Kelsey Loehr tells us how she built Cyber-incivility into an AI powered project improve BOTH staff AND patient well being.
I am grateful for smart colleagues like Kelsey Loehr. She leads our Workplace Violence workgroup at UCHealrh. As part of her work, Ashe built the telephone verbal violence tools and workflow. And then during the pandemic pivoted to Cyber incivility for messages that come in from MyChart.
Our big lesson: when AI flags incivil messages and auto routing them to our clinic managers and leaders allows rapid escalation. This benefits staff (avoiding difficult messages).
It also benefits patients who get a rapid escalation and often they do have a point, poor clinic process that could bear improvement.
Much more detail in the slides from Epic Userweb and come back when we will post our world premiere ukulele parody song: ‘Incivility’ a parody of the Beatles’ ‘Yesterday’.
Stay in Touch
Get new posts by email — no spam, unsubscribe any time.