From:††††††††††††††††††††††††††††† Chief Medical Officer <>

Sent:†††††††††††††††††††††††††††††† Thursday, September 07, 2017 6:09 AM

To:†††††††††††††††††††††††††††††††††† Franzen, Amanda M

Subject:††††††††††††††††††††††††† Quest newsletter, Sept. 2017


Star ratings are here! Our UI Health Care patients can now see a verified rating associated with many physicians, with more coming as providers achieve 30 or more reviews. This new process highlights our transparency, promotes trust, and, with an average rating of about 4.7 out of 5 stars, showcases our excellence. Currently, star ratings are available only for outpatient physicians.

Learn more about the process, and don't forget to send us your comments, questions, and ideas about quality, safety, and patient experience to

óTeri Brennan, MD

Patient experience

5 myths that physicians believe about patient experience

  • Myth 1: HCAHPS is only a hospital metric. Fact: Performance on patient experience metrics can impact physician finances.
  • Myth 2: Patient experience is not a real clinical concern. Fact: Excellent patient experience drives clinical outcomes.
  • Myth 3: Patients rate their experience based on factors like amenities or nursing. Fact: Physicians hugely influence the most important drivers of experience ratings.
  • Myth 4: I donít have the time to spare for longer patient interactions. Fact: Better patient experience is about quality, not quantity.
  • Myth 5: Patient experience is not about physicians. Fact: The physician is the influencer in chief when it comes to patient experience.

Recent patient comments about compassion and empathy


Heparin-contaminated PTTs and heparin dose adjustments

Important patient safety alert: Multiple instances of heparin-contaminated false supra-therapeutic PTTs have been reported. These have led to inaccurate dose adjustments resulting in sub-therapeutic anticoagulation. 

Adult massive transfusion protocol update

Effective August 8, a revised Blood Center protocol for massive transfusion protocol (MTP) was implemented. This new protocol will affect all adult providers and nursing staff involved with massive transfusions. 

Hand hygiene adherence

Itís worth your time: 20 seconds to save lives. 


Lean training brings revelations to EMG team: Blame the process, not the person

Attendees of the two-day Lean Improvement Model for Health Care training continue to apply what they learned to make improvements to their work environment. One task that stood out was uploading EMG reports into the Epic system.

Documenting encephalopathy

Abnormal brain function is a common issue in hospitalized patients. These patients often require 1:1 sitters or other increased monitoring, medications, and extended length of stay. Consider reflecting the resources and level of acuity in the patientís chart, so that it is captured, and continuity of care is enhanced.


In case you missed it

Don't forget to submit your questions, ideas, or feedback on any of these topics to me at