Springfield Clinic is Illinois’ second-largest non-public, multispecialty medical group with greater than 675 suppliers in over 80 medical specialties and subspecialties. The group’s chief model and advocacy officer, Zach Kerker, just lately spoke with Healthcare Innovation about working with Well being Word, a scientific documentation firm, on digitizing the affected person expertise, because the clinic additionally implements the athenaOne EHR in all areas throughout the 20 counties it serves in Illinois.
Healthcare Innovation: Your title is chief model and advocacy officer. How do branding and advocacy come collectively in your position?
Kerker: It has been a bizarre journey. I am really a sports activities broadcaster by commerce. I labored in tv, affiliate sports activities, after which left to go do a sports activities net channel right here in Springfield, Illinois. I got here right here as a director of promoting of Springfield Clinic, and constructed our our advertising division, our communications division and rebranded. Then we constructed a affected person expertise division. I feel that affected person expertise is aligned with the advertising aspect. After we’re branding, once we’re advertising ourselves, we’re telling individuals what we would like them to consider us. The affected person expertise information is telling us whether or not what we predict we are literally aligns with what the sufferers consider us. You possibly can’t lose the belief of your sufferers.
On the advocacy aspect, we ended up in a giant dispute with a serious insurance coverage provider again in mid-2021. It was a really public and kind of ugly expertise. We actually did not have anyone on our workforce from a PR standpoint or a authorities advocacy standpoint or a group outreach standpoint, who was attempting to guarantee that we had been working with different group stakeholders in order that they understood why we had been within the place we had been in, and dealing with legislators to guarantee that they understood what was taking place. That has grown into me advocating on the Legislature on payments touching issues like prior authorization and community adequacy.
HCI: What are some issues you might be engaged on to enhance affected person expertise?
Kerker: We needed to create a extra trendy expertise — the identical manner you go browsing to make a reservation for a restaurant anytime, they usually requested you should you want something particular lodging. It is best to be capable to schedule an appointment on-line. By Well being Word, sufferers can fill in all of the pre-registration at their leisure. We needed to create choices that gave sufferers on-demand alternative to finish the steps that may permit us to look after them appropriately. And Well being Notes has been an incredible companion in on-line scheduling and the pre-registration course of. You possibly can pay your co-pay earlier than you stroll within the door on-line. It should keep in mind your bank card. These are easy issues that you just expertise in another retail business. After we checked out in 114,000 affected person surveys, these had been at all times ache factors, and now it is the factor that sufferers say they liked essentially the most. So it was simply apparent.
HCI: There are in all probability a number of distributors providing one of these answer. What stood out about Well being Word to you?
Kerker: Well being Word sits on the desk with us and tries to assist us remedy issues fairly than saying this is our answer, take it or depart it. They wish to be downside solvers with you. We’ve 90 specialties in our group with distinctive processes and workflows and pre-registration processes and kinds, so you’ll be able to’t apply a one-size-fits-all method throughout all of them.
HCI: Did you begin with a pilot in a number of clinics after which develop throughout the entire system?
Kerker: Sure, we’re at completely different levels of implementation from pilot into full-scale rollout on self-scheduling and pre-registration kinds.
HCI: Is it a cultural change for the clinics themselves to implement one thing the place the sufferers select their very own time for appointments?
Kerker: Sure. They’re used to having complete management over that and having their entrance employees do it. You must name and wait on a telephone. However the pilot allowed us to indicate the worth of it and the quantity of sufferers benefiting from it. The worth-add is self-evident, however it’s a big thoughts shift within the healthcare area to surrender a few of that management.
HCI: Well being Word has an integration with athenahealth’s EHR and I perceive Springfield Clinic is deploying athenaOne now. Did that assist?
Kerker: We’re in the course of an athena roll-out. We’re about midway by it. One of many massive promoting factors for athena is that it actually does permit for bolt-on attachments. As a result of the scope of labor of an EHR is so broad, it’s totally tough for any EHR to do area of interest issues so effectively. So the areas that you just actually wish to optimize, you’ve got to search out companions that do this as their main operate. And that is why Well being Word is such companion on this, as a result of they reside and breathe this.
HCI: Are there different affected person engagement enhancements from athena? Maybe a greater affected person portal?
Kerker: Little question, however the advanced factor is determining precisely the place the affected person engagement items intersect. We’re excited in regards to the affected person portal expertise. You possibly can schedule appointments by the affected person portal in athena. Then the query is, how a lot can we do of that and the way a lot can we do by Well being Word? We really feel like now we have to create a pathway each for a web-based expertise after which additionally a portal-based expertise to accommodate whichever manner the affected person desires to go.
HCI: Is your workforce measuring the impression of this automation on the discount in administrative workload that the clinic employees has to do and does it maybe free them as much as do different issues?
Kerker: Sure. What we actually discovered is that it permits us to re-allocate positions to different spots. And definitely, as we’re altering EHRs, it is all palms on deck. However this is what I feel is a very powerful factor that it does: When a affected person is available in, as an alternative of me taking a look at my display screen and asking you information entry questions, date of beginning, motive for go to, and many others., these are already accomplished. Whenever you get right here, now I am making eye contact with you. I am welcoming you. I am making small discuss with you. I am asking you what we will do to handle you till you get again into the examination room. And it creates a extra private expertise. So it does create potential for FTE optimization, however a very powerful factor that it does is it creates a extra human expertise, which is sort of ironic. You employ know-how to do all the information entry, but it surely permits individuals to have interaction with each other once they are available, and that is the sort of expertise that we needed to create.
