lunches are scheduled for our clinicians to meet referring
physicians at least 3 times a month.”
• “Referring Physician Satisfaction survey process, physician experience
mapping, ad-hoc advisory group processes, incorporating feedback from
physician office visit activities.”
Step One: Examination
Hope
Ultimate Goal Balance optimism with
credibility
Composure Leadership
Advanced Communication Skills Control emotions Confidently
during stressful recommend a course
encounters of action
• Decision making
– How do we identify and allocate resources?
• Organizational Alignment:
– Department vs. philosophy
• Plan Development
– Working plan vs. Strategic plan
• Collaborative Environment
– Referral facilitators and barriers
– Physicians as competitors vs. collaborators
• Strategic Partnerships
– Corporate Medical Directors
– Health Plans
Basic Framework
• Specialty mix
– PCP vs. specialists
• Physician detail
– Referrals by physician
Baldridge Quality Healthcare Criteria
Organizational Profile:
Environment, Relationships, and Challenges
2 5
Strategic Staff
Planning Focus
1 7
Leadership Organizational
3 Performance
6
Focus on Patients, Results
Process
Other Customers, Management
and Markets
4
Measurement, Analysis, and Knowledge Management
Improving Access and Customer Service
• Physician Relations
Specialist (RN / BSN)
– Leverages Baldridge
process
– Clinical Safety and
Effectiveness project
– Collaboration between
Physician Relations and
askMDAnderson
– Dedicated physician
phone line and triage
– Completes the clinical
continuum for physician
referral and
communications
TECHNOLOGY
Physician Portal Strategy
• Twitter - http://www.twitter.com/PhysRelations
• YouTube - http://www.youtube.com/user/physicianrelations
• Facebook - http://www.facebook.com
(search for myMDAnderson for Physicians)
RESULTS
Physician Referred Patients
300
200
100
0
07
08
08
08
09
08
08
09
07
08
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ov
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n
ay
p
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ar
ar
Ju
Ja
Ja
Se
Se
N
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M
M
M
Physician Referral Activity
• Preliminary Questions
– What data / information do I need?
– What are the data definitions?
– Is this information currently captured? In what system?
– Data Quality – how accurate and complete is the information and how is
it validated?
– How do I access and process all of this information?
• Role
– More involved in operations, safety
– Representative / Coordinator vs. Specialist
• Communications
– Medical education vs. promotion
• Collaboration
– Frequency of engagement
– Strategic focus in discussion
– Contact vs. Customer Relationship Management Systems
– ROI vs. ROR
• Operations
– Web site vs. Business Process Redesign
– IT to facilitate communication regarding patient care
– Frequency of feedback from referring physicians
"The essence of
strategy is choosing
what not to do."
Michael Porter
Step Three: Adaptations
1 to 2 2 to 3 1 to 3
Role
Communication
Collaboration
Operations
Report Out
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