Quản lý bệnh viện suy nghĩ và kinh nghiệm

SEPTEMBER & 4, 2015 S E D O N A H O T E L Y AN G O N , M Y AN M A R Dr Dilshaad Ali Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 Physician engaged caregiver environments - a hospital manager’s dream Bringing international healthcare standards to Vietnam since 2003 Consumerism in health care is based on the idea that individuals should have greater control over decisions affecting their health care Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 DECISIONS        Physician Provider Modalities of treatment Accessibility Length of stay Technology Cost Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 Patients judge their experience by the way they are treated as a person not by the way they are treated for their disease.” Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 No, we are not just selling outcomes! It is all about Experiences Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 PATIENT CENTERED CARE Patient centered care puts the patient and their caregivers (i.e., family, close friends) as an integral part of the health care team Bringing international healthcare standards to Vietnam since 2003 PATIENT-CENTRICITY  Team approach to care where the patient and their caregivers are central players on the team  Requires that physicians, hospitals, insurers, pharmas to be caregivers Bringing international healthcare standards to Vietnam since 2003 Dr is not GOD (anymore) Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003 Down comes the Primadonna • Physicians today face the challenge of integrating themselves into an interconnected network of care that transcends beyond themselves • Healthcare managers need to adopt an inclusive approach deploying inclusive and consultative methods to engage physicians Bringing international healthcare standards to Vietnam since 2003 You Dr…I Manager!! Bringing international healthcare standards to Vietnam since 2003 Just like the tenors… Bringing international healthcare standards to Vietnam since 2003 Define the strategic point – patient experience Bringing international healthcare standards to Vietnam since 2003 The AXIS of Engagement Communicate Physician Engagement Empower Bringing international healthcare standards to Vietnam since 2003 Build BUILD PHYSICIAN LEADERSHIP • Create formal physician leadership roles • Select/appoint “right” physicians • Clarify expectations • Train & Develop Bringing international healthcare standards to Vietnam since 2003 BUILD PHYSICIAN LEADERSHIP • • • • • Recognition Support Compensation Incentive schemes Succession planning • Talent management Bringing international healthcare standards to Vietnam since 2003 COMMUNICATION • • • • • Developing a communication plan Written communication SOPS / Work instructions Using a unifying language Developing physician communication & listening skills Bringing international healthcare standards to Vietnam since 2003 Communication • Formal/informal faceto-face meetings • Transparent and open information exchange • Record and implement action plans • Global dissemination of information – everyone on the same page Bringing international healthcare standards to Vietnam since 2003 Empower • • • • • Participating in physician orientation Developing physicianhospital compacts Involving physicians in decision-making and strategies Developing common goals Enforcing professional behavior Bringing international healthcare standards to Vietnam since 2003 Empower • Visible leadership by physician • Transparency • Responsiveness • Allow trial and error • Take physician input / feedback seriously • Accept differences within rationality • Encourage innovation • Create joint accountability Bringing international healthcare standards to Vietnam since 2003 Physician Engaged Hospitals • Both non-clinical and clinical employees, especially physicians • Attract, develop & retain the best talent • Exceptional patient experience • Grow as institutions of excellence • Enhance business growth • High levels of stakeholder satisfaction Bringing international healthcare standards to Vietnam since 2003 Bringing international healthcare standards to Vietnam since 2003