Middlesboro ARH Middlesboro ARH Acute Care Hospital 96 licensed beds Average Daily Census of 23 Middlesboro ARH
Middlesboro ARH Appalachian Regional Healthcare Not for Profit Healthcare system Comprised of 12 facilities in Kentucky & West Virginia Originally founded in 1956 by Miners Memorial Hospital Association to care for the mining communities of Appalachia Middlesboro ARH
Asking our providers to say…....I do. Provider Engagement Asking our providers to say…....I do. Middlesboro ARH
O. rganizationally A. dvanced S. ervice I. mprovement S. ystem Provider Engagement O. rganizationally A. dvanced S. ervice I. mprovement S. ystem Team, Middlesboro ARH
Provider Engagement Initiating the OASIS Team Middlesboro ARH Departmental leaders voluntold for OASIS team 10 original team members Roles assigned including: Team leader Assistant team leader Administrative liaison. Middlesboro ARH
Provider Engagement Setting the Course Middlesboro ARH Establish Team Charter Team Purpose ~ To hardwire at least one “Best Practice” project to enhance the culture by developing and implementing customer service improvements and physician engagement strategies. Team Mission ~ To enhance Provider Engagement as well as improve provider experience. Middlesboro ARH
Provider Engagement Early Initiatives Middlesboro ARH Recruit Physician Champion Identify Physician champion to act as liaison between the OASIS team and the Medical Staff Develop and distribute provider satisfaction survey to establish baseline Further initiatives based on feedback from surveys Middlesboro ARH
Provider Engagement Provider Survey Middlesboro ARH Surveys were distributed to all Active & Courtesy Medical staff ( those with admitting privileges) 42% of Providers completed and returned surveys. (indicative of less than optimal engagement) Providers were LEAST satisfied with: Having input related to decision making Salary and Compensation Feeling valued and appreciated There is more hunger for love and appreciation in this world than there is for bread. ~ Mother Theresa Middlesboro ARH
Provider Engagement Early Wins Middlesboro ARH Voucher for vehicle detailing Providers were overlooked during initial rollout of CLS implementation We did a great job of front line staff appreciation and recognition, but providers were minimally involved Way of earning trust and saying “Thank You” Provider Thank You cards Recognition of providers going above and beyond Initiated by front line staff Signed by front line staff and administration Middlesboro ARH
Provider Engagement Additional Initiatives Middlesboro ARH Conducted “Provider Inventory” Gathered Dates of birth, hobbies, likes / dislikes. Purchased individualized birthday cards Signed by the OASIS team, admin and front line staff Monthly Provider Luncheon Opportunity for providers to socialize Clinic Offices are geographically dispersed Created a venue for providers to have informal conversations with administration (and each other ) Middlesboro ARH
Provider Engagement Provider Spotlight Middlesboro ARH Quarterly Recognition of Outstanding Service Excellence Initiated by staff, patients or visitors Observation of a provider going “Above and Beyond” Submissions via on line link, e-mail, patient & visitor comments Recipient voted on by the Provider engagement OASIS team Middlesboro ARH
Provider Engagement Provider Spotlight Middlesboro ARH Posted to Facilities intranet site Posted to Facilities Facebook site Plaque created and displayed on Medical Staff wall Plaque presented to provider at the end of the quarter Middlesboro ARH
Questions ?? Thank You! Rae Hensley Middlesboro ARH