Anthony Guerra’s Post

Transcript

I'm a big fan of showing the cards, showing all the data. And so for us to get a fast pass and open scheduling adopted across Baptist South at first was reluctant because people don't understand it. They understand what that meant. And it was a misunderstanding that, oh, my calendar is no longer going to be my mind to deal with somebody else. And it was exactly those concerns where that's not the case at all. What we're doing is finding synergies of appointment types and patient visit types. Not everything is good for open scheduling, that everything is good for fast pass. And sort of highlighting the wins, I'm gonna give you a specific win out. We have one of the best cardiology departments in all of northern Florida, three star STS ranked fantastic surgeons. I mean they are booked out solid and they are great dogs in their heart problem. These are some of the best docs to go to in the region. However, you couldn't get a visit right. You were stuck. You were waiting like 2-3 months for an encounter. It was like Oh my gosh, what are we going to do? What we realized looking at the schedule is how many people were scheduled and then suddenly pull out and not show. So you had a high no show rate or I'm scheduling is scheduled today but I really can't come in. Little Johnny Sick, I mean schedule next week. So you had these missed appointments, right? That was ripe for Fastpass, meaning that suddenly the appointment came up. I'm in the schedule for tomorrow. I'm going to get a call saying, hey Aaron, can you come in today? We're able to move those appointments up and get more patients in. As of year to date, they're at 132% of expected visits, meaning they're 32% / a year to date, right. Because of the technology and the processes and conversations we're having, they have happier patients. The physicians are like, hey, I no longer have these patients. I was expecting to see. When he bailed on me, but now Aaron's showing up. So I'm having better outcomes. It's a win, win, win, win. We now take that. We go to our rehab department. Our rehab has the same issue. They adopt it. Now they're up above what they're expected was. And so department by department, we're showing the cards, we're showing the data, we're showing the wins. We're letting physicians evangelize. Hey, this really worked for me. It didn't mess up my schedule. I'm still able to get off at 3:00 and go deal with whatever because I came in at 5:00 in the morning, all these pieces. But we're doing it with data. We're doing it hand in hand. It takes a minute though it takes some time, but I'm a big believer and put your cards on the table. Have a data-driven metric discussion. Be honest and transparent. And then were you standardize your standardized with eyes wide open and have a conversation about it. If I were to go into a room full of surgeons or physicians and say thou shall, they would throw me out before I could finish my sentence and they should and they should. But it is my job to empower them with knowledge and let them get their organically because I have yet to meet one physician in 20 years who does not want to wow and please their patients. Had not meant one, and they all want to do the right thing, but they also want to have a sense of life, which I can appreciate too.