1. Middlesboro ARH Middlesboro ARH Acute Care Hospital 96 licensed beds
Average Daily Census of 23
Middlesboro ARH

2. 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

3. Asking our providers to say…....I do.
Provider Engagement
Asking our providers to say…....I do.
Middlesboro ARH

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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, , patient & visitor comments
Recipient voted on by the Provider engagement OASIS team
Middlesboro ARH

12. 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

13. Questions ??
Thank You!
Rae Hensley
Middlesboro ARH