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Why a Patient-centric Approach
Is Best: Stories from a Physician
̶ Dr. Bill Knowles
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
I tend to assum...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Training Physic...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Training Physic...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Training Physic...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Connect with Pe...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Connect with Pe...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Patient-centere...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Patient-centere...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Patient-centere...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
For more inform...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
More about this...
© 2016 Health Catalyst
Proprietary. Feel free to share but we would appreciate a Health Catalyst citation.
Dr. Bill Knowle...
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Why a Patient-centric Approach Is Best: Stories from a Physician

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Good patient care means patient-centric care. Relying on good mentors during residency training, physicians can learn how to put patients first. For example, during one rotation of mine, I saw a mentor consistently use humor and expertise with patients to connect with them and help them change their environments at home. I was also part of patient-centered teams that worked together to identify potentially life-threatening conditions, and intervene to save lives. We can put people before projects and be patient-centric.

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Why a Patient-centric Approach Is Best: Stories from a Physician

  1. 1. Why a Patient-centric Approach Is Best: Stories from a Physician ̶ Dr. Bill Knowles
  2. 2. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. I tend to assume that the healthcare providers involved in the diagnosis and treatment always will do the right thing for their patients from the very beginning. Training Physicians to Be Patient-centric In reflection of past experiences, I have realized that, among other things, most of us take for granted the healthcare system we rely on for our medical needs. As a physician I find myself counting on having access to that support structure whenever it is needed.
  3. 3. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Training Physicians to Be Patient-centric I tend to assume that the healthcare providers involved in the diagnosis and treatment always will do the right thing for their patients from the very beginning. I know that this expectation was ingrained in me by some excellent mentors during my medical training. Not all are so lucky as Dr. John Haughom has explained: In the healthcare industry, we still have a craftsmanship mentality to process management. Even the way physicians are trained reflects more of a craftsmanship approach because it relies heavily on whom they shadow during their residency, resulting in inconsistency in expertise among doctors.” DR. JOHN HAUGHOM Senior Advisor
  4. 4. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Training Physicians to Be Patient-centric Using Humor and Expertise with Patients During my family practice internship in pediatrics, Dr. Albert May, who was my supervisor, mixed humor and medical expertise in his interactions with children and their families in a very memorable way. For example, after confirming his suspicions that a boy’s asthmatic condition was aggravated by a household cat, he would launch into a sermon about the downside of keeping the cat, and explain that the mother basically had to choose between the child and the feline.
  5. 5. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Training Physicians to Be Patient-centric Using Humor and Expertise with Patients As you might imagine, there never was an answer in the affirmative. While Dr. May’s humor at times would catch one off guard, there was a central theme in everything that he did that reinforced what I had learned from other great mentors – he was “patient-centric,” and always would bring the focus back to the kids he saw.
  6. 6. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Connect with People First Physicians also need to take the time to connect with patients, not just their diagnoses. Interestingly enough, I actually had the more general principle of “putting people first” driven home to me in a non-clinical environment. I was working at an AT&T manufacturing plant in Guadalajara, Mexico and had a question arise regarding a software engineering project on which I was the lead.
  7. 7. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Connect with People First I rushed over to a purchasing cubical looking for the person I knew would have the answer. However, all the attention was being focused on the person who followed me in. As I assessed why priority was being given to that person, even though I had arrived first, I realized that my colleague greeted everyone before anything else. I was humbled by this realization that I had not put people first, and recommitted myself to be people-centric, and, as a physician, specifically to be patient-centric.
  8. 8. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient-centered Teams One patient-related success experience came during a series of medical student clerkships at Grant Medical Center in Columbus, Ohio. While performing an H&P (history and physical) on a patient in the hospital, I felt an unusually wide aorta. I ensured this was highlighted in the patient’s chart, which I knew would be reviewed later by several other healthcare professionals. One of the vascular surgeons picked up right away on this note, confirmed the diagnosis of aortic aneurysm, and scheduled surgery.
  9. 9. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient-centered Teams This discovery and subsequent procedure saved the patient’s life. Had we been distracted, and not had our primary focus on the patient, we might have missed this rewarding and potentially life-saving opportunity with this patient. I am grateful for the best practices needed to find this vascular anomaly in a timely manner and involve the right medical team to bring a successful resolution. It always is rewarding to do the right thing for a patient the first time and every time.
  10. 10. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient-centered Teams I continue to be grateful for our healthcare system, and to know that it is not quixotic to believe that we can work together altruistically to improve the lives of millions of patients and their families. We can put people before projects and can be patient-centric.
  11. 11. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. For more information: “This book is a fantastic piece of work” – Robert Lindeman MD, FAAP, Chief Physician Quality Officer
  12. 12. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. More about this topic Link to original article for a more in-depth discussion. Why a Patient-centric Approach Is Best: Stories from a Physician Improve Patient Satisfaction: 5 Things Healthcare Organizations Can Learn From Disney Justin Gressel, Senior Data Scientist Quality Data is Essential for Doctors Concerned with Patient Engagement Dr. Ed Corbett, Deputy CMO How Great Patient Satisfaction Metrics Can Be Achieved in a Regional Medical Center Greg Stock, CEO, Thibodaux Regional Medical Center How to Improve Patient Satisfaction Scores By Using Data Dr. James Merlino, President and Chief Medical Officer, Press Ganey How to Integrate Patient Satisfaction Data to Deliver Quality Healthcare and Improve Operational Efficiency Customer Success Story
  13. 13. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Dr. Bill Knowles has a unique background to support the vision to transform healthcare through the application of relevant experience, processes, and technology. His certifications as a physician, certified Oracle developer, and project management professional (PMP), combined with the years of experience he has working in these areas, have formed a strong foundation for achieving success in Life Science programs and projects. Bill has established and been the director of several project management offices, in addition to being a project management team lead and senior technical consultant. He has travelled to domestic and international client sites to lead software implementations, and has years of experience providing program and project management, as well as technical and clinical registry guidance, mentoring, and training to healthcare professionals and support staff. Bill has been a senior director of client engagement at Health Catalyst since 2014, and he is fully bilingual in English and Spanish. He also is a graduate of the accredited Health Catalyst University Accelerated Practices Program, which trains professionals in the acceleration of outcomes improvement. Other Clinical Quality Improvement Resources Click to read additional information at www.healthcatalyst.com

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