Purchasing physician time to assist in EHR, workflow decisions improves overall satisfaction

HIMSS18 presenters explain how MU Health Care instituted a multi-pronged approach to boost physician satisfaction by 10% and offer feedback valuable to planning.
By Bernie Monegain
09:34 AM
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Thomas Selva, MD, Chief Medical Information Officer and Bryan Bliven, CIO, of University of Missouri Health Care will host the session, "A Multi-Pronged Approach to Improve Provider Satisfaction,” at HIMSS18.

More and more hospitals are undertaking initiatives to improve day to day operations, workflow and working conditions for clinicians. The concept has been pulled into the Quadruple Aim, which builds on the Triple Aim of improved patient care for a healthier population at lower costs by adding physician satisfaction. 

The University of Missouri Health Care is one example of a provider that has put processes in place to make physicians enjoy their working lives more. 

The academic health system in Columbia, Missouri, employs a combination of weekly rounding, annual surveys, research, funded physicians and clinician-led governance to accomplish a wide array of goals the organization sets -- including boosting doctor’s satisfaction with the electronic health record software. 

MU Health Care’s latest annual survey, in fact, showed a 10 percent increase in overall satisfaction. 

“We engage on a personal level by assuring our IT staff make regular rounds at all clinical sites to hear first-hand the issues our users are having and often correct or mitigate on-site,” said Thomas Selva, MD, Chief Medical Information Officer. As he sees it, these "eye-to-eye" relationships make sure users know how important it is to provide an excellent experience with the EMR.  

Selva and CIO Bryan Bliven started by handpicking individuals to sit on the council based on their passion for IT, willingness to serve as well as their sphere of influence with other professionals.  

“We have shared governance with the EMR by purchasing physician time to assist in decision-making and at-the-elbow education of providers,” Selva said. “We purchase 10 percent of their time and ask them to not only educate their peers but also stress-test new code as we receive it.”  

Also, the council members serve as a team to validate whether new development locally is worth the investment. The health system uses the annual satisfaction surveys “to hear the voice of the customer” and build action plans around feedback, Selva said. 

The survey also helps executives identify areas of focus over the coming year.

Next up, for instance, Selva anticipates moving toward using new workflow and documentation tools that he expects will significantly improve physician and nursing quality of life. Also, the health system plans to move its Cerner HealtheIntent platform further into its population health strategy. 

At HIMSS18, Selva and Bliven will discuss more of their results during the session, “A Multi-Pronged Approach to Improve Provider Satisfaction,” at 1 p.m. March 7 in the Venetian - Sands Expo Center Murano 3304.

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Twitter: @Bernie_HITN
Email the writer: bernie.monegain@himssmedia.com