Becker's Clinical Quality & Infection Control

26 PATIENT & CAREGIVER EXPERIENCE Bain: 25% of clinicians want out of healthcare By Molly Gamble O ne quarter of U.S. physicians, advanced practice providers and nurses are considering switching careers and one third are considering switching employers, according to results from a survey conducted by Bain & Company. Below are some key takeaways from the survey and brief, which was released Oct. 11. 1. Of the 25 percent of clinicians who are thinking about exiting healthcare entirely, 89 percent cite burnout as the main driver. 2. Nearly 60 percent of physician, advanced practice provider and nurse respondents say their teams are not adequately staffed; 40 percent feel there is a lack of resources to operate at full potential. 3. Physicians' net promoter score dropped from 36 points in 2020 to 19 points today. 4. Clinicians at physician-led practices gave a net promoter score of 40 points compared to the 6 points from clinicians at non-physician- led practices, such as those operated by hospitals, health systems, parent companies or private equity funds. 5. e top three things clinicians care about most in their profession are compensation, quality of patient care and workload, according to the survey. Of those three, they are least satisfied with compensation (59 percent expressed satisfaction) and workload (60 percent). Eighty percent said they are satisfied with the quality of patient care. 6. Burnout shows up throughout clinicians' days, with 63 percent saying they feel worn out at the end of the workday, 51 percent saying they feel they don't have time and energy for family and friends during leisure time, and 38 percent feeling exhausted in the morning at the thought of another workday. e Bain U.S. Frontline of Healthcare Survey was conducted in July 2022 with 573 U.S. clinicians. n We've learned that to truly transform into a more customer-centric organization, we need to collaborate as never before, especially if we want to evolve quickly. We are also learning how data can help facilitate the building of trust. e more we leverage technology and data from our EHR and our new customer relationship management system, the more we are learning about what our customers actually want and need. We are also learning about how we can more effectively structure our practices and treatment sites to better meet customer and provider needs. We are turning many of our "access anecdotes" into "access facts." is can really help us support our patients and give the right resources to our physicians and care teams going forward. We have always believed that any truly successful access improvement effort can't just be "speeding up the treadmill" for providers and practices that are already dealing with burnout. We also are deeply aware that we are in what is perhaps the most tenuous period in recent history with regard to the well-being and engagement of our physicians, nurses and teams. A successful effort needs to be a win- win — structuring our business optimally to make things better for patients and also supporting an improved experience for our care teams. If we are going to accomplish that, we need to make culture change and building trust a foundational element of any effort to improve access. Becoming more consumer-centric should be a victory, not just for patients, but for all of us. n This New Jersey hospital improved HCAHPS scores with no new tech or renovations By Mackenzie Bean R WJ Barnabas Health's Monmouth Medical Center launched a simple patient experience strategy in 2021 that is paying off in big ways, Asbury Park Press reported Oct. 4. Early last year, the Long Branch, N.J.-based hospital created an eight-person clinical task force to address low HCAHPS scores. Rather than adopting new technology or planning major facility upgrades, the task force created a plan to help staff members brush up on their communication skills and bedside manner. Monmouth added afternoon patient rounding for nurses and physicians. All clinicians were coached to introduce themselves, make eye contact, listen to patients' questions and say "thank you" before exiting the room. Since rolling out the quality improvement project, the hospital has seen major increases in its HCAHPS scores for categories such as "doctors treat you with courtesy and respect," "doctors listen carefully to you" and "doctors explain in a way you understand." "Having communication with patients helped to build a strong relationship with them, and that will help in turn with (patients') compliance, too," Raghu Tiperneni, MD, chief resident at Monmouth who worked on the project, told Asbury Park Press. n

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