APPROACH TO PROBLEM SOLVING
During fiscal year 2013, TJUH targeted “communication with physicians” for improvement as this HCAHPS domain was at 76% (trended July to September, 2010). The primary challenge to improving this score was that of physician investment and buy-in.
Engagement of physicians was achieved through the creation of the Physician CARE (Communication, Attention, Respect, and Expertise) task force. Identified as essential for success were:
·Investment by physician specialty departments/stakeholders
·Strong support by hospital leadership and the engagement of physician stake holders and physician leaders
·Increasing physician understanding of and access to patient experience scores
Kunkel, MD, Elisabeth; Krekun, MD, Susan; Arfaa, PhD, MHSA, Jennifer Jasmine; Gates, MSN, RN, Eleanor; McGinley, PhD, RN, Mary Ann; Katz, MD, Leo; Miller, MD, MPH, Andrew; Line, PhD, Cynthia; and Heavens, Teresa, "Physician CARE: Best Practices in Patient-Centered Care" (2013). Department of Psychiatry and Human Behavior Faculty Papers. Paper 18.