Improving outcomes in outsourced product development: a joint consultant-client perspective

Although firms increasingly outsource front end product development activities to production suppliers or design consultants, this practice has received little scholarly attention. The few existing academic studies report high failure rates but generally present only the client firms’ view of the causes. Our first results from in-depth interviews of both clients and consultants give a richer picture of enablers of success and causes of failure. We confirm some previous findings(internal divisions within the client, “poor communication” between parties),identify new ones (inadequate client capabilities, failure to transfer design intent), and combine them into a comprehensive model of outsourced product development that includes negotiating project scope, continuously managing expectations, and carefully re-integrating the design output into the client’s operations. Finally, we classify several types of client dependency (need for new ideas, extra capacity, or specific technical expertise) and highlight the particular hazards associated with each

Evidence-Based Protocol: Standardizing Handoffs to Improve Outcomes

Nurse to nurse handoffs were identified as an area for improvement in an acuity-adaptable, progressive care (AAPC) unit in a Midwestern hospital. By using the Plan, Do, Study, and Act (PDSA) quality improvement framework, the content of handoffs was standardized by the creation and use of a handoff tool, organized in a Situation, Background, Assessment, Recommendation (SBAR) manner. Outcomes of nursing satisfaction and incidental overtime were improved after the implementation of the handoff tool. This cost neutral project has a cost savings potential of $2000/year with the reduction of incidental overtime

A Team-Based Approach to Studying Complex Healthcare Processes

Communication is a critical aspect of clinical work. In 2010, the Joint Commission (JC) found that gaps in communication were among leading factors contributing to medical errors. Healthcare processes, such as patient discharge, depend on interdisciplinary communication to be successful. Electronic health records (EHRs) have the potential to facilitate communication and information sharing between interdisciplinary care team members; however, challenges remain in designing tools for team-based care and questions remain in understanding how EHRs impact interdisciplinary team communication. This dissertation focuses on understanding how EHRs can be designed to support communication and information sharing within interdisciplinary patient care teams. The first aim of the dissertation investigated how EHRs impact interdisciplinary clinical teams’ communication, shared mental models, and information sharing activities. The results showed that implementing new EHR tools appeared to have little impact on communication and shared mental models, but new information sharing activities mediated by EHR developed. These changes and lack thereof suggest that new EHR tools will be specifically needed to facilitate interdisciplinary team information sharing activities. The second aim of the dissertation investigates the information sharing activities and information needs of interdisciplinary team members during patient discharge. The results showed that the information clinicians sought out during discharge depended on the roles that person played as well as the progress of the discharge process. Future EHR tools should be aware of how patient care teams are progressing through the patient discharge process in order to provide information contextualized to their current tasks. In conclusion, interdisciplinary team communication and information sharing remain poorly supported by current EHRs and new tools designed specifically for interdisciplinary teams should provide information based on the completion of team activities

Electronic Information Sharing to Improve Post-Acute Care Transitions

Hospitals frequently transfer patients to skilled nursing facilities (SNFs) for post-acute care; information sharing between these settings is critical to ensure safe and effective transitions. Recent policy and payer initiatives have encouraged hospitals and SNFs to work together towards improving these care transitions, and associated patient outcomes such as avoidable re-hospitalizations. Exchanging information electronically, through health information exchange (HIE), can help facilitate information transfer, and has shown benefits to patient care in other contexts. But, it is unclear whether this evidence translates to the post-acute care context given the vulnerability of this patient population and complexities specific to coordination between acute and post-acute care settings. Chapter One estimates the national prevalence of hospital’s engagement in HIE with post-acute providers, and explores potential factors prompting this investment. 56% of hospitals report some level of HIE with post-acute care providers. This investment appears strategically to be more incidental than intentional; hospitals’ overall level of sophistication and investment in electronic health records and HIE strongly predicts whether HIE is occurring in the post-acute transition context. However, we see some evidence of association between participation in delivery and payment reforms and hospital use of HIE with post-acute providers. This suggests that HIE may increasingly be considered part of a comprehensive strategy to improve coordination between hospitals and post-acute care providers, though may lack the necessary customization to achieve meaningful value in this context. Chapter Two utilizes a difference-in-differences approach to assess HIE impact on patient outcomes in the post-acute context, exploiting one focal hospital’s selective implementation of HIE with just three partnering local SNFs. I find no measurable effect of HIE implementation on patient likelihood of re-hospitalization, relative to patients discharged to SNFs without HIE. However, log files that capture when and how these SNF providers use available HIE technology reveal significant variation in usage patterns. HIE was more often utilized following discharge situations where transitional care workflows may not be particularly robust, such as discharge from the ED or observation rather than an inpatient unit. However, the system was less likely to be used for more complex patients, and for patients discharged on the weekend – when SNFs operate at reduced staffing and may not have the bandwidth to leverage available technology. When we connect variation in usage patterns to likelihood of readmission, realizing patient care benefits depended on the timing (relative to patient transfer) and intensity (depth of information retrieved) of use. Chapter Three employs qualitative methods – semi-structured interviews with the focal hospital and five proximate SNFs – to better understand hospital-to-SNF transitions, and perceived opportunities and challenges in using HIE functionality to address information gaps. We capture five specific dimensions of information discontinuity; utilizing IT to address these issues is hindered by lack of process optimization from a sociotechnical perspective. Some SNFs lacked workflows to connect those with HIE access to the staff seeking information. Further, all facilities struggled with physician-centric transition processes that restricted availability of critical nursing and social work documentation, and promoted organizational changes that strengthened physician-to-physician handoff while unintentionally weakening inter-organizational transitional care processes. HIE has the potential to address information discontinuity that compromises post-acute transitions of care. These findings facilitate targeted efforts to help hospitals and SNFs pursue HIE in ways that are most likely to result in improved care quality and patient outcomes.PHDHealth Services Organization & PolicyUniversity of Michigan, Horace H. Rackham School of Graduate Studieshttps://deepblue.lib.umich.edu/bitstream/2027.42/146031/1/dacross_1.pd

Improving adherence to mental health treatment in a low-income clinic

The increasing prevalence of mental illness in the United States presents significant challenges for primary care providers in low-income settings. Integrated Behavioral Health (IBH) programs have resulted in improved general health for low-income participants; however, managing appointment adherence, in which the patient attends appointment as scheduled, is particularly challenging. The purpose of this pilot project was to implement bundled interventions at a low-income primary care clinic to improve patient adherence to behavioral health treatment. The bundle of interventions included: 1) educational interventions emphasizing the benefits of IBH care 2) warm patient handoffs between the primary care provider to a behavioral health specialist at the primary care appointment, and 3) follow-up calls by behavioral health counselors for missed appointments. After the introduction of interventions, the average number of patients who no-showed for their appointment decreased by 60%, and the average number of patients who cancelled decreased by 15%. These differences were significant (x2 = 9.263, df = 2, p \u3c 0.01). This pilot project showed that patients who were exposed to the bundle were more likely to keep their appointments and less likely to miss

Behavioral Health Consultants in Rural Integrated Healthcare: A Systematic Replication and Program Evaluation

As the healthcare demand in the United States increases, the strain on available healthcare resources becomes more evident, marked by limited access to services and physician shortages. To meet growing patient demands, the Primary Care Behavioral Health (PCBH) model focuses on improving clinical outcomes, fiscal expenses, patient satisfaction, and provider satisfaction in primary care settings through the integration of behavioral health consultants (BHCs; Sandoval, Bell, Khatri, & Robinson, 2018). The present study was a systematic replication of a previously conducted program evaluation examining the impact of BHC services within a primary care practice in a rural Oregon county, focusing on provider satisfaction, patient satisfaction, and cost offsets. Results indicated significant increases in provider satisfaction compared to initial survey results in 2014. Positive levels for patient satisfaction were also reported. Fiscal decreases were minimal, with small effect sizes for ambulance services (d = 0.29), labs (d = 0.35), and facility expenses (d = 0.27). In all, results of the present study support the use of BHC services in the integrated primary care model to meet the needs of patients and providers alike

Fidelity monitoring across the seven studies in the Consortium of Hospitals Advancing Research on Tobacco (CHART)

Background This paper describes fidelity monitoring (treatment differentiation, training, delivery, receipt and enactment) across the seven National Institutes of Health-supported Consortium of Hospitals Advancing Research on Tobacco (CHART) studies. The objectives of the study were to describe approaches to monitoring fidelity including treatment differentiation (lack of crossover), provider training, provider delivery of treatment, patient receipt of treatment, and patient enactment (behavior) and provide examples of application of these principles. Methods Conducted between 2010 and 2014 and collectively enrolling over 9500 inpatient cigarette smokers, the CHART studies tested different smoking cessation interventions (counseling, medications, and follow-up calls) shown to be efficacious in Cochrane Collaborative Reviews. The CHART studies compared their unique treatment arm(s) to usual care, used common core measures at baseline and 6-month follow-up, but varied in their approaches to monitoring the fidelity with which the interventions were implemented. Results Treatment differentiation strategies included the use of a quasi-experimental design and monitoring of both the intervention and control group. Almost all of the studies had extensive training for personnel and used a checklist to monitor the intervention components, but the items on these checklists varied widely and were based on unique aspects of the interventions, US Public Health Service and Joint Commission smoking cessation standards, or counselor rapport. Delivery of medications ranged from 31 to 100 % across the studies, with higher levels from studies that gave away free medications and lower levels from studies that sought to obtain prescriptions for the patient in real world systems. Treatment delivery was highest among those studies that used automated (interactive voice response and website) systems, but this did not automatically translate into treatment receipt and enactment. Some studies measured treatment enactment in two ways (e.g., counselor or automated system report versus patient report) showing concurrence or discordance between the two measures. Conclusions While fidelity monitoring can be challenging especially in dissemination trials, the seven CHART studies used a variety of methods to enhance fidelity with consideration for feasibility and sustainability. Trial registration - Dissemination of Tobacco Tactics for hospitalized smokers. Clinical Trials Registration No. NCT01309217. - Smoking cessation in hospitalized smokers. Clinical Trials Registration No. NCT01289275. - Using “warm handoffs” to link hospitalized smokers with tobacco treatment after discharge: study protocol of a randomized controlled trial. Clinical Trials Registration No. NCT01305928. - Web-based smoking cessation intervention that transitions from inpatient to outpatient. Clinical Trials Registration No. NCT01277250. - Effectiveness of smoking-cessation interventions for urban hospital patients. Clinical Trials Registration No. NCT01363245. - Comparative effectiveness of post-discharge interventions for hospitalized smokers. Clinical Trials Registration No. NCT01177176. - Health and economic effects from linking bedside and outpatient tobacco cessation services for hospitalized smokers in two large hospitals. Clinical Trials Registration No. NCT01236079

An evidence-base for the implementation of hospital-based palliative care programs in routine cancer practice:A systematic review

Background: Despite global support, there remain gaps in the integration of early palliative care into cancer care. The methods of implementation whereby evidence of benefits of palliative care is translated into practice deserve attention. Aim: To identify implementation frameworks utilised in integrated palliative care in hospital-based oncology services and to describe the associated enablers and barriers to service integration. Design: Systematic review with a narrative synthesis including qualitative, mixed methods, pre-post and quasi experimental designs following the guidance by the Centre for Reviews and Dissemination (PROSPERO registration CRD42021252092). Data sources: Six databases searched in 2021: EMBASE, EMCARE, APA PsycINFO, CINAHL, Cochrane Library and Ovid MEDLINE searched in 2023. Included were qualitative or quantitative studies, in English language, involving adults >18 years, and implementing hospital-based palliative care into cancer care. Critical appraisal tools were used to assess the quality and rigour. Results: Seven of the 16 studies explicitly cited the use of frameworks including those based on RE-AIM, Medical Research Council evaluation of complex interventions and WHO constructs of health service evaluation. Enablers included an existing supportive culture, clear introduction to the programme across services, adequate funding, human resources and identification of advocates. Barriers included a lack of communication with the patients, caregivers, physicians and palliative care team about programme goals, stigma around the term ‘palliative’, a lack of robust training, or awareness of guidelines and undefined staff roles. Conclusions: Implementation science frameworks provide a method to underpin programme development and evaluation as palliative care is integrated within the oncology setting.Farwa Rizvi, Helen Elizabeth Wilding, Nicole M Rankin, Roslyn Le Gautier, Lorna Gurren, Vijaya Sundararajan, Kylee Bellingham, Joyce Chua, Gregory B Crawford, Anna K Nowak, Brian Le, Geoff Mitchell, Sue-Anne McLachlan, Tanara Vieira Sousa, Robyn Hudson, Maarten IJzerman, Anna Collins, and Jennifer Phili

Effects of EMR on Community Health Center Communication

Electronic medical record (EMR) systems impact healthcare communication in a significant number of ways. The physical presence of the EMR in the examination room can negatively impacts patient-provider communication. This research examined the impact of EMR on patient-provider communication within the microcosm of the community health center. The data for this research was collected via a quantitative survey using a random sample of 513 (10%) of the 5,101 patients of the Northwest Community Health Center (August 2021 to August 2022). These participants were at least 18 years of age and had seen their medical provider in the previous 12 months. Many themes arose from the research participants who were uncomfortable with the EMR or the use of technology in the exam room. Understanding the benefits or even the general functionality of the EMR allows the patient to feel more comfortable with its use and to become more tolerant of the presence and use of technology during the physician encounter. Furthermore, as the possession and use of current technologies diminishes amongst the study’s participants, so does their preference for their provider to use an EMR. To comprehend the impact EMR knowledge has on the patients’ perception of its utilization, a crosstabulation between staff and non-staff patients underlined the fundamental difference. When asked what type of chart they would prefer their medical provider to use, a quarter of non-staff patients preferred electronic medical records, whereas two-thirds of the staff, who are also patients of the community health center, preferred the same. These findings indicate a need to educate patients about the benefits of the EMR and the advantage of accessing the EMR in the exam room. Furthermore, enhancing the providers’ communication skills will help them comprehend the prevalent communication barriers created by accessing the EMR in the exam room. The quality of the interaction between the patient and provider is critical to the patient’s health outcomes. Improved communication leads to better emotional and physiological health, compliance with treatment recommendations, pain management, and symptom resolution