invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. PX We are guided by compassion and integrity. | We are invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Aamer Ahmed, MBA | Director of Patient Experience
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Who are we? • Medical College of Wisconsin (MCW) & Froedtert Hospital • Academic Medical Center in Milwaukee, Wisconsin • Medical College Physicians (MCP) adult practice • Largest multispecialty group practice in WI – ~1500 Physicians & APPs – 19 clinical departments – Affiliated with Froedtert Hospital (516 beds)
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Froedtert Hospital is the major teaching affiliate of the Medical College of Wisconsin (MCW). • 773 of FMLH’s medical staff are MCW faculty members. • FMLH has 326 full-time equivalent Residents. • FMLH has 413 medical students. Froedtert Health’s Affiliation with MCW • Jointly operate a network of clinics • Have an affiliation agreement • Joint clinical chairs • Participate on the Clinical Executive Committee • Medical College Physician Board • Maintain individual business transactions
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Org Strategy F&MCW Strategic Plan Patient Centered Care Clinical Effectiveness Population Management Provider & Staff Engagement 3 Million Lives Financial Strength • Improve patient experience scores • Improve specialty care access (% under 7 days) • Improve primary care access • Reduce 30-day readmission rate • Improve on Specialty specific quality metrics • Improve ambulatory quality by achieving targets for process and outcome measures • Improve inpatient quality by achieving targets for mortality, safety and effectiveness • Track Hypertension • Reduce MCW and FH Per Member Per Month costs (PMPM) • Improve performance on IHN scorecard • Achieve targeted revenue at risk • Increase provider engagement • Increase staff engagement • Increase diversity score • Increase new patients • Increase unique patients • Increase managed lives • Achieve budgeted YTD MCW margin • Achieve budgeted FH margin • Reduce expense of FH CMI- weight adjusted discharge
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. PX Structure Aamer Ahmed, MBA Director of Patient Experience Patient Experience Coordinator Patient Experience Coordinator Patient Experience Coordinator
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Hardwired PX Tactics • Physician and Nurse service champions • AIDET training and validation for staff and physicians • Purposeful hourly rounding • Leader rounding in waiting room • Daily/ weekly huddles • Executive rounding • Internal transparency
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Service Champions • Who – Physicians – Clinic Managers • What – Validate workforce on communication • How – Communication skills lab – E-Validation forms
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Newer PX Approach Condition Focus Group Journey Map Prioritization Improvement Team
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Seeing through the patient lens
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Journey Mapping Template
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Improvement Interventions
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Managing Expectations
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Managing up people
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Managing Up Process
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Patient Comments Direct-to- Inbox
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Leveraging Volunteers
invested in discovery and innovation. We are committed to partnership, service and excellence. | We are leaders in transforming health care. Questions? Aamer Ahmed, MBA Director of Patient Experience & Provider Onboarding Medical College Physicians Froedtert Hospital 414-805-6228 [email protected]
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