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Physician Relationship Management at the University of Texas M. D. Anderson Cancer Center Lyle D. Green, MBA, FACHE, FH PowerPoint Presentation
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Physician Relationship Management at the University of Texas M. D. Anderson Cancer Center Lyle D. Green, MBA, FACHE, FHIMSS Associate Vice President for Physician Relations. UT M. D. Anderson Cancer Center Houston, TX. Facts and Figures Cancer Hospital - 521 Beds

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slide1
Physician Relationship Management at the

University of Texas M. D. Anderson Cancer Center

Lyle D. Green, MBA, FACHE, FHIMSS

Associate Vice President for Physician Relations

ut m d anderson cancer center houston tx
UT M. D. Anderson Cancer CenterHouston, TX

Facts and Figures

  • Cancer Hospital - 521 Beds
  • Patient Admissions - 22,257
  • Faculty – 1,383
  • Employees - 16,840
  • Active Clinical Trials - 1,064
  • Involved Providers - 111,075
physician relations mission statement
Physician Relations Mission Statement

The aim of the Office of Physician Relations is to

contribute to the mission of the M. D. Anderson Cancer Center by acting as the organization’s primary liaison with community physicians.

We will strive to create and improve relationships that facilitate access to M. D. Anderson’s clinical, research, prevention, and educational services.

physician relations vision statement
Physician Relations Vision Statement

Recognizing that the physician plays a vital role in how and where an individual seeks oncology care, we will provide leadership aimed at developing M. D. Anderson’s referring physicians to become loyal customers, advocates, and champions of the organization who are:

  • Knowledgeable and aware of available services
  • Completely satisfied with the delivery of those services
  • Willing to refer appropriate patients to us
  • Willing to recommend us to their colleagues, friends, and families
  • Considered as valued and respected partners of M. D. Anderson
  • We will engage community and referring physicians in helping realize M. D. Anderson Cancer Center’s vision of:

“Making Cancer History”

physician relationship management process flow

Promote

,

Educate

,

and Inform

Willing to

Recommend

Loyal Customers

,

Knowledgeable and

Completely Satisfied

Self

-

Perception of

Referral of Patients

Advocates

,

and

Aware of Services

with Service Delivery

Value and Respect

Champions

Willing to Refer

Data

+

Information

=

Knowledge of the Referral Base

Physician Relationship Management Process Flow
physician relationship management process
Physician Relationship Management Process

Strategic Priorities

  • Access
  • e-Health
  • Clinical Trials
  • Patient Care Technology
  • Global Oncology
  • Business / Referral Development
physician relationship management process multifaceted approach
Referral Development

Physician Office Visits

Launching New Satellite Practices

International Physician Relations

Medical Society Conference Exhibiting

Customer Service and Access

Satisfaction Survey Process

Call Center Collaborations

Clinical Knowledge & Expertise

Clinical Trials Recruitment

Operations, Process & Systems Improvement

myMDAnderson for Physicians

Clinical Safety and Effectiveness

Baldridge Quality Criteria

Education and Information

Faculty Speakers Bureau

CancerPro

OncoLog

Guide for Referring Physicians

Physician Relationship Management ProcessMultifaceted Approach
physician relationship management process9
Physician Relationship Management Process

Clinical Growth Model

Physician Relations Specialists (PRS)

Clinical Background

Pharmaceutical Sales

Territory Redesign

Remote based PRS (Austin, TX)

access and customer service
Access and Customer Service
  • Physician Relations Specialist (RN / BSN)
    • Collaboration between Physician Relations and askMDAnderson
    • Dedicated Physician phone line and triage
    • Completes the clinical continuum for physician referral and communications
    • Clinical Safety and Effectiveness project
    • Includes pilot phase with Head & Neck Center for direct referral entry into HIS
my mdanderson for physicians
myMDAnderson for Physicians

Primary Features

Customized online referral process

  • Referral preference by age, diagnosis, care center, geographic location, or specific M. D. Anderson physician
  • International physician referrals
  • Self-service approach to maintaining referring physician contact information

Secure access to patient information

  • Appointment schedules
  • Transcribed documents / patient medical records
  • Secure messaging with M. D. Anderson staff
return on relationship
Return on Relationship

Establishing Goals and Measuring Success

  • Referrals
  • Registrations
  • Reputation
  • Revenues
  • Satisfaction
referring physician satisfaction
Referring Physician Satisfaction

What do we do?

  • Assess referring physician satisfaction with the cancer center’s faculty, staff, operations, and systems with which they interact in order to access oncology services for their patients.
  • Improve our collective knowledge and understanding about the important factors that influence referring physician decisions about where and to whom to refer a patient for cancer care.

How do we use the information?

  • Identify opportunities for continuously improving processes, systems, and operations aimed at enhancing the level of service provided to our referring physicians.
  • Obtain feedback that supports organizational efforts to develop strategies aimed at optimizing the referral of appropriate patients to the Cancer Center.
referring physician experience map
Referring Physician Experience Map

Diagnosis

Consult

Referral

Treatment

Follow-up

Symptoms

Suspicions

Pathology/ examination

Identify treatment options

Discuss with colleagues

Discuss with specialists

Evaluate specialists, resources

Outline plan

Obtain Patient information

Discuss with patient

Insurance

Accessibility

Confirm diagnosis

Treatment plan

Progress reports

Community- based lab or treatment

Patient maintenance plan

Patient satisfaction

  • Direct to physician
  • “Business Office”
  • Non-standard case
  • Second opinion
  • Coordinate referral
  • Direct patient
contact us
Contact Us

Telephone: 800-252-0502

713-792-2202

713-745-8373 (direct)

Fax: 713-794-4685

Email: lgreen@mdanderson.org