ACC CV SUMMIT: Provider Templates - A Case Study for Successful Change Management

Friday, January 17, 2014 | Denise Brown

Dr. Mike Valentine opened the presentation by saying the program was not going to be didactic but an interactive case study where the attendees will help solve the issues of a sample program. He outlined the details of the current situation to set the baseline for the case study practice that depicts an overwhelming number of disparate office templates, personal assistant schedulers, access issues and low the group ranked in a comparative benchmark.

Dr. Valentine posed three questions that allowed the attendees to provide thoughts and answers to the questions. The questions included:

• How did we get here?
• Do we need to change?
• How do we make effective change?

Attendees identified many reasons/answers to these questions as many of them are currently in a similar situation but learned this is just the beginning of being effective and successful. The challenge of the case study is the final question of effectively managing the necessary changes.

Denise Brown, VP – MedAxiom Consulting, offered three areas where programs can focus to make improvements in physician scheduling:

1. Hardwired provider schedules and expectations
2. Redeployed providers among service locations
3. Optimize the use of non-physician providers

The attendees were able to discuss sample schedules and share thoughts about how these strategies would work within their programs. How would it work in yours?