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PHYSICIAN VISITS: Same day appointments with specialists

It is more common for health care providers to offer same-day visits to primary care physicians, but at least one health system is also offering same-day visits to specialists on a large-scale basis.  Allegheny Health Network (Pittsburgh, PA), an 8-hospital system with 250 outpatient clinics, started to offer this option in January 2017.  In the first few months, there have been 36,000 patients who scheduled a same-day appointment, with about one-third seeing specialists.  Patient satisfaction with this option is reported as being very high.


Castellucci, M. (2017, April 3). Offering same-day doc visits. Modern Healthcare, 47(14), 32.  Click here for link to publisher: http://www.modernhealthcare.com/article/20170401/MAGAZINE/304019981

The Advisory Board. (2017, February 28). The 5 lessons Allegheny Health Network learned from offering same-day specialist appointments. The Daily Briefing. Click here: https://www.advisory.com/daily-briefing/2017/02/28/allegheny-specialist-same-day

Venteicher, W. (2017, January 19). Allegheny Health Network to schedule same-day doctors’ appointments. Trib Live.  Click here: http://triblive.com/news/healthnow/11804612-74/appointments-health-patients

Allegheny Health Network website has some FAQs about this service here: https://www.ahn.org/same-day

Posted by AHA Resource Center (312) 422-2050, rc@aha.org

TRANSPARENCY: Posting patient reviews of physicians

Some health systems have begun to post online patient satisfaction scores and patient comments about physicians on the medical staff.  Here are some systems that do this (there are said to be an additional 20 which are not identified by name):

  • University of Utah Health Care
  • Piedmont Healthcare
  • Wake Forest Baptist Health
  • Northwell Health
  • Stanford
  • Cleveland Clinic
  • University of Pittsburgh
  • Duke

The advantages of this approach are discussed in this brief Perspective article in the New England Journal.  There is also an audio interview in which the author discusses some of the logistics of doing this at University of Utah Health Care.

Source: Lee, V. (2017, January 19). Transparency and trust: Online patient reviews of physicians. The New England Journal of Medicine, 376, 197-199. Click here: http://www.nejm.org/doi/full/10.1056/NEJMp1610136  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

Improving the Patient Experience Through the Health Care Physical Environment

A new report in the Hospitals in Pursuit of Excellence series looks at how the physical environment within a hospital can impact the patient experience. People, process, and place all affect the patient experience and should be part of a holistic approach for improvement.

The report identifies eight patient experience domains that HCAHPS measures and relates them to elements of the physical environment, such as noise, cleanliness, pain management, and staff responsiveness. Hospital leaders are encouraged to take a team approach to involve staff in improving patient satisfaction.

Brief case studies and resources for further reading are shared.

Source: Improving the patient experience through the health care physical environment. Health Research and Educational Trust/American Hospital Association, March 2016. http://www.hpoe.org/Reports-HPOE/gate/2016/2016-ASHE-guide-03-31-16.pdf

Posted by AHA Resource Center (312) 422-2050, rc@aha.org

Patient and Family Engagement Resource Compendium

A new resource compendium links users to key resources on patient and family engagement. The resources, each briefly described, are grouped into these categories:

  • Leadership
  • Organizational assessments
  • Patient and family advisory council/committee: resources for hospitals
  • Partnering to improve the quality of care
  • Engaging patients and families during the hospital stay
  • Health literacy: resources for providers
  • Health literacy: resources to help patients communicate with providers and manage medications
  • Health literacy: resources to help patients prevent adverse events in the hospital
  • Shared decision making
  • Engaging to reduce disparities

The compendium also explains how the resources can help in getting started with a new program or initiative, and it ends with a general bibliography of additional article references.

Patient and family engagement resource compendium. Health Research & Education Trust, Dec. 2015. http://www.hret-hen.org/topics/pfe/20160104-PFEcompendium.pdf

Posted by AHA Resource Center (312) 422-2050, rc@aha.org

CXO: What is a chief experience officer in health care? Who was the first CXO?

The first chief experience officer (CXO) in health care is said to have been M. Bridget Duffy, MD, an internist at the Cleveland Clinic, who was appointed to this position reporting directly to the CEO in 2007.  Other health care organizations with CXOs include:

  • Johns Hopkins (Baltimore)
  • North Shore-LIJ Health System (Great Neck, N.Y.)
  • Thomas Jefferson University Hospital (Philadelphia)
  • UCLA Health (Los Angeles)

The objective of this position is to improve the patient experience.  At the Cleveland Clinic, a strategic “patients first” initiative focuses on safety – quality – satisfaction – value (in that order).


Carlson, B. (2015, Sept./Oct.). The rise of the chief experience officer. Physician Leadership Journal, 2(5), 16-21.  http://www.physicianleaders.org/news/journals/plj  This is a link to the publisher’s website; the article is not free on the web.  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

Free resources on the web:

Nursing leadership: The rise of the chief experience officer. (2013, Sept. 17). The Sentinel Watch: Nursing. Retrieved from http://www.americansentinel.edu/blog/2013/09/17/nursing-leadership-the-rise-of-the-chief-experience-officer/

Punke, H. (2013, Sept. 6). New seat in the hospital C-suite: The rise of the chief experience officer. Becker’s Hospital Review. Retrieved from http://www.beckershospitalreview.com/hospital-management-administration/new-seat-in-the-hospital-c-suite-the-rise-of-the-chief-experience-officer.html

Maziarz, J. (2013, April 4). The rise of the chief experience officer. The CMO Site. Retrieved from http://www.thecmosite.com/author.asp?section_id=2865&doc_id=261577



Debunking Common Myths About Healthcare Consumerism

Consumers are taking a more active role in health care decision making, and healthcare consumerism will soon become a much more significant force according to a new report from McKinsey & Company. McKinsey identifies and debunks these key myths based on its survey and analysis of consumer behavior and attitudes:

  • Myth: Healthcare is different from other industries when it comes to expectations about the consumer experience.
  • Myth: Consumers know what they want and what drives their decisions.
  • Myth: Most consumers research their healthcare choices before making fact-based decisions based on their research.
  • Myth: Premium price is the only really important factor in purchase decisions.
  • Myth: Almost all consumers have a primary care physician and are highly reluctant to change doctors.
  • Myth: Retail clinics will remain a niche health solution.
  • Myth: Only young people are using technology to manage their health and healthcare needs.
  • Myth: Most people are willing to trust insurers to store their health records.

Both provides and payors should be ready to respond to and help shape healthcare consumerism as it evolves.

Source: Cordina J and others. Debunking common myths about healthcare consumerism. McKinsey & Company, Dec. 2015. http://www.mckinsey.com/insights/health_systems_and_services/debunking_common_myths_about_healthcare_consumerism

Posted by AHA Resource Center (312) 422-2050 rc@aha.org

How Much Will It Cost? How Americans Use Prices in Health Care

How many Americans are trying to find how much their health care will cost them? How are they using the information they find? Public Agenda wanted to know and conducted a representative survey of Americans to find the answers.

Here are key results from their survey:

  • Over half of Americans [56%] say they’ve tried to determine their out-of-pocket costs before getting care.
  • Most Americans are open to looking for better-value care, with 71% indicating higher prices are not typically a sign of better quality care.
  • Looking for price information does not necessarily mean comparing prices.
  • For those who have compared prices, most believe it has saved them money.
  • Obstacles to increasing more cost comparisons exist. Half of Americans are unsure how to find price information. Over half [57%] don’t think doctors in their network charge differently for the same service.
  • Insurers and providers could do more to help Americans manage their health care costs. Most [69%] thought a website showing different charges would be helpful.

Further details are available in the report.

Source: How much will it cost? How Americans use prices in health care. Public Agenda, March 2015. http://www.publicagenda.org/files/HowMuchWillItCost_PublicAgenda_2015.pdf

Related resource: Transparency for consumers: a hospital toolkit. American Hospital Association, July 2014. http://www.ahacommunityconnections.org/content/14transparencytoolkit.pdf

Posted by AHA Resource Center (312) 422-2050, rc@aha.org