A recent survey of nearly 1,000 healthcare professionals[i] revealed that a majority of respondents require collaboration across the extended-care team to enable population health business models. However, results also revealed strong agreement that the current state of communication has been a barrier to achieving that collaboration. Furthermore, clinicians[ii] are waiting for more information before they take action—resulting in delayed care.
Advocate Medical Group (AMG) recognized these same issues. AMG is a physician-led medical group in the Chicago-land area, with more than 1,300 physicians and specialists at over 200 different practice sites. Our contact center currently serves about 500 physicians and 40 practice sites, and we needed a more efficient way to securely communicate with one another. Our outdated technology didn’t allow messages to be transmitted in a meaningful or a secure manner. There was also an unfulfilled need to facilitate real-time calls among physicians with secure voice and text messages. PerfectServe appeared to be the answer.
We implemented PerfectServe’s Synchrony platform in stages, which allowed us to teach our caregivers the features and customize the communication parameters for each physician. We adopted standardized processes for the entire group to help ensure the right type of information is being recorded and communicated to staff, and is consistent across the entire care team. The processes included creating standardized templates so our associates were sending the most essential information possible.
The implementation process taught us three key lessons:
- Physician engagement upfront is key: We brought the appropriate operations and physician leaders in to the design sessions, and have solicited physician feedback after they go live with the platform. We also have weekly conversations with the practices to ensure everything is running smoothly, and physicians make it a point to call us at the contact center if there are any issues. Having these regular touchpoints have helped create a smooth transition and implementation.
- Develop customized training materials for your system’s providers: In addition to using the training materials that PerfectServe provided, we realized we needed to customize parts of the implementation to standardize the platform for our specific practices and system. We didn’t want physicians to opt out of certain rules and workflows as that would interfere with the system. Customization was vital.
- Set a timeline for gradual implementation: Implementing a platform across your entire network at the same time can lead to confusion, frustration and chaos. It’s helpful to set a timeline of gradual implementation dates before the project begins. Doing so affords hospitals within the system an opportunity to make sure all the settings are right and that the doctors have programmed their PerfectServe platform based on their preferences. If there are any major adjustments to make, they can be made before onboarding the next hospital.
Through adopting a staged approach, we have experienced a successful PerfectServe implementation to date. We have also noticed many improvements within our system since we began using the platform in January 2015. Physician contact management has improved throughout our network; we now have more than 4,000 physicians using the platform across 12 different Advocate hospitals. Furthermore, 96 percent of our AMG physicians who have downloaded the smartphone app are actively using it. Our practice communication management has also improved through PerfectServe’s algorithms, which direct calls to on-call physicians and can decipher covering physicians.
Through our real-time tracking and reporting we were able to see that with time comes comfort. In December 2015 alone, our physicians had more than 4,600 interactions on the platform compared to only 481 in January 2015, when we first implemented PerfectServe. Our physicians are using PerfectServe more and more to communicate with each other. Our tracking also shows that the majority of our calls are answered within 10 minutes. Additionally, 50 percent of the messages are retrieved in 5 minutes or less, which helps deliver communication and patient care more efficiently.
PerfectServe’s technology has helped AMG grow and succeed, thanks to its focus on collaboration, secure communication and improved patient care.
Check out this video about how clinicians at Advocate Health Care use PerfectServe to communicate easily.
[i] “Healthcare professionals” includes hospitalists, primary care physicians in large offices, specialists in both hospital and office settings, nurses in hospitals, case managers, hospital administrators and office managers.
[ii] “Clinicians” includes all physician categories surveyed, nurses and case managers, and excludes hospital administrators and office managers.