The document describes a workshop on measuring physician relations return on investment. It discusses how three organizations, including Baystate Health, demonstrate results from their physician relations programs. At Baystate Health, their physician liaison program led to $8 million in new annual revenue, a 25 to 1 return on their $316,000 investment. Their liaisons conduct over 1,400 face-to-face visits annually and help fill new specialist panels 50% faster. The workshop aims to help others learn from these examples on tracking measures that align with goals and demonstrating physician relations program value.
When you fall ill, you are likely to be scared and confused. While your doctor can provide you with medical care, patients need much more than just prescriptions and pills. They need:
Emotional support and hand holding
Information to understand their disease and to explore different treatment options
Protection against medical errors and ensure care is being properly coordinated
Help with filling up forms and claiming reimbursement from the insurance company
Help in communicating efficiently with doctors, getting a second opinion and navigating a hospital’s labyrinthine maze
This book explains what patient advocacy is, what patient advocates do and how they can help patients. Anyone who is ill or wants to help a person who is ill will find this book a useful resource. We all need a helping hand especially when we are sick !
Why is physician engagement strategically important? How can you design a strategy that is laser-focused on increasing clinical demand by ensuring your medical staff is aligned?
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Pharmacists must provide a clear and compelling description of the product or service that they are marketing. This is crucial for business and marketing communication plans
When you fall ill, you are likely to be scared and confused. While your doctor can provide you with medical care, patients need much more than just prescriptions and pills. They need:
Emotional support and hand holding
Information to understand their disease and to explore different treatment options
Protection against medical errors and ensure care is being properly coordinated
Help with filling up forms and claiming reimbursement from the insurance company
Help in communicating efficiently with doctors, getting a second opinion and navigating a hospital’s labyrinthine maze
This book explains what patient advocacy is, what patient advocates do and how they can help patients. Anyone who is ill or wants to help a person who is ill will find this book a useful resource. We all need a helping hand especially when we are sick !
Why is physician engagement strategically important? How can you design a strategy that is laser-focused on increasing clinical demand by ensuring your medical staff is aligned?
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Pharmacists must provide a clear and compelling description of the product or service that they are marketing. This is crucial for business and marketing communication plans
Analysis of what patient services proposed by pharma companies should be. This document explains: 1. why patient centricity is essential? - 2. how to craft a patient-centric strategy? - 3. How to implement patient-centric initiatives?
Definition: Patient-Centered Care
Definition Patient-centered care (patient centred care): “Is a model in which providers partner with families to identify and satisfy the full range of patient needs and preferences.”
To expand this definition, patient-centered care is dependent on the involvement of the staff and care team as well.
“To succeed, a patient-centered approach must also address the staff experience as staff’s ability and inclination to effectively care for patients is unquestionably compromised if they do not feel care for themselves" (Picker Institute).
Researchers from Harvard Medical School, on behalf of Picker Institute and The Commonwealth Fund, defined seven primary dimensions of patient-centered care model.
These factors are identified as:
Respect for patients’ values, preferences and expressed needs
Coordination and integration of care
Information, communication and education
Physical comfort
Emotional support and alleviation of fear and anxiety
Involvement of family and friends
Transition and continuity
Four Population Health Management Strategies that Help Organizations Improve ...Health Catalyst
Population health management (PHM) strategies help organizations achieve sustainable outcomes improvement by guiding transformation across the continuum of care, versus focusing improvement resources on limited populations and acute care. Because population health comprises the complete picture of individual and population health (health behaviors, clinical care social and economic factors, and the physical environment), health systems can use PHM strategies to ensure that improvement initiatives comprehensively impact healthcare delivery.
Organizations can leverage four PHM strategies to achieve sustainable improvement:
Data transformation
Analytic transformation
Payment transformation
Care transformation
During the webinar, attendees will be presented with:
- An overview of the basic roles and responsibilities of federal and provincial governments within our healthcare system
- A review of the key players and structures operating within the system
- The differences between engaging politicians and bureaucrats when advocating within the healthcare system. Each has important and different roles to play.
Are you searching for professional templates and slides to design a professional PPT on customer acquisition? Well if yes, then select our content ready customer acquisition plan PowerPoint presentation slides. Use this customer acquisition management PowerPoint presentation to demonstrate a lot of techniques utilized to oversee customers prospects and request created by marketing. This customer relationship management presentation PPT includes a template on numerous relevant subtopics such as acquisition strategy plan, nurturing, email and marketing automation, and sale enablement checklist. With the help of these editable consumer services strategies presentation slides, you will be able to train your group members how to convince clients to buy the products and services. You can utilize these PowerPoint slides to illustrate the concept of customer relationship management, consumer experiences, customer retention, customer attainment, customer services, customer satisfaction, sale improvement, and business development. With the use of graphs, chart, pareto, and pie charts in your presentation, you will be easily able to showcase the ratio of satisfied and unsatisfied customers. So, do not delay and rapidly download these customer acquisition strategies presentation slides. Give a boost to entrepreneurial enterprise with our Customer Acquisition Strategies PowerPoint Presentation Slides. They allow dreams to develop.
By the Numbers: The Importance of Healthcare Consumer ExperienceInfluence Health
The age of healthcare consumerism is here. We've gathered the statistics and insights to show you not only why you need to be paying more attention to your patients' and consumers' needs but also help make a business case for technologies and services to help you deliver better digital experiences.
This is a copy of my presentation from the 2012 AAM GIA Professional Development Conference in Palm Springs, California. The topic is marketing to referring physicians. Presenters: Dan Dunlop and Jill Lawlor.
Using CRM to Make Physician Referral Networking/Tracking Easier 10 09 ModifiedSuzanne Dewey
What kinds of CRM tools are available to help a physician relations effort with physician tracking? Overview of tools and benefits for physician referral development.
Analysis of what patient services proposed by pharma companies should be. This document explains: 1. why patient centricity is essential? - 2. how to craft a patient-centric strategy? - 3. How to implement patient-centric initiatives?
Definition: Patient-Centered Care
Definition Patient-centered care (patient centred care): “Is a model in which providers partner with families to identify and satisfy the full range of patient needs and preferences.”
To expand this definition, patient-centered care is dependent on the involvement of the staff and care team as well.
“To succeed, a patient-centered approach must also address the staff experience as staff’s ability and inclination to effectively care for patients is unquestionably compromised if they do not feel care for themselves" (Picker Institute).
Researchers from Harvard Medical School, on behalf of Picker Institute and The Commonwealth Fund, defined seven primary dimensions of patient-centered care model.
These factors are identified as:
Respect for patients’ values, preferences and expressed needs
Coordination and integration of care
Information, communication and education
Physical comfort
Emotional support and alleviation of fear and anxiety
Involvement of family and friends
Transition and continuity
Four Population Health Management Strategies that Help Organizations Improve ...Health Catalyst
Population health management (PHM) strategies help organizations achieve sustainable outcomes improvement by guiding transformation across the continuum of care, versus focusing improvement resources on limited populations and acute care. Because population health comprises the complete picture of individual and population health (health behaviors, clinical care social and economic factors, and the physical environment), health systems can use PHM strategies to ensure that improvement initiatives comprehensively impact healthcare delivery.
Organizations can leverage four PHM strategies to achieve sustainable improvement:
Data transformation
Analytic transformation
Payment transformation
Care transformation
During the webinar, attendees will be presented with:
- An overview of the basic roles and responsibilities of federal and provincial governments within our healthcare system
- A review of the key players and structures operating within the system
- The differences between engaging politicians and bureaucrats when advocating within the healthcare system. Each has important and different roles to play.
Are you searching for professional templates and slides to design a professional PPT on customer acquisition? Well if yes, then select our content ready customer acquisition plan PowerPoint presentation slides. Use this customer acquisition management PowerPoint presentation to demonstrate a lot of techniques utilized to oversee customers prospects and request created by marketing. This customer relationship management presentation PPT includes a template on numerous relevant subtopics such as acquisition strategy plan, nurturing, email and marketing automation, and sale enablement checklist. With the help of these editable consumer services strategies presentation slides, you will be able to train your group members how to convince clients to buy the products and services. You can utilize these PowerPoint slides to illustrate the concept of customer relationship management, consumer experiences, customer retention, customer attainment, customer services, customer satisfaction, sale improvement, and business development. With the use of graphs, chart, pareto, and pie charts in your presentation, you will be easily able to showcase the ratio of satisfied and unsatisfied customers. So, do not delay and rapidly download these customer acquisition strategies presentation slides. Give a boost to entrepreneurial enterprise with our Customer Acquisition Strategies PowerPoint Presentation Slides. They allow dreams to develop.
By the Numbers: The Importance of Healthcare Consumer ExperienceInfluence Health
The age of healthcare consumerism is here. We've gathered the statistics and insights to show you not only why you need to be paying more attention to your patients' and consumers' needs but also help make a business case for technologies and services to help you deliver better digital experiences.
This is a copy of my presentation from the 2012 AAM GIA Professional Development Conference in Palm Springs, California. The topic is marketing to referring physicians. Presenters: Dan Dunlop and Jill Lawlor.
Using CRM to Make Physician Referral Networking/Tracking Easier 10 09 ModifiedSuzanne Dewey
What kinds of CRM tools are available to help a physician relations effort with physician tracking? Overview of tools and benefits for physician referral development.
This presentation by Gelb Consulting performed during the annual NACCDO-PAN conference outlines howto manage referrer relationships. In this presentation, the case study revolves around OSUCCC-James - The James began an initiative to seek insight on the experience provided to referring physicians as well as glean key drivers for referrals and satisfaction. The James' goals included an action-based physician relations management program and ultimately increasing referrer loyalty.
The 3rd Physician Liaison Summit – Chicago provides real-life examples and strategies for liaisons to strengthen their programs, capture referrals, and increase hospital/health system revenue. This meeting provides proven methods and best practices from your local peers who are leaders in the field as they share insight and tips on how to adapt and implement these same methods into your hospital/health system. Conveniently located, this Midwest Summit is a must-attend meeting for all physician liaisons – whether new to the role, or in a leadership position with years of experience.
Discover how to use analytics to drive objectives and results.
Establish value both internally and in referrers' offices.
Prepare for the future of the liaison role.
http://www.worldcongress.com/events/HL14020/
American Marketing Association, Executive SummitRenown Health
A presentation by Suzanne Hendery of Baystate Health on the importance of asking, listening and consistently delivering on an excellent healthcare experience.
Think Your Patients Are Loyal? Think Again. It Takes Work!Renown Health
Accenture provides latest insights on patient loyalty. Suzanne Hendery from Baystate Health shares successful best practices on consistently engaging seniors and women to drive loyalty.
These are the slides from my presentation at the 2014 Conference of the American Association of Physician Liaisons. The title of the presentation was "Integrating Social & Digital Media Into Physician Relations."
10 Must Know Techniques for Managing Physician Relations in Today's Digital W...Endeavor Management
10 Must Know techniques for managing physician relations is Today’s digital world including 4 techniques to help you increase physician engagement, 3 ideas for enhancing strategic planning and 3 tips on demonstrating program effectiveness.
2017 Physician Strategies Webinar Series - Physician Relations StructureEndeavor Management
Acquire insight into how to develop a more strategic and operational approach that can grow your organization’s physician referral base in a continually evolving accountable care environment.
Why is physician engagement strategically important? How can you design a strategy that is laser-focused on increasing clinical demand by ensuring your medical staff is aligned?
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Build Physician Relationships that Drive Business Results; Part 1Renown Health
Baystate Health has established a comprehensive, data-driven approach to cultivate new physician referrals, retain current business and earn trust. Learn how market intelligence, business analytics and customer experience design are used to focus physician outreach efforts and drive bottom line results.
Build Physician Relationships that Drive Business Results; Part 2Renown Health
Baystate Health has established a comprehensive, data-driven approach to cultivate new physician referrals, retain current business and earn trust. In this presentation, learn how market intelligence, business analytics and customer engagement are used to focus physician outreach efforts and drive bottom line results.
Leading the Customer Experience Revolution: Baystate Health, Cleveland Clinic...Renown Health
Leading the Customer Experience Revolution. Customer experience is radically shifting to the forefront in healthcare. Examine the leadership role of marketing in driving excellence in service design, patient experience, and social engagement.
Margaret Coughlin, SVP and Chief Marketing & Communications Officer
Boston Children’s Hospital (Boston, MA); Suzanne Hendery, VP, Marketing & Public Affairs, Baystate Health (Springfield, MA); Paul Matsen, Chief Marketing & Communications Officer Cleveland Clinic (Cleveland, OH); Linda MacCracken, (Facilitator), Senior Principal, Accenture. Presented at the 2016 Healthcare Marketing & Physician Strategies Summit, Chicago, 5/22/2016
Similar to Measuring Physician Relations ROI; Tools & Techniques (20)
The Clinician's Role in Developing a Patient Experience StrategyRenown Health
Learn how clinicians and marketing consultants can work together to develop a patient experience strategy that enables team to work at the highest levels and achieve outstanding results.
Engaging Physicians & Customers in the ExperienceRenown Health
Learn how to merge 2 or more cultures into one. Read how this is important especially as competitors become collaborators. Read how the chief physician and vice president of marketing worked together with team members, referring physicians and patients to exceed customer expectations for service and its resulting impact on increasing referrals and volumes.
Global launch of the Healthy Ageing and Prevention Index 2nd wave – alongside...ILC- UK
The Healthy Ageing and Prevention Index is an online tool created by ILC that ranks countries on six metrics including, life span, health span, work span, income, environmental performance, and happiness. The Index helps us understand how well countries have adapted to longevity and inform decision makers on what must be done to maximise the economic benefits that comes with living well for longer.
Alongside the 77th World Health Assembly in Geneva on 28 May 2024, we launched the second version of our Index, allowing us to track progress and give new insights into what needs to be done to keep populations healthier for longer.
The speakers included:
Professor Orazio Schillaci, Minister of Health, Italy
Dr Hans Groth, Chairman of the Board, World Demographic & Ageing Forum
Professor Ilona Kickbusch, Founder and Chair, Global Health Centre, Geneva Graduate Institute and co-chair, World Health Summit Council
Dr Natasha Azzopardi Muscat, Director, Country Health Policies and Systems Division, World Health Organisation EURO
Dr Marta Lomazzi, Executive Manager, World Federation of Public Health Associations
Dr Shyam Bishen, Head, Centre for Health and Healthcare and Member of the Executive Committee, World Economic Forum
Dr Karin Tegmark Wisell, Director General, Public Health Agency of Sweden
CHAPTER 1 SEMESTER V - ROLE OF PEADIATRIC NURSE.pdfSachin Sharma
Pediatric nurses play a vital role in the health and well-being of children. Their responsibilities are wide-ranging, and their objectives can be categorized into several key areas:
1. Direct Patient Care:
Objective: Provide comprehensive and compassionate care to infants, children, and adolescents in various healthcare settings (hospitals, clinics, etc.).
This includes tasks like:
Monitoring vital signs and physical condition.
Administering medications and treatments.
Performing procedures as directed by doctors.
Assisting with daily living activities (bathing, feeding).
Providing emotional support and pain management.
2. Health Promotion and Education:
Objective: Promote healthy behaviors and educate children, families, and communities about preventive healthcare.
This includes tasks like:
Administering vaccinations.
Providing education on nutrition, hygiene, and development.
Offering breastfeeding and childbirth support.
Counseling families on safety and injury prevention.
3. Collaboration and Advocacy:
Objective: Collaborate effectively with doctors, social workers, therapists, and other healthcare professionals to ensure coordinated care for children.
Objective: Advocate for the rights and best interests of their patients, especially when children cannot speak for themselves.
This includes tasks like:
Communicating effectively with healthcare teams.
Identifying and addressing potential risks to child welfare.
Educating families about their child's condition and treatment options.
4. Professional Development and Research:
Objective: Stay up-to-date on the latest advancements in pediatric healthcare through continuing education and research.
Objective: Contribute to improving the quality of care for children by participating in research initiatives.
This includes tasks like:
Attending workshops and conferences on pediatric nursing.
Participating in clinical trials related to child health.
Implementing evidence-based practices into their daily routines.
By fulfilling these objectives, pediatric nurses play a crucial role in ensuring the optimal health and well-being of children throughout all stages of their development.
CRISPR-Cas9, a revolutionary gene-editing tool, holds immense potential to reshape medicine, agriculture, and our understanding of life. But like any powerful tool, it comes with ethical considerations.
Unveiling CRISPR: This naturally occurring bacterial defense system (crRNA & Cas9 protein) fights viruses. Scientists repurposed it for precise gene editing (correction, deletion, insertion) by targeting specific DNA sequences.
The Promise: CRISPR offers exciting possibilities:
Gene Therapy: Correcting genetic diseases like cystic fibrosis.
Agriculture: Engineering crops resistant to pests and harsh environments.
Research: Studying gene function to unlock new knowledge.
The Peril: Ethical concerns demand attention:
Off-target Effects: Unintended DNA edits can have unforeseen consequences.
Eugenics: Misusing CRISPR for designer babies raises social and ethical questions.
Equity: High costs could limit access to this potentially life-saving technology.
The Path Forward: Responsible development is crucial:
International Collaboration: Clear guidelines are needed for research and human trials.
Public Education: Open discussions ensure informed decisions about CRISPR.
Prioritize Safety and Ethics: Safety and ethical principles must be paramount.
CRISPR offers a powerful tool for a better future, but responsible development and addressing ethical concerns are essential. By prioritizing safety, fostering open dialogue, and ensuring equitable access, we can harness CRISPR's power for the benefit of all. (2998 characters)
Antibiotic Stewardship by Anushri Srivastava.pptxAnushriSrivastav
Stewardship is the act of taking good care of something.
Antimicrobial stewardship is a coordinated program that promotes the appropriate use of antimicrobials (including antibiotics), improves patient outcomes, reduces microbial resistance, and decreases the spread of infections caused by multidrug-resistant organisms.
WHO launched the Global Antimicrobial Resistance and Use Surveillance System (GLASS) in 2015 to fill knowledge gaps and inform strategies at all levels.
ACCORDING TO apic.org,
Antimicrobial stewardship is a coordinated program that promotes the appropriate use of antimicrobials (including antibiotics), improves patient outcomes, reduces microbial resistance, and decreases the spread of infections caused by multidrug-resistant organisms.
ACCORDING TO pewtrusts.org,
Antibiotic stewardship refers to efforts in doctors’ offices, hospitals, long term care facilities, and other health care settings to ensure that antibiotics are used only when necessary and appropriate
According to WHO,
Antimicrobial stewardship is a systematic approach to educate and support health care professionals to follow evidence-based guidelines for prescribing and administering antimicrobials
In 1996, John McGowan and Dale Gerding first applied the term antimicrobial stewardship, where they suggested a causal association between antimicrobial agent use and resistance. They also focused on the urgency of large-scale controlled trials of antimicrobial-use regulation employing sophisticated epidemiologic methods, molecular typing, and precise resistance mechanism analysis.
Antimicrobial Stewardship(AMS) refers to the optimal selection, dosing, and duration of antimicrobial treatment resulting in the best clinical outcome with minimal side effects to the patients and minimal impact on subsequent resistance.
According to the 2019 report, in the US, more than 2.8 million antibiotic-resistant infections occur each year, and more than 35000 people die. In addition to this, it also mentioned that 223,900 cases of Clostridoides difficile occurred in 2017, of which 12800 people died. The report did not include viruses or parasites
VISION
Being proactive
Supporting optimal animal and human health
Exploring ways to reduce overall use of antimicrobials
Using the drugs that prevent and treat disease by killing microscopic organisms in a responsible way
GOAL
to prevent the generation and spread of antimicrobial resistance (AMR). Doing so will preserve the effectiveness of these drugs in animals and humans for years to come.
being to preserve human and animal health and the effectiveness of antimicrobial medications.
to implement a multidisciplinary approach in assembling a stewardship team to include an infectious disease physician, a clinical pharmacist with infectious diseases training, infection preventionist, and a close collaboration with the staff in the clinical microbiology laboratory
to prevent antimicrobial overuse, misuse and abuse.
to minimize the developme
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The Importance of Community Nursing Care.pdfAD Healthcare
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Pubrica’s team of researchers and writers create scientific and medical research articles, which may be important resources for authors and practitioners. Pubrica medical writers assist you in creating and revising the introduction by alerting the reader to gaps in the chosen study subject. Our professionals understand the order in which the hypothesis topic is followed by the broad subject, the issue, and the backdrop.
https://pubrica.com/academy/case-study-or-series/how-many-patients-does-case-series-should-have-in-comparison-to-case-reports/
1. Measuring Physician Relations ROI:Measuring Physician Relations ROI:
Techniques and ToolsTechniques and Tools
Special Workshop Session: Wednesday, April 15, 2015; 12:30-2:30 p.m.Special Workshop Session: Wednesday, April 15, 2015; 12:30-2:30 p.m.
Suzanne Hendery
VP, Marketing & Public Affairs
Baystate Health
Mitzi Kent, RN BSN
Senior Director, National Physician Liaison Program
LifePoint Hospitals
Summer M. Lesic
Group Director, Provider Relations,
Mountains and North Denver Operating Group
St. Anthony Hospital
2. 2
2
Suzanne Hendery
Vice President
Marketing & Public Affairs
Baystate Health, Springfield, MA
Summer M. Lesic
Group Director, Provider Relations
Mountains and North Denver Operating Group
St. Anthony Hospital, Lakewood, CO
Mitzi Kent RN BSN
Senior Director
National Physician Liaison Program
LifePoint Hospitals, Nashville, TN
3. 3
3
Learning Objectives
• Recognize that for physician relations teams to be
successful they must be accountable for measuring and
reporting return on investment for relationship sales efforts.
• Learn how three different organizations are demonstrating
results through tracking and reporting measures that align
with organizational goals. Examine their ROI models. Hear
how to get internal buy-in and a shared sense of purpose.
4. 4
4
Suzanne Hendery - Biography
• Suzanne serves as Vice President, Marketing & Public Affairs for Baystate Health,
a Top 100 Integrated Delivery System of four hospitals. Baystate Health is the
health care leader in Western Massachusetts and one of the largest employers
with 400 employed physicians and 11,000 employees. Suzanne oversees an in-
house marketing, public affairs, loyalty, special events and physician relations
agency of 24 professionals. Over the last 20 years the team has achieved national
recognition for their innovative communications and focus on the patient and
physician. Personally, she is dedicated to creating a team and communications
that are "Best of Class" and works to create a collaborative work environment
where staff can grow, contribute and share in the satisfaction of a job well done.
Suzanne has a Master's Degree in Marketing Communications from The
University of Connecticut and a Bachelor's Degree in Media Systems and
Management from Westfield State University.
5. 5
5
Baystate Health- Who We Are
Baystate Health, a Top 15 Integrated Delivery System of four hospitals, includingBaystate Health, a Top 15 Integrated Delivery System of four hospitals, including
Baystate Medical Center, the largest hospital outside Boston and the WesternBaystate Medical Center, the largest hospital outside Boston and the Western
Campus of Tufts University School of Medicine. Baystate is the health care leader inCampus of Tufts University School of Medicine. Baystate is the health care leader in
Western Massachusetts with an insurance plan (HNE) and one of the largestWestern Massachusetts with an insurance plan (HNE) and one of the largest
employers with 400 employed physicians/providers, 11,500 employees and 1500employers with 400 employed physicians/providers, 11,500 employees and 1500
independent physicians in a 100 mile radiusindependent physicians in a 100 mile radius..
6. 6
6
Baystate’s Approach
Comprehensive
Breast
Center
&
Radiology &
Imaging
(2 Sites)
• Serve as “value added” for referring providers
– One “point person” in the field for access, response
– Support for navigating the referral process
– Expedite consults/appointments – particularly for new,
complex and/or acutely ill patients (Gold Card)
– Consistently communicate back to the referring physician
and primary providers
• And as a result, retain current referrals, earn trust and
additional referrals
7. 7
7
Physician Liaisons-Baystate
2 Physician Liaisons Existing
Entity-Based
Representatives
Collaboration
Field
Intelligence
Data
Analytics
~ Primary Duties ~
•2.0 FTEs are solution shop
for referring physicians (300
each)
•Spend 70% of time with
physicians in the field for
growth/ retention
•Ensure thorough
understanding, match needs
with BH specialists and
clinical services, effectively
triage issues/concerns
•Develop relationships with
internal stakeholders to
further support growth of
referrals from physicians,
practices
Vice President
Marketing & Public Affairs
8. 8
8
Clinical & Marketing Partnership
Service Providers/Service Lines agree to:
Ensure ongoing operational readiness
Collaborate on challenging scheduling requests, issue resolution
Collaborate with Physician Liaisons & Director of Referral Line
Support messaging
Provide quality data
Physician Leaders agree to:
Endorse the concept
Build awareness of the program
Respond to referring physician concerns
Meet with providers/referring physicians as needed
Join the Physician Liaison staff in the field
Assign “Go To People” to serve as contacts for Liaisons & Referral Line
9. 9
9
9
Priority Setting Process
Criteria Service
Profile
Expressed interest in growing services
Access: 3rd
next available appointment, other
Patient Satisfaction
Quality Outcomes
Evidence of Differentiation:
e.g., highly skilled/trained providers, state/professional
organization recognition or certifications, etc.
10. 10
10
Metrics for Staff
Office of Referral Services
•Total appointments booked (new patients/returns), now: 50 week
•Days to Close (service concerns)
Physician Liaisons
•Face to face meetings with area physicians and referral staff to include at least 18
visits per week. (Activity)
•Increase patient visits to “Ready to Grow” areas from FY baseline. (Volume)
•Report out @ MD Operations Meetings: Top 3 Issues and status
•Establish and report on: 1) Referring Physician Advisory Council, 2) Referring
Practice Manager Advisory Council
•Participate in marketing plan process. Contribute to MD referral growth and
recruitment plan.
11. 11
11
Added Value
• Growth of referrals in “ready to grow” areas
• Timely street intelligence: competitive threats met head on
• Introduction of new senior leaders to key physicians/groups in market
• New specialist “onboarding” (reduce time in getting to full panel)
• Expand partnerships (insurance partner, new hospital & MDs, CVS, etc.)
• Physician Matrix by service line, a proactive MD landscape for
partnerships, employment
• Aligned with marketing/growth/revenue goals for: consumer marketing
plans, malpractice, Professional development/CMEs, GPA/ACO, EMR
12. 12
12
Reporting/Updates
• Monthly
– Visits
– Field intelligence
o Anecdotal progress – relationships and
referral business
o Feedback mechanism – service
recovery/enhancements, recruitment
• Annual Goal (with quarterly feedback)
– Interim Report Card on activity and volume goals
13. 13
13
Results – Baystate Health
Year Over Year (YOY), Physician Liaison Program
– +$8M (total adjusted new revenue) Year 1.
Annual budget: $316K; 25 to 1 investment or
2500% ROI
Other Direct Referral Business
• Contacts: 1,400 face to face visits (20+ per week) to 600 referring
physicians/staff by 2 liaisons.
• Fill panels of new specialists 50% faster.
• “Gold Card” service: since 11/13, 1039 visits have been scheduled for
BMP Specialty Practices, allowing new/urgent patients to be booked 4x
sooner, exceeding BH goal of 14 days.
• Contract and fax numbers updated for over 1000 providers to improve
communications.
• In Oncology, visits to referring providers increased referrals by over 25%.
16. 16
16
Questions/Group Discussion
• Getting internal buy-in for the measurement
approach
• Wish list of things you plan to measure in the
future
• Other topics for discussion?
Suzanne[intro] Baystate Health, a Top 15 Integrated Delivery System of four hospitals, including Baystate Medical Center, the largest hospital outside of Boston and the Western Campus of Tufts University School of Medicine. 2 FTEs Physician Liaisons, 1 year old program.
Mitzi
Summer