Ukulele: Dear Burned Out Colleague

Ukulele at CHIME17

Ukulele at Epic UGM17 CEO Council

Thanks to the organizers at CHIME17 for a great conference. Just returned from giving my presentation on “EHR 2.0 Sprints: Can Providers and EHR’s Just Get Along?” with my collaborator and colleague Steve Hess, CIO at UCHealth.

We are all about improving the well-being of our provider colleagues using the EHR by developing our 2-week in-clinic technology sprints to improve provider efficiency. We created an 11-person team, led by a physician informatics, managed by a project manager, with a clinical nurse informaticist, 4 Epic analyst-builders and 4 Epic trainers. Their main directive: “Go in there and make things better, but whatever you do, you must be done in 2 weeks.” They spent 1/3 of their time on building new, specialty-specific custom tools and 2/3 of their time on training efficiency strategies on the existing EHR tools. Most importantly, they created a people/process/tools conversation and redesigned quite a few workflows.

We measured Net Promoter Score (NPS: range of -100: terrible, to +100: perfect). We are gratified to be able to move our providers from an NPS of -15 to a +13 by end of a 2-week Sprint. And, the NPS for Sprint itself (how likely would you recommend Sprint to friends or colleagues?) was +54, which is up the range for Apple, Inc. We are in good company!

We also measured provider burnout on the Maslach Burnout Inventory scale. At baseline we found a 39% burnout rate, which decreased to 35% when measured within a month after completion of the 2-week sprint, a small but significant decrease. Importantly, providers told us “finally, someone cares!” “You made me a better mother! – I’m getting home to see my family.” and “I’m no longer going to retire because of EHR issues.” The rapid cycle improvements made a huge difference provider satisfaction.

From the great attendance at our session (standing-room only?!?), it seems there’s lots of interest also from many in the healthcare CIO community; and for that we are grateful for their feedback and conversation.

And, as with other talks I give, I ended with a song… enjoy!

CMIO’s take? Dance like no one can see you; Sing like no one’s listening.

Author: CT Lin

CMIO, UCHealth (Colorado); Professor, University of Colorado School of Medicine

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