Use Physician Preference Cards

INCREASE EFFICIENCY:
Use Physician Preference Cards

When is the first time a new nurse typically learns about a physician preference? Usually on her first night shift, when she wakes an unhappy physician at 3 a.m. without all the information the physician needs to make a sound decision for a patient.

Physician preference cards change all that. They document individual physician preferences to facilitate customized, quality patient care. Physicians appreciate getting information when, where, and how they like it so extra phone calls and unnecessary visits are eliminated. Nurses appreciate physicians who aren't angry when they call. And patients appreciate very good coordination of their care.

In a typical hospital, surgeons are often satisfied. Before they ever do a procedure, we make sure they get a tour of the operating room; talk with them about the schedule; and review instrumentation. In short, we know their preferences so they have the tools and equipment to do their job. But what about other physicians? Do we ask family practitoners about their preferences?


	Learn physician preferences.

Download a sample of
Studer Group's physician
preference card

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How Physician Preference Cards Work

Physician preference cards typically capture contact information; the time the physician rounds; information preferred prior to rounding; support requests; and other preferences. So, for example, if a nurse knows that a physician rounds between 7 and 8 a.m., he can ensure her patient isn't bathed during that hour and that current lab results are on the chart for her to review. As a result, physicians make fewer unnecessary trips to the hospital and whennurses call, they have all the information the physician wants at their fingertips.

While some organizations distribute printed Rolodex cards with physician preferences to each nurse's station, others use:
> Laminated sheets (at the nurse's station or on the nurse's clipboard);
> Notebooks tabbed with categorized information sheets;
> Pocket cards with a list of key physicians for the unit; and
> The hospital Intranet.

Rolling It Out
Begin by selecting physicians with whom you will pilot test the tool. Factors to consider include physicians' responsiveness to new initiatives; nursing unit relationships with physicians; and other initiatives on nursing units. Choose goals you will measure.

Then create the tool by determining what information you will collect. Studer Group recommends asking physicians: "What three items are most important to you in your practice?" and "What is one item you would like to have improved?" Once you have interviewed physicians to collect the data and implemented a preference card system, begin to solicit feedback from physicians on how well it is working.

Throughout the process, communicate extensively! Before the pilot, use your newsletter and staff meetings to explain to staff and physicians why you are implementing the tool. During the feedback phase, send monthly updates to senior leaders, staff and physicians. Capture the wins by sharing positive physician comments frequently and publicly. After a three-month pilot, review feedback and results with senior leadership to make a decision on expanding the use of the tool.

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Tips from a First Mover
Sacred Heart Hospital, a 344-bed hospital in Eau Claire, WI currently ranks in the 96th "excellent" percentile for physician satisfaction nationwide with respect to medical records and information, among other indicators of physician satisfaction (Professional Research Consultants). The organization piloted Studer Group's physician preference card with 11 physicians in Dec. 2004. Since then, Sacred Heart has rolled out the tool to the full medical staff of 180 plus physicians based on gains in physician satisfaction and patient satisfaction.

Get approval. "Communication is key," says CEO Steve Ronstrom. "Get staff feedback during the pilot and share success stories at Employee Forums and Board meetings. Connect the dots every chance you get to remind physicians of the actions you are taking that are a direct result of their opinions and preferences."


	"What 3 items are most important to you..."

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