Community Provider Survey - Results Update
Thank you! We are grateful to everyone who shared their thoughts through the Community Survey last November. Feedback from 178 providers is helping us shape initiatives around the things that matter most.
The survey questions focused on Access and Communication and provided the opportunity to share general feedback and/or suggestions. Here is what we learned from the responses:
Physician Priority Link (PPL) is appreciated. It received 99% positive scores – reflecting the highest positive feedback.
88% of responders indicated they recognize how/who to contact with problems/issues.
Collaboration in caring for patients is top-of-mind for many providers.
Access and Communication have room for improvement.
There is recognition and appreciation for the care CCHMC provides.
Access - Work to improve access is ongoing. The ambulatory team, led by Catherine Hart, MD, created an expanded definition of ‘access’ to help propel this work forward internally. The new organizational definition for Access is: Patients will access care when, where and how they need it at locations that are convenient for them using a wide range of modalities. Having an organizational commitment to this definition is creating a cultural shift at Children’s and informing clearer priorities. Key access accomplishments this year are expanding online appointment scheduling and expanding the use of MyChart.
Communication – Communication work is being led by Shelly Voet, MD and the Community Practice Advisory Council (comprised of several community physicians). Several initiatives are in place with new ones being developed by collaborating with departments throughout Children’s. Communication accomplishments and areas of focus are:
Direct Message/E-Consult enable PCPs to connect with 26 specialties for non-urgent clinical questions.
Consult Letter Improvement Project is in a pilot phase with 5 divisions. The intent is to send new visit consult letters with a more consistent format by bringing the Assessment/Plan to the first page.
PCP Communication strategies are part of ongoing work with Hospital Medicine, NICU, Emergency Med, and the Trauma team specifically.
Community Practice Support Tools are resources being developed to help clinical decision making and complement virtual education topics. 50+ have been created so far.
An Urgent Text Messaging system is in pilot phase and will notify users (by SMS text) of same-day issues that could disrupt patient care. Details to ‘opt-in’ to the system should be available soon.
Your feedback helps develop and refine processes so that we can continue to improve and collaborate more effectively. We are still in the process of sharing the survey results internally with divisions. Internal audiences have been receptive to the feedback and engaged in the improvement work. We hope you will continue to recognize how your input is creating positive changes moving forward.