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  • Hospital Impact - Don't be afraid to commit to hospital values
    of this department and after a brief introduction and a very helpful description of the department they opened the floor to questions from parents and students After a few important questions relative to internships job prospects and work abroad programs I took the opportunity to ask Would you please describe the alignment between the school s values and the business philosophy taught at the school Unfortunately it appeared I caught the department chair off guard A number of times in his response he referenced a business ethics class and then finally confirmed Tough question I have never been asked this before Did I answer the question With my continued focus on compassion and empathy in healthcare I followed up by asking specifically about the connection between the school s value of compassion and its business philosophy At this point the chair answered brilliantly He made the link between compassion and empathy and empathy to good business practices He shared how the understanding and practice of empathy improves critical thinking and leads to better decision making and that yes these are important parts of the business administration program The co chair added that they intentionally model the behaviors they are seeking to instill in their students And then the department chair said Yes we care about our values and we are not afraid to say it As healthcare leaders When was the last time you made note of your organization s values Were you doing so for a presentation or were you truly being mindful and reflecting on those values you share Do you know who is honoring your values throughout your organization Are you being intentional and looking for those who are doing so Note They may be working in your cafeteria custodial services linen service security department nursing and many other areas Are you appreciating and honoring those who are doing so Are you modeling your values Do you ever make justifications for not honoring your values How are you instilling your organization s values in your board leadership team and throughout your organization Are you ever afraid to say you honor your values without exception Want to innovate healthcare without investing huge amounts of money in technology Honor your values without question Want to improve patient and family partnerships engagement satisfaction and outcomes Honor your values without exception Want to improve employee engagement satisfaction retention and commitment Commit to your values as you would have employees do so Want to improve the financial health of your organization Actively appreciate all those who live your organization s values Want to improve the health of your community Instill these values throughout your networks Yes academia and healthcare are quite similar And each can learn from one another As healthcare leaders let s ensure we do Thomas H Dahlborg M S M is chief financial officer and vice president of strategy for NICHQ National Institute for Children s Health Quality where he focuses on improving child health and well being Leave

    Original URL path: http://www.hospitalimpact.org/index.php/2014/04/08/don_t_be_afraid_to_commit_to_hospital_va (2016-02-10)
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  • Hospital Impact - Extend focus beyond hospitals to truly improve healthcare
    recording and coding of presenting symptoms rather than simply diagnoses At a minimum he believes these improvements would help healthcare systems better track these errors Expanding healthcare system improvement and a focusing on relationship centered care which cherishes patients and families and honors their preferences throughout the healthcare continuum would be even better More than a century ago William Osler urged his students at Johns Hopkins and Oxford to listen to the patient He is telling you the diagnosis More recently as noted in BMJ the system acknowledges that the correct treatment recommendations require accurate diagnosis not only of the medical condition but of patients treatment preferences But how can a doctor recommend the right treatment without understanding the whole patient and the values the patient places on the trade offs that may occur based on the treatment course selected not to mention socioeconomic and other barriers to patient activation How can doctors best understand the whole patient and truly engage both patient and family We must create a relationship centered healthcare system that allows for time continuity and relationships so patients and clinicians can develop trust Only when we have this relationship focus will we receive and understand the patient s whole story Providers must assess and develop cultural competency skills especially primary care clinicians They also must leverage tools like emotional intelligence and motivational interviewing to ensure optimal sharing and that the patient and family preferences are heard and understood Once we create this system where the patient and clinician are in an authentic trusting relationship the patient s whole story is shared heard and known the patient and family are engaged the level of patient activation is understood the patient preferences are known then and only then can providers truly honor the patient Only then will doctors and patient co create implement study modify and assess a care pathway Only then will we be best positioned to arrive at an accurate diagnosis and correct treatment recommendation where the patient is 100 percent involved and best positioned to achieve Only then will our patients be honored cherished and safe Yes we need to address patient safety issues at the hospital level and throughout the system And yes technology and checklists are essential tools in healthcare But without a system change which allows for relationship centered care we will continue to harm our patients We can do better Thomas H Dahlborg M S M is chief financial officer and vice president of strategy for NICHQ National Institute for Children s Health Quality where he focuses on improving child health and well being Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse

    Original URL path: http://www.hospitalimpact.org/index.php/2014/03/05/hospitals_readmissions_improve_healthcar (2016-02-10)
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  • Hospital Impact
    Although I agree with the intention of the PCMH I do have significant concerns with the execution cost and impact financial and clinical outcome return on investment and the fact that the PCMH itself is becoming the end goal rather than the improved health of our communities with PCMH serving as a tool Read more Leave a comment Examining patient satisfaction incentives through different lenses December 3rd 2013 by Thomas Dahlborg My most recent Hospital Impact blog post The hidden costs of incentivizing patient satisfaction received a powerful and informative response Today we continue the conversation with feedback received via the FierceHealthcare Healthcare Leader Idea Exchange LinkedIn forum Tom S M D through the lens of patient satisfaction and process improvement highlights the folly of incentivizing patient satisfaction as well as reminds us of the need to identify the root cause of barriers to our goals Creating a financial incentive for patient satisfaction is like treating hypoglycemia with glucose It works but is short lived and does not address the underlying cause The goal is to permanently change the culture so that all the staff strive for great service e g turnaround times and are perceived as empathetic e g address pain emotional stress etc Look for systemic obstacles that prevent success such as inadequate staffing Having the right culture results in performance pride that always outperforms financial incentives Read more Leave a comment The hidden costs of incentivizing patient satisfaction November 6th 2013 by Thomas Dahlborg If a portion of my compensation is based on patient satisfaction then to maximize my reimbursement I must provide to my patients everything they want And if that means services they don t actually need be it an antibiotic or x ray so be it If I say no they are mad unsatisfied and it will cost me money These are the rules of engagement the system has created and thus these are the engagement rules I will follow This is an example of many conversations I have had with physicians working within our broken healthcare system and this is an example of an unintended consequence associated with protocols implemented by well meaning individuals who are trying to improve the system but without understanding the complexity of that system When a physician is triple booked every 15 minutes and required to generate 30 relative value units RVUs per day and on top of that is being assessed on patient satisfaction and other measures they find it easier to simply provide the answers the patient wants to hear and move on to the next patient But at what cost Read more Leave a comment Prevent a triple fail with true patient centered care October 8th 2013 by Thomas Dahlborg During the recent NEHI 2013 Innovation Conference Patient Engagement 360 two questions kept coming to mind How can the healthcare system be patient centered and engage patients without truly knowing the patient How can we provide the care the patient desires without understanding who they

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=Thomas%20Dahlborg&page=1&disp=posts&paged=5 (2016-02-10)
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  • Hospital Impact
    perspective interestingly there was nothing much to find However we found some other things that were well worth sharing with our Hospital Impact audience Read more Leave a comment What are healthcare marketers doing to capture and delight customers February 4th 2015 by Andrea J Simon On Dec 4 2014 Hospital Impact published my blog Healthcare Marketing Capitalize on Power of Mutual Attraction It was the first in a series focusing on the fast moving changes taking place in healthcare marketing as the old world of push it out has turned into the new world of catch them fast or more aptly engage them In the past it was what you said about yourself and your services that were important Now it is less about what you say about you than what others say about you in blogs on Twitter and Facebook and throughout social media In this blog I want to talk about what healthcare providers hospitals clinics physicians are doing to capture those consumers Read more Leave a comment Previous Page Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=urgent%20care%20AND%20simon&page=1&disp=posts&paged=2 (2016-02-10)
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  • Hospital Impact - Healthcare marketing: Capitalize on power of mutual attraction
    research hospitals on a mobile device scheduled an appointment Need more to convince you The following infographic from Think with Google illustrates the point rather clearly Consumers turn to the Internet as an indispensable tool to help them solve their healthcare related questions concerns and clinical care needs Not surprisingly mobile devices are critically important in their research activities and videos have become essential parts of their discovery and decision making process Healthgrades a proprietary inbound marketing platform produced excellent data showing that in 2013 there were 250 million annual visitors to Healthgrades com who were searching for a physician What did they want HOW TO ENGAGE YOUR FUTURE USERS Engaging today s healthcare consumer involves much more than simply finding the newest channel to push out a message to the masses In the past branding and marketing to a highly segmented audience was the accepted strategy and healthcare organizations would dutifully place advertisements and direct marketing in multiple media With this method however ROI was a constant challenge since it is very hard to track if hearers of the message actually become paying patients Instead business development is now all about understanding how consumers research and make purchase decisions in this hyper connected digital world It s not You own the knowledge and potential patients need to come to you to get it Rather these would be patients already know volumes about you Commentary discussion praise and damnation are all out thereâ the good the bad and the ugly So what can you do when faced with these ultra informed know it alls Meet them at every stage of their decision process by integrating relevant content meaningful information they can use in the context of what they are searching for Success is now defined by how well you can attract audiences convert prospects close leads and delight customers in ways that actually coincide with what they already want THE FOUR STEPS OF ENGAGING AND RETAINING THEM Before a consumer commits to any kind of purchase or decision they go through a buyer s process consisting of these four stages Discovery consideration evaluation and decision Your challenge is to help them move along this decision process Spoiler alert This will require you to rethink your entire marketing conversation with your audience As consumers investigate the right solution for their needs typically on the Internet you must become Part of the conversation This is about teaching not preaching A sharing partner in providing your wisdom not controlling it You need to develop meaningful informative and readily available information to share A content creator you want people to seek Your best prospects will come to you because you have what theyâ re looking for An empowering force Information empowers consumers to evaluate their options They want to be educated so they can make smart decisions Help them IT S TIME TO SHIFT YOUR FOCUS DIFFICULT BUT NECESSARY At this point I urge you to take some time to step back and evaluate

    Original URL path: http://www.hospitalimpact.org/index.php/2014/12/04/healthcare_marketing_capitalize_on_power?utm_medium=nl&utm_source=internal (2016-02-10)
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  • Hospital Impact - What are healthcare marketers doing to capture and delight customers?
    around to learn more What does this consumer search mean for healthcare organizations With this increasing ability to gather information and decide for themselves consumers are not as trusting as their parents were In qualitative research that our marketing firm Simon Associates Management conducted with patients of various healthcare organizations we heard these recurring questions Whom do I trust Can I trust this doctor Is he or she advising me as to what s best for me or for them I have a larger deductible now How shall I spend my money I don t pay attention to their advertising I find out for myself So what is the job of healthcare marketers To build that trust again Along those lines we at SAMC are currently conducting research about how healthcare marketers are starting to adapt to these changes with new marketing strategies and tactics We also set out to see what others were finding One study by Ogilvy Common Health World Wide revealed the 2013 2014 trends exceptionally well They sent out their survey to 9 241 U S healthcare professionals a total of 202 completed it in March and April 2014 Here are the results I found to be of particular interest Healthcare companies from pharmaceuticals to medical device manufacturers were really on board with today s urgent need to move into social media websites and other new methods for reaching consumers providers and payers The array of methods to engage consumers were centered on online direct to you strategies and ways to build credibility through others such as PR or social media However as the report s author Kate Cronin global managing director of Ogilvy CommonHealth Public Relations writes Over the past year the industry made some inroads to meet patient needs better But more work is needed For example nearly three quarters of the respondents said the industry still lags behind patients in digital engagement And only 4 in 10 believe healthcare companies are adequately prepared to embrace social media We know that people are already digitally connected to healthcare information While healthcare companies claim to be patient centric the reality is that few operate this way according to 78 percent of respondents Yes healthcare marketers realize that change is essential But will they now embrace that change In reality healthcare companies do believe that the biggest opportunities lie in customer behavioral change evidenced by the fact that more than half 54 7 percent of those interviewed thought customer behavioral change was going to be one of their major challenges of the upcoming year Good news So then you have a choice Do you want to stick to the past and hope your old style advertising methods can somehow build your brands and service lines or are you ready to adapt to the changing marketplace of today What we think is the coming reality is that regardless of what we think consumers formerly known as patients are going to take us someplace new and co create

    Original URL path: http://www.hospitalimpact.org/index.php/2015/02/04/what_are_healthcare_marketers_doing_to_c?utm_medium=nl&utm_source=internal (2016-02-10)
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  • Hospital Impact - What patients are searching for and how you can be the answer
    somebodies these days are using the Internet to find solutions to their healthcare needs What I often hear is really Like who Seeking evidence I went looking for the best segmentation research on the topic to share in this blog post and as a building block for marketing strategies we at SAMC develop for our clients One excellent source I found is from the Deloitte Center for Health Solutions Deloitte s research reveals that not all people use the Internet the same way The chart below illustrates how different people approach searching for what they want to know Just like the patient of that befuddled physician and the knee surgery candidate more and more consumers are going online to research a physician s scorecard as well as detailed information about the services they need Even seniors and lots of boomers are searching effectively In the Deloitte research the population was segmented not only by age or illness but by the type of person with healthcare needs Deloitte identified six such segments content and compliant sick and savvy casual and cautious online and onboard shop and save and out and about Some were very accepting of healthcare delivery the way it had always been They went to their doctors were compliant and questioned little Others were casual and cautious not involved because they didn t need to be Others and the consumers we really need to pay attention to or ignore at our peril are those who are changing the dynamics of engagement activists who are challenging a system they see as set up to serve obedient automatons not people The out and about types seek out and use alternative non Western medicine often without the knowledge of their clinicians online and onboard use online tools and mobile applications to assess providers compare treatment options and provider competence and shop and savers refuse to pay more than necessary in any non emergency scenario These are not necessarily demographic segments But the Millennials are going to be drivers of these changes and they are coming on strong What s also fascinating is how much Millennials trust what they read online In research discussed by MarketingCharts and produced by Crowdtap and Ipsos Millennials are more likely to trust user generated content UGC than other types of media also tending to find UGC more memorable In terms of trustworthiness here s how it shakes out 74 percent of Millennials trust product brand conversations with friends and family 68 percent trust peer reviews 50 percent trust information they find on social networks 48 percent trust information from blogs and bulletin boards and 49 percent a slight uptick trust product information from a company website Not much from those advertisements Knowing this how should you change you marketing strategy So how can you captivate and convert into customers these Internet savvy Google using information seekers Here are three places to start Create conversations and engage people Get them talking Share the benefits Invest in getting others

    Original URL path: http://www.hospitalimpact.org/index.php/2015/01/15/what_patients_are_searching_for_and_how (2016-02-10)
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  • Hospital Impact - Traditional communication isn't enough: Use entertainment education to fight Ebola
    as a healthcare facility need to quickly craft responses that inform and calm the populace If you don t get it right people will respond like they did in Dallas With panic fleeing the city or anger serious loss of faith in Texas Health Presbyterian Solutions to success Through theater and storytelling entertainment education successfully communicates the Ebola message in Africa and could work in the U S I point you to two excellent blog postings from Harvard Business Review Managing Ebola Will Take Powerful Communication and World Bank s How to Stop Ebola â and the Next Outbreak What they stress is the critical need for social and behavior change communication in communities dealing with or anticipating Ebola not just in West Africa but around the world What s different The use of entertainment education to get people to change their current behaviors and attitudes To teach concepts such as hand washing and not to bathe the bodies of the dead age old communication vehicles vs high tech modern ones are the most effective Street theater puppet shows skits songs and door to door outreach that do not depend on the ability to read or access to TV or the Internet Where available contemporary communication vehicles are also used such as text messaging via mobile phones Emphasizing how valuable entertainment education is at communicating health messages Susan Krenn director of Johns Hopkins Center for Communication Programs stated in a CNN article One of the beauties of entertainment education is that your reach is phenomenal you re impacting a huge number of people The article cites Ebola is Real a song produced by UNICEF with local Liberian musicians Not only has the song quickly become very popular officials believe it is playing a significant role in transmitting critical public health messages Caroline Jacoby Senior Program Officer with JHU CCP also praises the transformative behavior modification power of entertainment education Shifting long held practices and behaviors is difficult but once people start taking the appropriate actions to keep themselves their families and their communities safe these actions can start becoming the norm and have an impact on lives Establish hospital crisis methods now so you can head off a communications calamity before it happens Before your organization has an uncontrolled story running wild about how you and your staff blew it I urge you to recognize this as a crucial time to change the way you think about Today s 24 7 methods of communication Reputation management News spin Social media The public s ability to tell your story whether they know it or not Your hospital public relations department would do well to evaluate and probably completely revamp its crisis communications plans to contain a crisis not just Ebola but others in the future Your story must convey your hospital s expertise and authority in a strong confident way across all modern media Social online broadcast and more Remember if you don t tell your story the public will tell

    Original URL path: http://www.hospitalimpact.org/index.php/2014/10/30/traditional_communication_isn_t_enough_u (2016-02-10)
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