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Cure Patients and Profits with Clear Communications

Cure Patients and Profits with Clear Communications . Presented by: Barbara K. McLaughlin, VP And John Lowery, Senior Director, Johns Hopkins Medicine Access Services. Alphabet Soup !. DFO, OPD, Contraindications, Biopsy, Carcinoma, BPH, metastasize , PROFEE, BPH, Lymphoma.

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Cure Patients and Profits with Clear Communications

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  1. Cure Patients and Profitswith Clear Communications Presented by: Barbara K. McLaughlin, VP And John Lowery, Senior Director, Johns Hopkins Medicine Access Services

  2. Alphabet Soup ! DFO, OPD, Contraindications, Biopsy, Carcinoma, BPH, metastasize, PROFEE, BPH, Lymphoma Your Text Here g and when you read this you can be confused NPO , ICU, EMR, PET, EKG, ECG Your appointment is schedulded for the 5th of December In order to expedite your appointment please bring your previous lab results, slides or X-Rays.

  3. My mission • To explore new worlds • To seek out new frontiers…. • To boldly go…….

  4. What Can We Do • We can demand our health providers give us information we can understand. • We can distribute samples of what we would like to see or receive from our health systems • We will no longer sign documents we cannot understand

  5. What Can We Do • We can tell everyone we know that we will not operate in the state of confusion anymore- • We will not have procedures just because someone says we should • We will not pay medical bills we cannot read or understand • We will not undertake treatments that don’t make sense • We will not take pills just because someone says to

  6. Confused patients • Terminology • Acronyms • Backgrounds • Experience • Culture

  7. Access Means…, Understanding Means… • Easy? • No Problemo!

  8. Going the distance…

  9. Johns Hopkins Medicine • As an organization we have committed, by the year 2020, to “address all barriers to access and disparity in quality care and outcomes”.

  10. JHM HandHolder™

  11. Understanding the Details

  12. What Patients Really Need

  13. Multi – Media Communications

  14. Results & Benefits • Patients arriving with completed medical history and other required info forms • Reduction in delays in clinic throughput • Compliance with preparation for procedures and surgeries • Patient and physician satisfaction • Ability to track bad addresses via centralized returned mail

  15. Measuring and Tracking Otolaryngology $358,323 Radiology $233,989 Net Revenue Gains $592,312

  16. What you take and why?

  17. Ever read this?

  18. What Patients want… Plain Language!

  19. Tailor the Message B. R. U. 24/7

  20. Quadrants of Clear Communication Written Audio Multi-Cultural Electronic

  21. References / Suggested Reading • “Written Communications that Inform & Influence” • Publisher - Harvard Business School Press • “Moments in Leadership” Case studies in Public Health Policy & Practice • Authors - Barbara DeBuono, Ava Rita Gonzalez & Sara Rosenbaum

  22. References / Suggested Reading • “ If Disney Ran Your Hospital, 9 1/2 Things You Would Do Differently • Author - Fred Lee • “US NEWS & World Report, • BEST HOSPITALS EDITION • July 23, 2007 • September 3, 2007 • Health Technology Assessment 2007

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