PAN Physicians as Customers Building an Integrated Strategic Plan Thornhill

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  • HFH Factoids40,000 discharges annuallyED sees 97,000 visits annuallyLargest intensive care unit in the State with 165 bedsRecognized as a leader in quality initiatives and patient safety and one of the first health systems to join the Institute for Healthcare Improvement’s 100,000 Lives CampaignHenry Ford Medical Group (HFMG)One of the nation’s largest group practices with 1,100 physicians ad researchers in 40 specialtiesOne of the first groups in the country to use an electronic medical record including instant access to patient radiology studiesA national leader in using e-prescribing, reducing harmful drug interactions and medication errors. Offers “e-visits”, allowing patients access to their physician onlineEstablished disease management programs for many chronic conditions: coronary artery disease, chronic heart failure, diabetes, asthma and depression.More physicians listed as “top docs” than any other hospital in Metro Detroit in the book America’s Top Doctors.
  • Physicians that participated were Neuroscience, pulmonary, endo, med onc, gastro, nephro, ENT, thoracic surgery, vascular, etc… From private, to academic, large and small hosptials
  • RPO Phone Line Structure & Stats
  • ICM = profit after all costs have been factored in.
  • Why the discrepancy? - JFCI has HFMG for built in resources. JFCI is not a known brand. We’ve had pockets of success, but that has not provided a halo effect.
  • CCS started in Fall of 2012 which accounts for numbers above. Tracking is done via CRM
  • If you have cancer call “888-777-4167”
  • PAN Physicians as Customers Building an Integrated Strategic Plan Thornhill

    1. 1. Physicians as Customers: Building an Integrated Strategic Plan Jane Thornhill, Administrative Director HFMG Referring Physician Office & Josephine Ford Center for Cancer Surgery
    2. 2. NCI PAN Conference April 24, 2014 Physicians as Customers: Building an Integrated Strategic Plan Jane Thornhill Administrative Director HFMG Referring Physician Office & Josephine Ford Center for Cancer Surgery Henry Ford Health System – Malcolm Baldrige National Quality Award Recipient
    3. 3. Henry Ford Hospital  Henry Ford Hospital (HFH), founded in 1915 by auto pioneer Henry Ford, is the flagship hospital of Henry Ford Health System  Located in Detroit’s New Center area, it is a 877-bed tertiary/quaternary research and education complex with a Level 1 Trauma Center  Staffed by the Henry Ford Medical Group – 1,200 physicians and researchers in more than 40 specialties in 29 medical centers.
    4. 4. Referring Physician Program 2007  Current structure wasn’t working – Individual programs had pockets of success  Previous healthcare management organization – HFHS owns Health Alliance Plan  Competition in the local Detroit market was fierce…
    5. 5. Hospitals within 50 Mile Radius of HFH MONROE MACOMB ST. CLAIRSHIAWASSEE GENESEE LENAWEE LIVINGSTON CLINTON INGHAM WAYNE OAKLAND WASHTENAW HILLSDALE JACKSON LAPEER Mercy Memorial Crittenton Henry Ford Macomb McClaren Regional Hurley Medical Center Genesys Regional Doctor's Hospital of MI Huron Valley-Sinai St. Joseph Livingston St. Joseph AA Oakwood Heritage Oakwood Southshore Oakwood Annapolis Oakwood POH Regional U of M St. Joseph Saline Lapeer Regional St. John River District Beaumont GP Henry Ford Botsford St. JohnSinai-Grace Children's of MI Providence HFMH-WC St. John Oakland Garden City Providence Park Chelsea Community St. Mary Mercy St Joseph Oakland St Joseph Port Huron St. John Macomb DMC Surgery Center Mt. Clemens Regional Beaumont RO Beaumont Troy Karmanos Hutzel Women's Rehab Institute MI Harper University Detroit Receiving Henry Ford Wyandotte HFWBH Port Huron Hospital
    6. 6. Referring Physician Program Steering Committee  Was formed and charged with…. “Increasing internal & external physician referrals to Henry Ford Hospital and Medical Group specialists”
    7. 7. Challenges  Committee members had competing interests – HFMG & HFH vs System Hospitals with private practice physicians  Existing services for support were located in a system Call Center along with patient traffic – Lacked dedicated focus – Data collection was non-existent  Internal & external referring physician credibility was very low
    8. 8. We Needed A New Structure  We focused on a solid infrastructure – Data & Analytics – Operations • Schedules, phones, eConsults – Service • Concierge
    9. 9. RPO Service Level Guarantees  Accept the request 24/7/365  Core hours of operation M-F 7:30 – 5:30  After hours ~ accept the request & follow up next business day  Facilitate doc to doc telephone consults  Facilitate making the appointment no later than the following business day • Communicate delays as they occur • Close the loop with you and/or the patient  Assure that the referring physician is attached to the appointment via our database – To increase communication between rendering and referring physicians.
    10. 10. Early Focus  Started with the idea of growing external referrals – Quickly became refocused on supporting internal referrals and building credibility  We were committed to: – Data collection – Seamless operational function – Best in class service
    11. 11. We had our work cut out for us… HFH draws patients from its “backyard” Summary Report: Outstate Referral Strategy
    12. 12. Our in state competitor has a substantial “out-state” presence Discharge Origins 1 to 49 50 to 99 100 to 199 200 to 299 300 to 3000 Top 3 0
    13. 13. A New Program Partner  Internal physician leadership & engagement is key – Needed a recognized name with the skill set to work within complex physician environment – The individuals that have the recognized name, do not have the time  Dr. Steven Kalkanis has national clinical expertise and was an up and coming physician leader. The perfect partner!
    14. 14. 1414Summary Report: OutState Referral Strategy Study Objectives To Inform Development Of A High Return Referral Strategy • To understand current and (believed) future referral needs of out-state physicians; • To understand referral influences among physicians; including the influence of the hospital and system affiliation, the influence of the established relationships, unique worries and concerns of the patient, and the reputation and ease-of-referral for alternative institutions; • To understand the opportunity to change referral practices by physician / disease / requirement and region; • To understand the component and activities the would serve to earn new referrals; which may include CME events, local visits, “branding” or “cooperative advertising/promotion”, and/or on site presence, and; • To build a growth strategy based on that learning
    15. 15. 1515Summary Report: OutState Referral Strategy Study Objectives: To Inform Development Of A High Return Referral Strategy To understand the component and activities the would serve to earn new referrals; which may include CME events, local visits, “branding” or “cooperative advertising/promotion”, and/or on site presence To understand the opportunity to change referral practices by physician / disease / requirement and region To understand referral influences among physicians; including the influence of the hospital and system affiliation, the influence of the established relationships, unique worries and concerns of the patient, and the reputation and ease-of-referral for alternative institutions To understand current and (believed) future referral needs of out-state physicians To build a growth strategy based on that learning
    16. 16. Two-Part Approach Summary Report: Outstate Referral Strategy 16 Framing The Study  HFMG interviews  Key stakeholders (12)  To understand market perspective and believed basis upon which referral should be won  Many false starts  Internal credibility to build was very low Understanding Drivers  Outstate Physician / Specialists (51)  To current practices, preferences, decision-making, and potential influences Alumni Non- Alumni Referring 13 21 Non- Referring 2 15
    17. 17. 1717 Research Format Broadly representative of out-state Michigan communities/environs Summary Report: OutState Referral Strategy
    18. 18. 1818 HFMG Interviews: What We’ve Learned • Basis for referral is in most complex levels of care – primarily in surgery • U of M is the only competitor on the most complex cases • A view that we must have a Medical Group consolidated approach • Many are currently conducting their own referral programs • General view that HF has done a poor job of managing referral in the past • General belief that strength of referral is in strength of personal relationship • A view that we must build a reputation for leadership – where we have leadership • Marketing Considerations suggested included – Dedicated referral center, 24 hr appointment promise, Branded referral Affiliation, CME’s, Life-Flight Transportation Summary Report: OutState Referral Strategy
    19. 19. What We’ve Learned: Primary Messages  There is (perhaps significant) opportunity – to win increased referral – for treatment of the most complex diseases  UM and Henry Ford are the clear leaders in presumed referral (KCI is strong 3rd) – West side of State competition grows: Spectrum, Mayo, Chicago  Among those who know Henry Ford the view is generally very positive – Presumed excellence in care – Generally positive protocols and relationships  Henry Ford is not however well known  Opportunity is in winning recognized superiority …presumably in specific set of specialties – Outstanding referral protocols – Strong specialist-to-specialist relationships – Demonstrated quality of service – Demonstrated respect Summary Report: Outstate Referral Strategy 19
    20. 20. 2020 More complex conditions warrant referral… Referrals come about when physicians find a more complex condition that is best handled at an advanced care facility… symptoms are defying diagnosis… simply need a 2nd opinion… or participation in clinical trials… Pulmonology Pulmonary hypertension Lung transplant Lung reduction Therapeutic bronchoscopic procedures Interventional pul (airway stents) ENT Otologic surgery Oncology - head / neck Tinnitus Ear issues (chrome mastoid bone) Pediatric issues ONC Bone marrow Liver privation carcinoma Prostate (robotic surgery) Neuro surgery Lung treatment Resection GASTRO Advanced liver disease Inflammatory bowel disease Liver hepatitis Liver transplant Pancreatic cancer Oncology GP/FAM Arthritis Crohn’s disease Neuro COLON/RECTAL Interoperational Radiation Kock pouch Therapy Rectal cancer Summary Report: OutState Referral Strategy Neuroscience MS Epilepsy Trauma inter cranial Cerebral endovascular aneurysm (coiling) Cranial facial reconstruction ALS GYN Cervical cancer Bladder support Sarcoma/melanoma clinic Endometrial oncology ORTHO Trauma Oncology
    21. 21. Building a Referral Strategy - Five Components Summary Report: Outstate Referral Strategy 21 Focus On Select Specialties Build An Excellent Referral Protocol Build Geographic Tiers Build Recognized Excellence – By Communicating Expertise Build Basis For Extended Preference Through Excellence In Relationship
    22. 22. Building A Team  Physicians who…  Receive specialty referrals  Know the importance of communication & relationships  Committed to outreach & growing the business  Admin/Operations ~ – Physician leaders to do road clearance – Outreach RN’s – Concierges – Insurance Specialist – Communication Coord – Data collection • CRM reporting – Service, Service, Service
    23. 23. Metrics 0 5,000 10,000 15,000 20,000 25,000 30,000 2009 2010 2011 2012 2013 Phone Volume 0 2,000 4,000 6,000 8,000 10,000 2009 2010 2011 2012 2013 Online Consults 0 500 1,000 1,500 2,000 2,500 3,000 2010 2011 2012 2013 Transfers 0 500 1000 1500 2000 2500 2010 2011 2012 2013 Outpatient Referrals
    24. 24. OaklandOaklandOaklandOaklandOaklandOaklandOaklandOaklandOakland SchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraft AlgerAlgerAlgerAlgerAlgerAlgerAlgerAlgerAlger AlleganAlleganAlleganAlleganAlleganAlleganAlleganAlleganAllegan AlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrim ArenacArenacArenacArenacArenacArenacArenacArenacArenac BarryBarryBarryBarryBarryBarryBarryBarryBarry BayBayBayBayBayBayBayBayBay BenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzie BerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrien BranchBranchBranchBranchBranchBranchBranchBranchBranch CalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhoun CassCassCassCassCassCassCassCassCass CharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoix CheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboygan ChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewa ClareClareClareClareClareClareClareClareClare ClintonClintonClintonClintonClintonClintonClintonClintonClinton CrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawford DeltaDeltaDeltaDeltaDeltaDeltaDeltaDeltaDelta DickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinson EatonEatonEatonEatonEatonEatonEatonEatonEaton EmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmet GeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGenesee GladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwin Grand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand Traverse GratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiot HillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdale HuronHuronHuronHuronHuronHuronHuronHuronHuron InghamInghamInghamInghamInghamInghamInghamInghamIngham IoniaIoniaIoniaIoniaIoniaIoniaIoniaIoniaIonia IoscoIoscoIoscoIoscoIoscoIoscoIoscoIoscoIosco nnnnnnnnn IsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabella JacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazoo KentKentKentKentKentKentKentKentKent LakeLakeLakeLakeLakeLakeLakeLakeLake LapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeer LeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanau LenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenawee LivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingston LuceLuceLuceLuceLuceLuceLuceLuceLuce MackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinac MacombMacombMacombMacombMacombMacombMacombMacombMacomb ManisteeManisteeManisteeManisteeManisteeManisteeManisteeManisteeManistee MarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquette MasonMasonMasonMasonMasonMasonMasonMasonMason MecostaMecostaMecostaMecostaMecostaMecostaMecostaMecostaMecosta MenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenominee MidlandMidlandMidlandMidlandMidlandMidlandMidlandMidlandMidland MissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukee MonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroe MontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalm MontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorency MuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegon NewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygo OceanaOceanaOceanaOceanaOceanaOceanaOceanaOceanaOceana OgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemaw OsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceola OscodaOscodaOscodaOscodaOscodaOscodaOscodaOscodaOscoda OtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsego OttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawa Presque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque Isle SaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginaw SanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilac St. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. Clair St. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. Joseph TuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscola Van BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan Buren WashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenaw WayneWayneWayneWayneWayneWayneWayneWayneWayne WexfordWexfordWexfordWexfordWexfordWexfordWexfordWexfordWexford AlconaAlconaAlconaAlconaAlconaAlconaAlconaAlconaAlcona 2013 RNs 31 to 90 11 to 30 4 to 10 1 to 3 2013 RN Outreach Contacts Total: 1956 (Increase of 37% or 525 since 2012)
    25. 25. OaklandOaklandOaklandOaklandOaklandOaklandOaklandOaklandOakland SchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraft AlgerAlgerAlgerAlgerAlgerAlgerAlgerAlgerAlger AlleganAlleganAlleganAlleganAlleganAlleganAlleganAlleganAllegan AlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrim ArenacArenacArenacArenacArenacArenacArenacArenacArenac BarryBarryBarryBarryBarryBarryBarryBarryBarry BayBayBayBayBayBayBayBayBay BenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzie BerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrien BranchBranchBranchBranchBranchBranchBranchBranchBranch CalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhoun CassCassCassCassCassCassCassCassCass CharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoix CheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboygan ChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewa ClareClareClareClareClareClareClareClareClare ClintonClintonClintonClintonClintonClintonClintonClintonClinton CrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawford DeltaDeltaDeltaDeltaDeltaDeltaDeltaDeltaDelta DickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinson EatonEatonEatonEatonEatonEatonEatonEatonEaton EmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmet GeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGenesee GladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwin Grand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand Traverse GratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiot HillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdale HuronHuronHuronHuronHuronHuronHuronHuronHuron InghamInghamInghamInghamInghamInghamInghamInghamIngham IoniaIoniaIoniaIoniaIoniaIoniaIoniaIoniaIonia IoscoIoscoIoscoIoscoIoscoIoscoIoscoIoscoIosco nnnnnnnnn IsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabella JacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazoo KentKentKentKentKentKentKentKentKent LakeLakeLakeLakeLakeLakeLakeLakeLake LapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeer LeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanau LenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenawee LivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingston LuceLuceLuceLuceLuceLuceLuceLuceLuce MackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinac MacombMacombMacombMacombMacombMacombMacombMacombMacomb ManisteeManisteeManisteeManisteeManisteeManisteeManisteeManisteeManistee MarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquette MasonMasonMasonMasonMasonMasonMasonMasonMason MecostaMecostaMecostaMecostaMecostaMecostaMecostaMecostaMecosta MenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenominee MidlandMidlandMidlandMidlandMidlandMidlandMidlandMidlandMidland MissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukee MonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroe MontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalm MontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorency MuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegon NewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygo OceanaOceanaOceanaOceanaOceanaOceanaOceanaOceanaOceana OgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemaw OsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceola OscodaOscodaOscodaOscodaOscodaOscodaOscodaOscodaOscoda OtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsego OttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawa Presque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque Isle SaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginaw SanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilac St. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. Clair St. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. Joseph TuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscola Van BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan Buren WashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenaw WayneWayneWayneWayneWayneWayneWayneWayneWayne WexfordWexfordWexfordWexfordWexfordWexfordWexfordWexfordWexford AlconaAlconaAlconaAlconaAlconaAlconaAlconaAlconaAlcona 2013 ASRLs 7 to 10 5 to 6 3 to 4 1 to 2 2013 New Referring Physicians Total: 253
    26. 26. OaklandOaklandOaklandOaklandOaklandOaklandOaklandOaklandOakland SchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraft AlgerAlgerAlgerAlgerAlgerAlgerAlgerAlgerAlger AlleganAlleganAlleganAlleganAlleganAlleganAlleganAlleganAllegan AlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrim ArenacArenacArenacArenacArenacArenacArenacArenacArenac BarryBarryBarryBarryBarryBarryBarryBarryBarry BayBayBayBayBayBayBayBayBay BenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzie BerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrien BranchBranchBranchBranchBranchBranchBranchBranchBranch CalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhoun CassCassCassCassCassCassCassCassCass CharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoix CheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboygan ChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewa ClareClareClareClareClareClareClareClareClare ClintonClintonClintonClintonClintonClintonClintonClintonClinton CrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawford DeltaDeltaDeltaDeltaDeltaDeltaDeltaDeltaDelta DickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinson EatonEatonEatonEatonEatonEatonEatonEatonEaton EmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmet GeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGenesee GladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwin Grand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand Traverse GratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiot HillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdale HuronHuronHuronHuronHuronHuronHuronHuronHuron InghamInghamInghamInghamInghamInghamInghamInghamIngham IoniaIoniaIoniaIoniaIoniaIoniaIoniaIoniaIonia IoscoIoscoIoscoIoscoIoscoIoscoIoscoIoscoIosco nnnnnnnnn IsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabella JacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazoo KentKentKentKentKentKentKentKentKent LakeLakeLakeLakeLakeLakeLakeLakeLake LapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeer LeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanau LenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenawee LivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingston LuceLuceLuceLuceLuceLuceLuceLuceLuce MackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinac MacombMacombMacombMacombMacombMacombMacombMacombMacomb ManisteeManisteeManisteeManisteeManisteeManisteeManisteeManisteeManistee MarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquette MasonMasonMasonMasonMasonMasonMasonMasonMason MecostaMecostaMecostaMecostaMecostaMecostaMecostaMecostaMecosta MenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenominee MidlandMidlandMidlandMidlandMidlandMidlandMidlandMidlandMidland MissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukee MonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroe MontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalm MontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorency MuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegon NewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygo OceanaOceanaOceanaOceanaOceanaOceanaOceanaOceanaOceana OgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemaw OsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceola OscodaOscodaOscodaOscodaOscodaOscodaOscodaOscodaOscoda OtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsego OttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawa Presque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque Isle SaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginaw SanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilac St. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. Clair St. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. Joseph TuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscola Van BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan Buren WashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenaw WayneWayneWayneWayneWayneWayneWayneWayneWayne WexfordWexfordWexfordWexfordWexfordWexfordWexfordWexfordWexford AlconaAlconaAlconaAlconaAlconaAlconaAlconaAlconaAlcona 2013 MRNs 7 to 15 4 to 6 2 to 3 1 2013 New Patient MRNs Total: 751
    27. 27. OaklandOaklandOaklandOaklandOaklandOaklandOaklandOaklandOakland SchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraftSchoolcraft 150 miles 100 miles 50 miles AlgerAlgerAlgerAlgerAlgerAlgerAlgerAlgerAlger AlleganAlleganAlleganAlleganAlleganAlleganAlleganAlleganAllegan AlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAlpenaAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrimAntrim ArenacArenacArenacArenacArenacArenacArenacArenacArenac BarryBarryBarryBarryBarryBarryBarryBarryBarry BayBayBayBayBayBayBayBayBay BenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzieBenzie BerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrienBerrien BranchBranchBranchBranchBranchBranchBranchBranchBranch CalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhounCalhoun CassCassCassCassCassCassCassCassCass CharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoixCharlevoix CheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboyganCheboygan ChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewaChippewa ClareClareClareClareClareClareClareClareClare ClintonClintonClintonClintonClintonClintonClintonClintonClinton CrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawfordCrawford DeltaDeltaDeltaDeltaDeltaDeltaDeltaDeltaDelta DickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinsonDickinson EatonEatonEatonEatonEatonEatonEatonEatonEaton EmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmetEmmet GeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGeneseeGenesee GladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwinGladwin Grand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand TraverseGrand Traverse GratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiotGratiot HillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdaleHillsdale HuronHuronHuronHuronHuronHuronHuronHuronHuron InghamInghamInghamInghamInghamInghamInghamInghamIngham IoniaIoniaIoniaIoniaIoniaIoniaIoniaIoniaIonia IoscoIoscoIoscoIoscoIoscoIoscoIoscoIoscoIosco nnnnnnnnn IsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabellaIsabella JacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonJacksonKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazooKalamazoo KentKentKentKentKentKentKentKentKent LakeLakeLakeLakeLakeLakeLakeLakeLake LapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeerLapeer LeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanauLeelanau LenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenaweeLenawee LivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingstonLivingston LuceLuceLuceLuceLuceLuceLuceLuceLuce MackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinacMackinac MacombMacombMacombMacombMacombMacombMacombMacombMacomb ManisteeManisteeManisteeManisteeManisteeManisteeManisteeManisteeManistee MarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquetteMarquette MasonMasonMasonMasonMasonMasonMasonMasonMason MecostaMecostaMecostaMecostaMecostaMecostaMecostaMecostaMecosta MenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenomineeMenominee MidlandMidlandMidlandMidlandMidlandMidlandMidlandMidlandMidland MissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukeeMissaukee MonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroeMonroe MontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalmMontcalm MontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorencyMontmorency MuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegonMuskegon NewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygoNewaygo OceanaOceanaOceanaOceanaOceanaOceanaOceanaOceanaOceana OgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemawOgemaw OsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceolaOsceola OscodaOscodaOscodaOscodaOscodaOscodaOscodaOscodaOscoda OtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsegoOtsego OttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawaOttawa Presque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque IslePresque Isle SaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginawSaginaw SanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilacSanilac St. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. ClairSt. Clair St. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. JosephSt. Joseph TuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscolaTuscola Van BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan BurenVan Buren WashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenawWashtenaw WayneWayneWayneWayneWayneWayneWayneWayneWayne WexfordWexfordWexfordWexfordWexfordWexfordWexfordWexfordWexford AlconaAlconaAlconaAlconaAlconaAlconaAlconaAlconaAlcona 2013 Transfers 71 to 125 21 to 70 4 to 20 1 to 3 2013 Transfers Total: 1759 (Increase of 20% or 289 since 2012)
    28. 28. Payor Mix
    29. 29. OSGS Return on our efforts (ROI) DSS – Decision Support Analysis  2009 = $9.6M ICM  2010 = $18.9M ICM  2011 = $34.5M ICM  2012 = $93.3M ICM Transfers Case Mix Index  2014 Medicine 1.90  2011 Surgical 2.30  2012 OSGS 4.2 YTD 2013 Helicopter CMI  Medicine 2.91  Surgical cases 7.67
    30. 30. Preference through Excellence & Relationships  Dinners  Conferences  Executive Outreach  Teleconferencing – Tumor Boards – Case Discussions
    31. 31. Next Phase – Cancer Surgery  Data results - 40 percent of all OSGS business is surgical oncology – Current structure was virtual • Coordination and dedicated resources were needed  It’s time to build again…
    32. 32. Henry Ford Center for Cancer Surgery Josephine Ford Cancer Institute
    33. 33. The Opportunity
    34. 34. 2011 Cancer Discharges Henry Ford: A regional powerhouse in terms of overall cancer numbers, but… Henry Ford Henry Ford Hospital 1965 West Bloomfield Hospital 464 Macomb - Clinton Twp Hospital 703 Wyandotte Hospital 376 Macomb - Warren Hospital 19 3527 DMC Karmanos Cancer Institute 1251 Detroit Receiving Hospital 469 Sinai-Grace Hospital 614 Harper University Hospital 462 Children's Hospital of Michigan 1192 Hutzel Hospital 32 Huron Valley - Sinai Hospital 330 4350 University of Michigan Health System 2964 Beaumont Beaumont Hospitals - Royal Oak 2360 Beaumont Hospitals - Troy 1003 Beaumont Hospitals - Grosse Pointe 329 3692
    35. 35. Surgical Oncology plays a leading role in our Out-State Growth Strategy
    36. 36. Henry Ford Center for Cancer Surgery: The Case for Surgical Oncology Henry Ford Health System - POG DSS 2010 Cancer Service Line Cases Cancer_Group Hem Onc Radiation Surgery Hem Onc Radiation Surgery Bone 14% 21% 31% 29% 24% 57% Brain 18% 42% 53% 14% 17% 31% Breast 4% 13% 19% 5% 4% 5% Colon 9% 17% 17% 5% 3% 7% GynOnc 13% 17% 21% 5% 2% 7% Head & Neck 16% 26% 45% 8% 6% 29% Lung/Thorax 13% 25% 29% 3% 4% 21% Malig. Hematology 7% 22% 17% 6% 4% 12% Metastasis 14% 24% 27% 4% 5% 18% Other GI 19% 30% 41% 9% 5% 17% Other GU 17% 30% 17% 2% 7% 9% Other Malig. 15% 21% 31% 8% 3% 18% Prostate 9% 12% 55% 5% 4% 44% Skin 33% 36% 36% 17% 5% 19% Overall 10% 20% 37% 6% 5% 24% New MRN for Cancer Resides outside Tri-county
    37. 37. Henry Ford Center for Cancer Surgery: Opportunities  Differentiate our Cancer Institute, fully partner with JFCI Develop, promote unique capabilities, publish superior outcomes, NCI  Enhance our Customer Experience Access portal: “if you have cancer, call this number…”, nurse navigation, protocols, multidisciplinary coordination of care, concierge services  Build our Internal Team Identity Virtual and Physical Space, Signage, Web Presence  Build our External Brand and Public Perception
    38. 38. Referring Physician Office - Organization Chart Jane Thornhill Administrative Director Nancy Long Concierge Supervisor 11.0 FTEs RPO Advocate Lisa Webb Data & Outreach Director Liz Knight, RN Supervisor CCS 3.0 FTEs Access Coordinator 4.0 FTEs Insurance , Communication & Data 2.5 FTEs RN Outreach Sarita Dickens Advocate Manager 4.0 FTEs Concierge 5.0 FTEs Nurse Navigators Last Modified: 4/15/2014 Dr. Steven Kalkanis Medical Director 1. FTE Clerical 5.0 FTEs Surgical Concierge
    39. 39. Vision, Business Plan, Surgeon and JFCI Buy-In, Gap Analysis Infrastructure Development: Admin, Nursing, Patie nt Advocate Support Website Development 888-777-4167 Patient Phone Triage Infrastructure JFCI, RPO, Surgical Departments PR/Marketing Plan,Creative Content Development Henry Ford Center for Cancer Surgery L A U N C H Sept. 24, 2012 May 2012
    40. 40. Vision Business Plan Surgeon and JFCI Buy-In, Gap Analysis Infrastructure Development: Admin, Nursing, Patient Advocate Support Website Development henryford.com/ cancer 888-777-4167 Patient Phone Triage Infrastructure: JFCI, RPO, Surgica l Departments PR/Marketing Plan Creative Content Development Henry Ford Center for Cancer Surgery L A U N C H September 24, 2012
    41. 41. Center for Cancer Surgery 0 200 400 600 800 1000 1200 1400 1600 2012 2013 Referrals Surgeries
    42. 42. Karmanos Henry Ford Health System Beaumont U of M St. John Providence DMC Oakwood 2004 21% 9% 18% 14% 7% 3% 3% 2014 22% 19% 18% 16% 8% 7% 2% 0% 5% 10% 15% 20% 25% Preference Tri-County: Cancer
    43. 43. Southeast Michigan – System Share Adult Cancer Discharges YTD 2012 Discharges Market Discharges Market to 2013 Top 10 Hospitals SEM (YTD Change) Hospital Share Hospital Share % Change Henry Ford Health System 2149 16.6% 1905 16.2% -12.8% Beaumont Hospitals 1767 13.6% 1728 14.7% -2.3% St John Providence Health 1986 15.3% 1689 14.4% -17.6% DMC Vanguard 1053 8.1% 941 8.0% -11.9% Oakwood Healthcare 965 7.4% 843 7.2% -14.5% St Joseph Mercy Health System 847 6.5% 826 7.0% -2.5% University Michigan Health Sys 627 4.8% 567 4.8% -10.6% McLaren Health 469 3.6% 427 3.6% -9.8% Botsford 350 2.7% 310 2.6% -12.9% All Other 2757 21.3% 2501 21.3% -10.2% Total 12970 100.0% 11737 100.0% -10.5% 01/2012 - 06/2012 01/2013 - 06/2013 Source: MIDB
    44. 44. Executive Committee: Henry Ford Center for Cancer Surgery Executive Committee: Zane Hammoud Tamer Ghanem Craig Rogers David Kwon David Nathanson Kellie McFarlin Craig Reickert Melissa Times Chris Steffes Madhu Prasad Tom Buekers Michael Mott Jack Rock Ian Lee Robert Elkus Srinivas Bhandarkar Vernon Strand Donna Tepper Rajpal Swarn Shawn Webb James Peabody Hans Stricker Riad Farah Rabbi Hanna Stefan Smietana Francis Hall Robert Stachler Marwan Kazimi Atsi Yoshida Dean Kim David Sternberg Stephen Bartol Michael Simoff Ben Movsas Steven Kalkanis, Director William Conway John Popovich Robert Chapman Scott Dulchavsky Tom Nantais Marwan Abouljoud Mani Menon Adnan Munkarah Ted Parsons Mark Rosenblum Jane Thornhill, Administrator Elizabeth Knight, Nursing Director
    45. 45. www.henryford.com/cancer
    46. 46. Game on Cancer
    47. 47. Questions?

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