The Provider Relations team is continuously listening to and learning from physicians to help break down operational barriers and improve the continuity of care within our healthcare systems. Directors of Provider Outreach and Directors of Clinical Outreach (DPOs and DCOs) are focused on activities that create value for physicians and their patients and that also support growth.
Chief Executive Officer of East Georgia Regional Medical Center Stephen Pennington considers his Director of Provider Outreach (DPO) a central part of East Georgia’s strategy. “Our DPO’s knack for building relationships, listening and solving problems directly contributes to physician satisfaction and growth,” says Pennington.
Through their unique relationships, the DPOs work tirelessly to ensure PCPs and specialists are – and stay – connected to one another. The DPOs play a critical role in identifying continuity gaps within their health system which can ultimately lead to increased patient satisfaction and reduce outmigration of patients seeking care outside our community. “With the help of analytical data, the DPOs are able to share information with physicians about the number of their patients leaving the community, when instead, those patients could maintain continuity within the local healthcare system,” says Bravera Health Seven Rivers CEO Linda Stockton. “The DPO shares successful outcome data on services and new advanced technology available to provide the best care for our community. This helps physicians make more informed decisions when directing care for their patients. Without this critical communication about capabilities, they rely on just perception instead of taking time to understand the opportunities that exist within our community healthcare system.”
Longview Regional Medical Center CEO Steve Gordon agrees. “With all of the contacts and market insights my DPO has, she is able to think strategically about how she can connect physicians of the same or different specialties to leverage untapped or unmet opportunities in a way no one else on our team can,” says Gordon.
As an additional voice for physicians, DPOs and DCOs work to develop relationships with providers in acute and post-acute facilities, EMS and Fire agencies, Urgent Cares and Freestanding Emergency Departments (FSEDs) through consistent communication and face-to-face meetings. Once a barrier is identified, the Provider Relations team works with department leaders and administrators to find a resolution.
“Our DPO has her ear to the ground and is highly accessible to our physicians and their office staffs,” says Bo Beaudry, CEO of Cedar Park Regional Medical Center. “Physicians are very comfortable expressing their concerns to her – whether they’re related to scheduling or a particular experience that a patient had. Our DPO shares these concerns with the administrative team so we can quickly address them.”
And finally, the DPOs provide resources and support for new physicians and practices during the onboarding process by scheduling meetings and introductions with other employed and independent providers and hospital department heads and administrators.
According to Curt Junkins, CEO of Lake Granbury Medical Center, “One of the most challenging things for a new physician is learning who to go to when they encounter a specific problem with things like medical records, scheduling or how to order testing or do consults. By deliberately covering these items with new physicians from the onset, the DPO is able to facilitate a smooth transition. Once a physician is settled, the DPO stays connected, making our providers more comfortable about reaching out should they encounter a problem,” continued Junkins. “Our DPO is not just someone who listens to and reports concerns. She truly owns them and works to get them resolved.”
To learn more about Provider Relations or to speak with your DPO or DCO, contact a member of your hospital leadership team.