Transcript Project Report - Lean Sigma

On the CUSP: STOP BSI
Physician Engagement
Immersion Call Overview
1. Project overview
2. Science of Improving Patient Safety
3. Eliminating CLABSI
4. The Comprehensive Unit-Based Safety Program
(CUSP)
5. Building a Team
6. Physician Engagement
Learning Objectives
• To relate what is meant by physician engagement
• To discuss strategies at management and staff levels to
enhance physician engagement
What do we mean by
Engagement?
• Engagement: “To involve one-self or become
occupied; to participate fully and deeply”
• Active support of the project
Where does engagement fit?
• Work involves technical problems
– Evidence
– Measurement
• Adaptive problems
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Engagement of nurses, physicians, leaders, IPs
Competing priorities
How to overcome barriers
How to ameliorate safety and teamwork climate
Stages of Engagement
Aversion
Apathy
Engaged
Engage Physician’s Intellect
• Show them the evidence
• Show them your hospital’s CLABSI rates
• Show them what others have achieved
• Show them you can do the same!
Engage by Creating Trust
• Caring
– Keep patients as your “north star”, your focus
– Preventable harm is not acceptable
– Tell your own Josie story
• Competent
– Learn from mistakes and implement teamwork tools (CUSP
– Demonstrate early successes/ project results
Physician Engagement Strategies
• Management level
– Identify physician champion for project
• Unit director, chief medical officer or senior
physician
• Someone other physicians look up to
– Reward physician champions for their efforts
• Obtain support from hospital for this person’s
time
• Feature in newsletters
• Provide opportunities to present to senior
leaders
Physician Engagement
Strategies
• For Management, cont’d.
– Create a Compact (an Agreement)
• Clearly define what is expected of physicians
• Review performance regularly
Example:
Physician Champion Compact
• Hospital will provide support for percent of
physicians’ time
• In return, physician will do the following:
– Monitor and improve quality
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Implement CUSP and CLABSI toolkit
Hold regular meetings with team
Involve other members of Medical staff in quality
Report CLABSI rates and learning from defects results to
senior leaders and board
Example:
Physician Champion Compact
• Further, physician will do the following:
– Work with hospital to clarify what will be
measured, who will measure it, and who will
produce reports
• Meet quarterly to discuss progress
Physician Engagement Strategies
• Staff level
– Create containing vessel (environment) to have
a dialogue with physicians (eliminate decoding
errors)
• M and M, grand rounds, quality meetings etc.
– Identify and overcome barriers to engagement
• Clinician, Intervention, System
• Try physician engagement self-diagnostic tool
(safercare.net)
Physician Engagement
Strategies
• For Staff, cont’d.
– Communicate prior to start of project
• No surprises
• Who, what, when, where, how
– Listen to those who resist/value the dissenter
– Create mechanisms to feed back results to
physicians
Handling Barriers to Change
• Tune in to WIFM (What’s In It For Me?)
– People resist loss not change
– Try to surface and mitigate real AND perceived
loss
• Physician’s time is likely a major concern
– Perceived losses often much greater than real
– Perceived loss high when communication is low
Manage Communication
• At each step or meeting clarify
– Message
– Who needs to know
– Make time for feedback
• Assume that all staff have patient as their “North
Star”
• Remind staff they are participating in something
greater –
“Ohana”
Action Plan
• Cultivate a physician champion for this project
• Create compact for this role
• Create containing vessel for communication
• Develop communication plan for CUSP/BSI
education
• Listen to physicians to surface and mitigate loss