Q&A
Metrics used to assess the new 20-minute appointment policy at H+H
1:06:25
ยท
174 sec
Council Member Schulman inquires about the metrics used to assess the success of the new 20-minute appointment policy at H+H. Dr. Katz explains the various measures they are using and acknowledges the challenges.
- Metrics include ability to see new patients, continuity with existing patients, and lower no-show rates
- Dr. Katz acknowledges the policy has affected physician morale
- The goal is to balance seeing more patients with maintaining quality care and preventing physician burnout
Lynn C. Schulman
1:06:25
Because it helps them to see through the eyes of the actual line physicians Oops.
1:06:30
What's going on, in a particular area.
1:06:33
So that's important because if you don't do it at all and you don't Correct.
1:06:37
You don't sit with them, I mean, you don't you don't really know hands on what's going on, in the in with them.
1:06:45
So, I want to ask you just a a few questions about the 20 minute, rule.
1:06:51
What what metrics are being used to assess the success of the appointment, the 20 minute appointment policy?
Mitch Katz
1:06:57
So we've been doing ability to see new patients.
Max Fisher
1:07:01
Mhmm.
Mitch Katz
1:07:02
The continuity with existing patients, which is higher now, because it's helped us because it the what used to take 2 slots, by putting it one slot now, you know, gives us another slot for follow-up patients, and we have lower no show rates.
1:07:23
So, you know, the that that's what we do what we're doing.
1:07:26
I think another, metric that we're not yet up to is being able to say, and it has to do with the question that chair Narcisse asked, being able to say in every single facility who is doing some of the admin work and what are they doing and quantitating that so that people can feel like, yes.
1:07:45
You're right.
1:07:46
By doing x number of things, you've made my life easier, and that makes it more possible for me to see the additional person.
Lynn C. Schulman
1:07:55
Has the 20 minute appointment policy affected physician morale within H and H?
Mitch Katz
1:08:00
Well, I think from the doctors, you hear you will hear yes.
1:08:03
K.
1:08:04
I mean, they they, and, again, I have some insight.
1:08:10
It can be overwhelming to be a primary care doctor.
1:08:13
You feel like you're responsible for all the aspects of this person's care, and they're coming to you with all of these issues, and it can feel overwhelming.
1:08:25
And when you say, and now I want you to do one more thing, or now I want you to see someone you've never seen before, and I want you just to deal with just their, you know, most important issue, it feels wrong to people.
1:08:40
And I understand.
1:08:41
And I but I still think that the answer can't be 20,000 people on the waiting list.
1:08:47
The answer has to be that we have to learn to practice differently by focusing on the thing that people need the most that day, recognizing that even if you haven't done everything, if we didn't do this, you wouldn't have done anything.
1:09:02
Right.
1:09:03
They would have just been on the list.
1:09:05
So so, yes, you didn't do everything, but you did something, and you did the thing they cared most about.
1:09:10
See them back.
1:09:11
And by the way, we're gonna help you with these other tasks.
1:09:15
But I I I understand.
1:09:17
I I and I I feel it.