Quản lý bệnh viện suy nghĩ và kinh nghiệm

SEPTEMBER 3 & 4, 2015
S E D O N A H O T E L
Y AN G O N , M Y AN M A R


Dr. Dilshaad Ali

Bringing international healthcare standards to Vietnam since 2003
Bringing international healthcare standards to Vietnam since 2003


Physician engaged caregiver
environments - a hospital
manager’s dream

Bringing international healthcare standards to Vietnam since 2003


Consumerism in
health care is
based on the
idea that
individuals should
have greater
control over
decisions
affecting their
health care.
Bringing international healthcare standards to Vietnam since 2003
Bringing international healthcare standards to Vietnam since 2003

DECISIONS








Physician
Provider
Modalities of treatment
Accessibility
Length of stay
Technology
Cost

Bringing international healthcare standards to Vietnam since 2003
Bringing international healthcare standards to Vietnam since 2003


Patients judge
their experience
by the way they
are treated as a
person not by
the way they are
treated for their
disease.”

Bringing international healthcare standards to Vietnam since 2003
Bringing international healthcare standards to Vietnam since 2003


No, we are not just
selling outcomes!

It is all about
Experiences
Bringing international healthcare standards to Vietnam since 2003
Bringing international healthcare standards to Vietnam since 2003


PATIENT CENTERED CARE.
Patient centered care
puts the patient and
their caregivers (i.e.,
family, close friends)
as an integral part of
the health care team .
Bringing international healthcare standards to Vietnam since 2003


PATIENT-CENTRICITY
 Team approach to care where the patient and their
caregivers are central players on the team.
 Requires that physicians, hospitals, insurers, pharmas to
be caregivers.

Bringing international healthcare standards to Vietnam since 2003


Dr is not GOD (anymore)

Bringing international healthcare standards to Vietnam since 2003


Bringing international healthcare standards to Vietnam since 2003


Down comes the
Primadonna
• Physicians today face
the challenge of
integrating themselves
into an interconnected
network of care that
transcends beyond
themselves.
• Healthcare managers
need to adopt an
inclusive approach
deploying inclusive
and consultative
methods to engage
physicians

Bringing international healthcare standards to Vietnam since 2003

You Dr…I Manager!!

Bringing international healthcare standards to Vietnam since 2003


Just like the 3 tenors…

Bringing international healthcare standards to Vietnam since 2003


Define the strategic point –
patient experience

Bringing international healthcare standards to Vietnam since 2003


The AXIS of Engagement

Communicate

Physician
Engagement

Empower

Bringing international healthcare standards to Vietnam since 2003

Build

BUILD PHYSICIAN
LEADERSHIP

• Create formal
physician
leadership roles
• Select/appoint
“right” physicians
• Clarify
expectations
• Train & Develop

Bringing international healthcare standards to Vietnam since 2003


BUILD PHYSICIAN
LEADERSHIP

•
•
•
•
•

Recognition
Support
Compensation
Incentive schemes
Succession

planning
• Talent
management

Bringing international healthcare standards to Vietnam since 2003


COMMUNICATION
•
•
•
•
•

Developing a
communication plan
Written
communication
SOPS / Work
instructions
Using a unifying
language
Developing physician
communication &
listening skills

Bringing international healthcare standards to Vietnam since 2003


Communication

• Formal/informal faceto-face meetings
• Transparent and open
information exchange
• Record and
implement action
plans
• Global dissemination
of information –
everyone on the same
page

Bringing international healthcare standards to Vietnam since 2003


Empower
•
•
•

•
•

Participating in
physician orientation
Developing physicianhospital compacts
Involving physicians in
decision-making and
strategies
Developing common
goals

Enforcing professional
behavior

Bringing international healthcare standards to Vietnam since 2003


Empower
• Visible leadership by
physician
• Transparency
• Responsiveness
• Allow trial and error
• Take physician input /
feedback seriously
• Accept differences
within rationality
• Encourage innovation
• Create joint
accountability

Bringing international healthcare standards to Vietnam since 2003


Physician Engaged Hospitals
• Both non-clinical and clinical employees,
especially physicians
• Attract, develop & retain the best talent
• Exceptional patient experience
• Grow as institutions of excellence
• Enhance business growth

• High levels of stakeholder satisfaction
Bringing international healthcare standards to Vietnam since 2003


Bringing international healthcare standards to Vietnam since 2003