career acls a dvance your c areer l ongevity and s atisfaction n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
CAREER ACLS A dvance your C areer L ongevity and S atisfaction PowerPoint Presentation
Download Presentation
CAREER ACLS A dvance your C areer L ongevity and S atisfaction

Loading in 2 Seconds...

play fullscreen
1 / 33

CAREER ACLS A dvance your C areer L ongevity and S atisfaction - PowerPoint PPT Presentation


  • 106 Views
  • Uploaded on

CAREER ACLS A dvance your C areer L ongevity and S atisfaction. Angela Siler Fisher, MD, FACEP Associate Chief for Operations and Public Affairs, Baylor College of Medicine Medical Director, Ben Taub General Hospital Emergency Center. Objectives. A- Always satisfy. Patient Satisfaction.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'CAREER ACLS A dvance your C areer L ongevity and S atisfaction' - gent


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
career acls a dvance your c areer l ongevity and s atisfaction

CAREER ACLSAdvance your Career Longevity and Satisfaction

Angela Siler Fisher, MD, FACEP

Associate Chief for Operations and Public Affairs, Baylor College of Medicine

Medical Director, Ben Taub General Hospital Emergency Center

objectives
Objectives

A- Always satisfy. Patient Satisfaction.

B- Be Safe. Patient Safety and Risk Management.

C- Communication and Negotiation.

D- Disposition efficiently.

E- Excel in your career.

what s in it for you wiify
What’s in it for you?? (WIIFY)
  • Hard work??
    • Everyday is an interview for your next job
    • Every group wants to hire the resident sought after by their own program
  • Who wants to be average??
    • Average job, average life with average number of lawsuits??
are patients our customers
Are Patients our Customers?
  • Business model
  • You will be hired and fired on Patient Satisfaction
  • Golden Rule: “Patients do not remember all of what we say but they always remember how we made them feel
patient satisfaction tips
Patient Satisfaction Tips
  • Under promise—over deliver
    • This helps with wait time perception
  • Assess and manage patient and family expectations
    • Does the patient expect admission or tests??
time mapping
Time Mapping
  • Explain your focused differential, planned management, diagnostic tests and the anticipated length of stay
  • Take the extra time to ensure that your patient agrees with your plan of treatment—it will save you time in planning disposition!!
  • Discussions should optimally include all family/friends
patient satisfaction tips1
Patient Satisfaction Tips
  • Make the customer service diagnosis
    • CP=MI
    • Cough=Lung CA
  • Address all concerns
    • Work note
    • Transportation
staff satisfaction
Staff Satisfaction
  • Communicate with staff regarding pending tests and anticipated disposition
  • No unnecessary double dipping
  • Manage/Talk up your staff
  • Be Human, Humble, Empathetic and Polite/ Respectful
number 1 reason to do customer service in the ed
Number 1 Reason to do Customer Service in the ED:
  • It makes your job EASIER
    • Less stress
    • Less liability
    • Patients more complaint
  • It makes your Administrators happy too!
    • More volume
    • More Money
slide11

Customer Service is a Skill Set much like ACLS/PALS, but it applies to Many More Patient Encounters!(and it can help save/ resuscitate your career)

patient safety and risk management
Patient Safety and Risk Management
  • Believe your patients—don’t minimize or rationalize their complaints!!
  • Always suspect the worst!!!
  • No Gold stars for sending home sick patients!!
  • A patient that returns a second time with a similar complaint deserves a much closer evaluation!!
clinical decision making
Clinical Decision Making
  • 80% History
  • 10% Physical Exam
  • 10% Diagnostics
patient safety and risk management1
Patient Safety and Risk Management
  • Don’t be fooled by the triage level

or area of evaluation!!

  • Doing the right thing for your patient will always ensure that physicians are rewarded.
  • Always document pertinent positives and negatives in your history and physical.
high risk cases
High Risk Cases
  • Return patients
  • Psychiatric patients
  • Sign-out
be an effective negotiator
Be an Effective Negotiator
  • Separate the people from the problem
  • Focus on interest, not your position
  • Use “I” Statements
  • Active Listening
  • The power of “Yes”
  • Work together to create options that will satisfy both parties
communicating concerns
Communicating Concerns:
  • Culture of blame versus systems error
  • Don’t just complain—OFFER SOLUTIONS!!
  • Fundamental belief that everyone is doing their very best
    • No one is out to get you
    • Everyone is here to do what is best for the patient
other ideas to try
Other Ideas to Try:
  • Handle complaints by using the “LAST” Technique
    • Listen
    • Apologize
    • Specify
    • Thanks
  • Use Scripts
    • “My goal is to control your pain, so you let me know how we are doing!”
    • “Come back any time- we never close!”
the challenge
The Challenge
  • After initial evaluation of the ED patient, be able to identify:
    • Know who the sick patients are
    • Focused differential diagnosis
    • Appropriate diagnostic work-up
    • Implement initial management
    • Disposition
slide24

Patient Evaluation

SICK

NOT SICK

Admit

Early Consult

  • Normal vital signs
  • Eat/Drink
  • Pain management
  • ADL’s
  • Appropriate Follow-up

No

Yes

DISCHARGE

coding and billing
Coding and Billing
  • Know documentation requirements and E&M levels
  • Know your RVUs/hr and how you compare to your peers
  • Expected productivity:
    • Medical Students: 0.5 patients per hour
    • PGY-1: 1 patient per hour
    • PGY-2: 1.5 patients per hour
    • PGY-3: 2 patients per hour
credibility is a must
Credibility is a MUST!
  • Honor
  • Integrity
  • Trust
challenges facing leaders in em
Challenges facing Leaders in EM
  • Boarding / overcrowding
  • Healthcare Reform
  • On-call specialists
  • Reimbursement
  • EMTALA
  • HIPPA
wellness
Wellness
  • Your career is only one aspect of your identity
  • You can’t grow as a person if you neglect your personal needs and your family/ friends
know thyself
Know Thyself:
  • Fatigue
  • Illness
  • Family Issues
  • Money Problems
  • Relationships
  • Competence
become a leader leadership opportunities
Become a leader: Leadership Opportunities
  • Get Involved
    • Medical School/ Hospital
    • Specialty Societies
      • ACEP, EMRA, SAEM, AAEM, ABEM
    • State
      • TMA, County Medical Society
    • National
      • AMA
  • Let the best job find you through networking