PinnacleHealth’s Patient Engagement Coach for Clinicians: Supportive Peer at Provider’s Elbow

Kathryn ShradleyHow receptive are clinicians to being coached in patient engagement techniques? At PinnacleHealth, provider reaction to rollout of patient engagement coaching has followed a standard bell curve, notes Kathryn Shradley, PinnacleHealth’s director of population health.

In this HealthSounds episode, Ms. Shradley outlines the framework underscoring the engagement coach’s supportive and educational role while at providers’ elbows as well as ways the health system earned clinicians’ support for the initiative.

During A Two-Pronged Patient Engagement Strategy: Closing Gaps in Care and Coaching Clinicians, an August 2017 webinar now available for replay, Ms. Shradley describes her organization’s two-pronged approach to increase engagement rates across the health system, including details on the key patient survey data that helped to shape this program, three ways PinnacleHealth works to engage its more resistant patients, and more details on the essential role of the engagement coach for clinicians.


Length: 3:49 minutes

Integrated Case Management: The Surprise Question That Can Improve Timeliness of Hospice Referrals

Laura OstrowskyFor patients with cancer, palliative care should begin at diagnosis to help them shoulder the disease’s emotional, physical and financial burdens, explains Laura Ostrowsky, director of case management at Memorial Sloan Kettering Cancer Center (MSKCC). However, for multiple reasons, referrals to hospice frequently happen too late for MSKCC patients to derive full benefit from that service.

In this episode of HealthSounds, Ms. Ostrowsky shares some key questions for integrated case managers to ask providers to improve timeliness of hospice referrals, patient and family satisfaction with hospice service, and awareness of end-of-life care. The strategy is one way MSKCC uses integrated case management to validate its worth in a value-based system: providing the best care in a quality-effective manner.

During Integrated Case Management: A New Approach to Transition Planning, an August 2017 webinar now available for replay, Ms. Ostrowsky outlines MSKCC’s use of a team-based case management model that follows patients as they transition across the health system.


Length: 3:06 minutes

4 Foundational Behaviors Forge Framework for UnityPoint Health Patient Experience Improvement Plan

Paige MooreTo engage staff in its patient experience improvement action plan, UnityPoint Health defined four foundational behaviors expected of every team member (not just providers) across the organization.

In this podcast, Paige Moore, director of patient experience at UnityPoint Health, describes the rationale and rollout for the four behaviors, which are based on patient and visitor feedback and comments.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a July 2017 webinar now available for replay, Ms. Moore shares how the deployment of department-specific service action teams facilitated the switch from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.


Length: 3:56 minutes