Physician Satisfaction at WellStar Kennestone Hospital (Part 2 of the Series)

Robert Jansen, M.D., VP of Medical Affairs

As we draw near the Medical Staff Engagement Survey, I would like to update you on Kennestone’s active involvement to continue improvements based on survey feedback and how we are aligning our efforts with Dr. Stephen C. Beeson’s book Engaging Physicians.
As you may recall, the book focuses on the stages of building partnerships and how to foster satisfaction through these relationships. The stages include:

• Communicate Organization Vision and Goals
• Establish Physician Confidence and Trust
• Training Physicians
• Physician Measurement and Balanced Scorecard
•  Recognizing Physicians 

In the March edition of this newsletter, I focused on the stage, “Communicating organization vision and goals.” I highlighted partnerships that have been strengthened between leadership and physicians, Kennestone’s new physician orientation, leader to physician rounding, Physician Town Halls and the creation of the Medical Staff news you are viewing.

In part two of the series, I would like to focus on the stages, “Establishing physician confidence and trust” and “Training physicians.”

By focusing on “establishing confidence and trust,” we hope to reinforce the stage that Dr. Beeson refers to as the “most important stage in building physician partnership and loyalty.” Kennestone realizes the importance of this and plans to strengthen the area in the following ways.

1. Based on feedback, Kennestone needed to establish a problem resolution process for our physicians. This process was developed to help resolve issues between physicians and hospital leaders and/or other team members. Within the process, guidelines were established to allow for a structured, timely investigation and response, outlining who to speak with, the amount of time provided to investigate and a follow up with the originator of the issue.
2. Although I am available to speak to team members, many times a confidential option is needed for our physicians. A toll-free confidential hotline is now available to physicians, which is managed by an outside company. All phone calls require a written response within a set period of time. The Physician Hotline  (1-888-800-5094) is available for calls 24 hours a day/7 days a week.
3. Specific to Kennestone, our confidential “blog” is available via eSource -> Kennestone -> Feedback. This feedback tool allows physicians to post questions which will be answered and posted for public viewing on the Web site while the question’s source remains anonymous. You may also view questions and answers from previous months on the site.
4. If you prefer speaking to leaders one-on-one, Kennestone is providing this option via leader rounding. Our leaders are making regular in-person visits to physicians. These visits allow an opportunity to provide feedback and to receive instant answers or action on a request.

The next stage of focus is “Training physicians.” Training ensures the nurturing and growth that all of our physicians need and desire and is being increased in the following ways.

1. As we continue to “Make every day a safe day at WellStar,” a key component is providing physicians and hospital team members training through the WellStar Safety First program. The program provides a consistent message and process for creating a safe hospital environment. As of last year, the training is offered through our new physician orientation.
2. A Physician Leadership Academy is under development which would provide training in management skills and medical staff leadership. The program is being developed as a partnership between medical staff leaders and WellStar Organizational Learning.
3. The creation of a physician orientation program. 

I hope you can see how hard at work we have been since our last survey. Our goal is to continue to improve the ease of practice, relationships with physicians and patient care at Kennestone.

In closing, be sure to look for my final article in this series in May and take a few minutes to participate in the upcoming Medical Staff Engagement Survey April 19 - June 7. Please remember all comments are confidential and provide the needed direction for continued improvements.