Quality Care Critical to Success

Jean Robillard gives an update on the new structure, priorities and changes in the UI's ambulatory care services

Improving the patient's experience is critical for the success of not only UI Hospitals and Clinics but also medical education and research at Iowa, said UI Vice President for Medical Affairs and UI Carver College of Medicine Dean Jean Robillard ('74 F) at addresses to faculty on June 6 and 7 that also included reports from Senior Associate Vice President for Medical Affairs and CEO of UI Hospitals and Clinics Donna Katen-Bahensky and Dr. Craig Syrop ('84 R) Associate Vice President for UI Physicians.

The address was part of a continuing series of reports to the faculty, updating them on the progress of recommendations to improve ambulatory care delivery and emphasize the newly integrated health care system.

'High quality of patient care is the driver of everything we do at this place,' Robillard said. 'We are one institution.'

The benefits of further integration between the College and UIHC are many, he said, from improved communication between units to more tailored education for medical students. The integration will also benefit the upcoming medical center campaign, which will be targeted toward grateful patients.

Robillard said leadership is in the process of thinking about 'the hospital of the future,' and feels optimistic that the environment is favorable to making great strides in this area. He cited approximately $40 million in new salary appropriations and the recently passed Iowa Stem Cell Research and Cures Initiative as good signs that the state is ready to work with the UI to enhance health care, research and education.

Robillard emphasized that the quality of care at UIHC is already excellent, but admitted that sometimes it's difficult for patients to be seen, whether it be because of bureaucratic red tape, miscommunication, difficulty scheduling appointments in a timely fashion or waiting times in clinics.

'We have to have the perfect patient experience in this place,' Robillard said. 'It starts in the parking lot, it continues with the cleanliness of the hospital, the quality of the nursing care, the clinics, and the physicians. This kind of vision and value should be in everybody's mind.'

The patient experience is already being enhanced said Syrop, who reported that the hospital has begun taking steps to streamline the scheduling process by trimming the number of appointment types by half.

'When we addressed the faculty earlier this year, we had 3,000 different appointment types and almost an equal number of scheduling templates,' Syrop said. 'That's been cut in half and now we are cutting it in half again. We've got to reduce the complexity so that patients can be scheduled more easily.'

Other strides in ambulatory care include a pre-registration system that is almost ready for use, UI Physicians' newly adopted standards for physician attendance in clinic, and the implementation of a new customer-service training program called 'The Academy.' Select hospital personnel are currently enrolled and will train front-line staff in August.

Even simple measures are making a difference, Syrop said, like making sure exam rooms include all the necessary supplies to complete a patient visit without the physician having to leave the room, or compiling waiting lists by zip code so that when a patient doesn't show up, there's another one close by who might be able to take that slot. 'That's a relatively easy way to increase capacity,' Syrop said.

Leaders are also taking a look at physician productivity, Syrop said'not to be punitive, but rather to 'match up capacity and opportunities by department and physicians.' The goal will be to see which clinics may need more help or might be able to expand.

There's no doubt that UIHC physicians are busy. Katen-Bahensky reported that the hospital's volume has increased almost 7 percent from last year at this time. The Emergency Treatment Center's volume is up 10.5 percent since last year, bringing in 1,100 new admissions to the hospital.

'I want to thank the faculty and staff for this volume,' she said. 'It doesn't come easily. I think it's the result of recruiting excellent clinical leaders who are recruiting excellent faculty members, along with just getting the word out around the state about the quality of services and care here. I think our reputation is continuing to be enhanced every day.'