Showing posts with label healthcare administration. Show all posts
Showing posts with label healthcare administration. Show all posts

Tuesday, December 12, 2023

The Alamo redux or how Davids defeat the Goliaths of healthcare

Every American knows the story of the Alamo, where a handful of Texans fought off a much larger Mexican army until reinforcements arrived. This led to the battle cry of "Remember the Alamo."

There's another David vs. Goliath story worth describing that has implications for the healthcare profession. In 2015, the Yazidi, an ethnic and religious minority in Iraq, were at war with ISIS. The Yazidis were defending their sacred temple, Sharfadin. To Yazidis, this 800-year-old shrine is one of the holiest places on earth.

The Yazidis knew that if ISIS were to control the temple, all their sacred statues and artwork would be destroyed. Eighteen Yazidi men defended the temple for four months. These brave defenders said that they would rather die than see this temple fall. Finally, Kurdish reinforcements arrived; 200 men at first, and ISIS was defeated. The best testament to what happened is the existence of the temple itself. While ISIS destroyed many other sacred buildings across Iraq and Syria, Sharfadin temple still stands without any damage. *

Nearly every culture has a David vs. Goliath story, an Alamo or Sharfadin story of a small number of men who stand their ground against a large opposition force. Even today, we see this scenario in Ukraine, where a relatively small number of committed Ukranians can hold their ground against a large number of Russian soldiers.

So, what does this have to do with modern healthcare? These stories are metaphors for the underdog defeating the giant or the "big guy." This blog discusses how that concept applies to healthcare and how small practices can still thrive in the backyard of large practices or large medical corporations that employ hundreds and even thousands of doctors.

The small practice or the solo doctor is always thinking about how large groups have more resources and staff to attract more patients to their institutions.

According to Malcolm Gladwell in his book David and Goliath**, those material advantages limit their options.

Let's remember that large groups operate by committee. To accomplish anything, they must submit proposals that must be approved, then modified and resubmitted. Funding needs to be allocated, then the proposal must be scaled down and resubmitted. This process can take months or even years to accomplish.

However, a small group practice can decide on an idea or proposal by a staff member or one of the physicians and begin the implementation process within days. These small practices have the advantage of speed, which allows them to compete with the giants.

I was in a two-member urology practice. The community contains several medical schools and a large multi-specialty hospital that spends hundreds of thousands of dollars on marketing and practice promotion. However, with social media and search engine optimization, our small practice appears on the first page of Google and even on the top of Google's first page. This is an example of how the Internet has leveled the playing field and allowed small practices to compete against the giants.


David against healthcare Goliaths


In the late 1980s, a urologist, Dr. Abraham Morgentaler, researched the relationship between testosterone and prostate cancer. Since the early 1950s, testosterone was described as "adding gasoline to a fire." The party line was that testosterone would either cause prostate cancer or, if the man already had prostate cancer, the additional testosterone would result in increased growth of the prostate cancer.

Dr. Morgentaler showed in an elegant fashion that raising testosterone levels in the blood did not raise testosterone levels within the prostate gland. He suggested that once the prostate has been exposed to enough testosterone, any additional testosterone is treated as excess and does not accumulate in the prostate. In other words, the prostate has been "saturated" with regard to testosterone. It is this saturation that resolved the paradox of the harmful effects of testosterone and prostate cancer. 1,2

Dr. Morgentaler presented his findings at the American Urologic Association in 1995. One of the influential chairmen of a major urology department stood up and publicly referred to his work as "garbage." Even in his own hospital, an endocrinologist at Beth Israel Deaconess Medical Center referred to his research giving testosterone to patients with precancerous prostate biopsies as "dangerous." However, he prevailed and continued to do work on the safety of using testosterone in men with diagnosed prostate cancer who have been treated with radiation or radical prostatectomy.

Today, most urologists throughout the world are comfortable using testosterone in men without fear of causing prostate cancer or fear of escalating prostate cancer in men diagnosed and treated for prostate cancer. This was in large part due to not accepting the status quo and being relentless in his pursuit to change the prevailing dictum regarding testosterone and prostate cancer.

It is possible in healthcare for Davids to take on Goliaths. There are so many times that we believe that we cannot compete or overtake the giants in our profession. Malcolm Gladwell pointed out that if you total up all the wars fought in the last two hundred years between small and large countries, and if one country has ten times the population of another country, the smaller, weaker country wins 30% of the time. Look at Israel, with a population of 8 million, which is surrounded by 22 hostile Arab/Islamic countries; Israel wins nearly every military engagement against its Arab neighbors. (I hope this situation holds true in 2023)

Remember that Apple was created in a garage and competed against IBM and software behemoth Microsoft--and ultimately came out on top.

Once upon a time, California farmers dared to think they could make wine as good as the French winemakers who had dominated the global wine trade for centuries.

Then there's Southwest Airlines' Herb Kelleher, Virgin's Richard Branson, Fedex's Fred Smith, and thousands of entrepreneurial Davids who took on Goliaths and won not on the battlefield but in the marketplace. It happens every day. Just remember, there are many examples of healthcare Davids slaying Goliaths.

Bottom Line: What is our message for the healthcare profession? We are surrounded by Goliaths, e.g., large group practices, multi-specialty group practices, hospitals, insurance behemoths, AMA, CMS, and other government oversight organizations, to name a few. However, with a carefully thought-out plan of action, perseverance, and identifying their weakness, even single doctors and small groups can be Davids who take on the Goliaths.

___________________________________

Neil Baum, MD, a Professor of Clinical Urology at Tulane University in New Orleans, LA. Dr. Baum is the author of several books, including the best-selling book, Marketing Your Medical Practice-Ethically, Effectively, and Economically, which has sold over 225,000 copies and has been translated into Spanish.

__________________________________

1. Agarwal PK, Oefelein MG. Testosterone replacemen testosterone therapy after primary treatment for prostate cancer. J Urol. 2005 Feb;173(2):533-6.

2. Kaufman JM, Graydon RJ. Androgen replacement after curative radical prostatectomy for prostate cancer in hypogonadal men. J Urol. 2004 Sep;172(3):920-2.



*For more information on the defense of the Sharfadin temple see Ari Shapiro’s NPR article, Outmanned And Outgunned, Fighters Defend Yazidi Shrine Against ISIS. February 2015

** Malcolm Gladwell, David and Goliath, Underdogs, Misfits, and the Art of Battling Giants, Little Brown and Company, 2015.

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Saturday, September 17, 2022

The future of primary care starts with supporting physicians today

Good news for all those in primary care: Virtually everyone in the healthcare sector has come to see value in you. U.S. companies focused on primary care raised $16 billion from investors in 2021. Amazon made news recently for its $3.9 billion acquisition of primary care provider One Medical. The U.S. Department of Health and Human Services (HHS) recently announced that it would award $155 million to expand training for primary care residents in underserved and rural communities.

Bad news for primary care providers (PCPs) today: All of that is not nearly enough. It’s not enough to remove the daily pressure to see as many patients as possible and deliver quality care to them … not enough to decrease the immense operational and administrative burden they bear … not enough to help our communities achieve the good health that stems from productive relationships between PCPs and their patients.

PCPs face severe financial, clinical and operational burdens. They cannot wait and hope for solutions that may never come to fruition. This crucial segment of healthcare requires solutions today. What can be done?

Expand the definition of PCPs’ teams today


Stating the obvious, growing and strengthening the U.S. PCP population will take years. New PCPs won’t just require time to get into practice, they will also need time and grace to learn their profession and build their approach to care delivery. So, as we look to support current PCPs—all while making care more accessible for a growing number of patients—the healthcare industry at-large would benefit from taking a closer look at the deployment of integrated, expanded care teams.

Imagine a typical independent primary care practice today: physicians, nurses, advanced practitioners, and staff members all working furiously to address every patient inquiry, respond to all care-related and administrative issues, prepare each day to see as many patients as possible while constantly worrying about what might fall through the cracks. It’s even more exhausting than it sounds … and it becomes further complicated among rural populations because of logistical barriers and other social determinants of health.

Caring for these patients in a scalable and manageable way starts by admitting that the traditional care model does not work for them, at least not in an optimal way. The use of integrated, expanded care teams presents a clear and viable option—not the least of which because we all know that effective teams perform better than individuals can on their own. In an expanded care team model, PCPs’ expertise is augmented with care managers and coordinators, pharmacists, social workers, behavioral health specialists and more. These specialized resources connect with patients between their doctor visits, reaching them in the moments that matter to provide personalized support along the care journey. That includes everything from helping them stay adherent to their medications, to helping them with chronic condition management, to easing transitions of care, to ensuring that their PCP stays in the loop about other care that patients receive from specialists and other care providers.



For PCPs, the use of extended care teams requires vetting and trust; the right care team must be a transparent addition to a practice’s own, employed team. But executed correctly, the approach has been proven to alleviate provider and staff burden, while enabling providers to reach patients in ways and in times that otherwise would have presented a huge strain on staff resources.

Bolster the right teams with the right tools and payment models


All members of a high-functioning care team play a role in driving success in a patient’s health journey. But to create a cohesive experience that relieves pressure for providers and delivers better outcomes for patients, care teams must be connected through the right technologies … and those technologies must extend to PCPs and patients as well. That means a shared platform for all functions and phases of care management to ensure that all care team members can meet patients where they are, with understanding of that patients’ health journey at each step. In this way, the right technologies decouple the care experience from the doctor’s office or other physical space. Care can be provided and supported through multiple channels (in-person, video, secure chat) … and through multiple care team members.

To create a care experience like this, care teams must be able to execute seamless handoffs from one moment of care to the next. And they must be able to give visibility to the whole continuum of care so that PCPs can continue to be informed about patients’ care journeys even after patients have left the exam room. This requires trust. It requires PCPs to integrate care teams into their workflows. In many cases, it requires granting EMR access to enable care team-PCP communication in a common system. Most of all, it requires the intention to change old habits to create new results.

Nothing changes if payment models don’t change


I would be remiss if I did not mention the role that payment models play in all this—perhaps the most important role. We cannot move forward with transforming healthcare delivery if we don’t also transform healthcare payment. Aligning payment to patient outcomes is one step. The next step requires broader adoption of prospective payment models that support everything mentioned above: team-based care with diverse and specialized expertise, purpose-built technologies that pull the industry forward in areas like convenience, access and ease of information exchange.

Efforts like HHS’ investment toward the education and development of new PCPs are critical for the future of healthcare and overall wellness of Americans. But if we don’t also change the way the economics work for current and future PCPs and provide a measure of financial security to primary care, we continue to place our health futures at risk. Some 20 percent of physicians plan to exit the profession in the next two years. The Association of American Medical Colleges predicts a shortage of between 21,100 and 55,200 primary care physicians by 2032. It’s clear that too many current and future PCPs look at the specialty and feel like it’s simply not worth the toll it takes.

To shift that mindset, we must shift the payment models that ultimately drive the viability and attractiveness of primary care. If we can do all of that—if we can integrate and expand care teams and digital tools, if we can evolve payment models quickly—we can alleviate primary care burden and broaden access today. We can fulfill the promise of what primary care was always intended to be: personal, accessible, relationship-driven, whole health-focused.



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Sunday, August 7, 2022

Magic at Disney: It’s available in healthcare

When s&*t hits the fan, most medical practices conduct damage control to identify the problem and, more importantly, to see that the problem does not occur again. When a patient complains and has a moment of misery with the practice, the investigation will reveal that an employee or even the physician did not perform to the patient's expectation. However, sometimes, the investigation will discover a problem in the system. If a patient waits on hold when calling the office for more than several minutes. Then when the caller does connect with the office, the caller is relegated to a phone tree. This is unacceptable, and most patients don't appreciate a long hold time or being required to listen to multiple options before they can speak to a human. This is a system problem that needs to be fixed. Suppose the practice conducts patient satisfaction surveys and hears this complaint multiple times. In that case, the process needs to be repaired.

On the other hand, when a moment of magic often occurs, hopefully, more frequently than moments of misery, the positive movement is not recognized and is seldom celebrated. I suggest that these magic moments be acknowledged with every intention that the action is repeated.

When an accolade is received by the practice, the compliment is buried or not celebrated at all. Let me provide examples of how a moment of magic is honored and shared with others in practice.

It is common for patients to share with the doctor in the exam room how helpful a staff member was and compliment the staff member. Rather than gloss over the compliment, the doctor might consider asking the patient "to hold that thought." Then go to the employee and invite him\her into the exam room and ask the patient to repeat the compliment so that the patient hears the remark directly from the patient. For example, a patient reports that the receptionist was so helpful in making an appointment so quickly for the patient. The receptionist comes to the room and hears from the patient that her effort is appreciated. The employee will likely break into a smile as they enjoy the recognition. This acknowledgment takes less than three minutes, but it is the best three minutes you can invest in staff motivation. Sharing the same story at a future staff meeting so that the remainder of the staff also hears the compliment. This informs the staff that their actions are recognized and celebrated by everyone. This approach motivates others to extend themselves to patients so everyone can have magic moments within the practice.



A second example is the thank you note sent by a patient to the office manager or to the treating doctors complimenting them on their expertise or outstanding care. Most of those notes are tossed out, placed in a drawer, or posted on the practice bulletin board in the employee lounge. I suggest you share the note with all the staff and send a copy to the patient's referring physician with a letter that mentions his\her patient's positive experience. Obtain permission from the patient and place the note in a scrapbook in the reception area for other patients to read about the positive experience others have had with the doctors and the practice.

Finally, our last example is the situation when a patient refers another patient, usually a family or friend, to the practice. Isn't a referral from a satisfied patient worth at least a thank you note? In most practices, if you consider the lifetime value of a patient, it is often equivalent to thousands of dollars. However, you can create a raving fan if you send the patient a meaningful gift in the $50-$100 range. This gift isn't necessary, nor is the referral expected, but a small gift is very appreciated. With a lovely, meaningful gift, you will likely find that the patient will continue the process and refer others to your practice.

Let me end this blog with the reality that healthcare is not like a trip to the Magic Kingdom. But just as Disney converts moments of misery to moments of magic, healthcare can do the same.

The bottom line: Of course, moments of misery must be addressed and corrected. However, it is just as important to recognize those moments of magic you want to see again. The take-home message is that moments of misery and magic are an opportunity to offer stellar services to our patients.


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