In 2008, Regional West leadership introduced a new concept in the delivery of healthcare called Physician Hospital Integration. The organization of a multispecialty medical and surgical group – Regional West Physicians Clinic – allowed participating physicians to be actively involved with hospital management in decision-making related to quality, safety, and patient care.

Flash forward to early this year when Regional West Physicians Clinic instituted a Network Operating Council (NOC) as part of a physician, provider, and patient satisfier initiative. The NOC was created to expand physician representation to the Physicians Clinic governing board, with each provider bringing a different background, perspective, and skillset to the council. The council is comprised of eight physicians, two advanced practice clinicians, and three administrative voting members.

Craig Krentz, Regional West Chief Network Executive, said the new council is continuing Regional West’s positive momentum to improve care and service at the Physicians Clinic.

“We are changing the way we do things at Regional West, and it’s important that physicians and providers have more of a say in how the Physicians Clinic is run,” he said. “The Network Operating Council members are advocates for our patients, and this makes it easier for us to hear their needs and concerns. Our physicians are the pipeline between Regional West and our patients.”

Mark Hartman, MD, a radiation oncologist with Regional West Physicians Clinic-Radiation Oncology and chair of the NOC, said that billing concerns and patients getting reminder phone calls are two examples of issues that are being addressed as a result of the NOC’s involvement.

“In some Regional West clinics, the rate of no-shows for appointments was up to 20%, which means for every patient who did not show for his or her appointment, another patient could have had that spot,” he said. “Nationally, the percentage is closer to 7%, so it was clear that we needed more meaningful communication. As a result of NOC discussion, we are instituting a calling process to patients before appointments, so the date and time are on their radar.”

Dr. Hartman said that billing process has also been a source of patient dissatisfaction, and through NOC and organizational efforts, a standard timing process for processing billing has been established and is being implemented. 

Krentz said the new council makes it easier to solve patient problems and concerns in a timely fashion, and that he’s noticed an increased level of physician engagement. He added that NOC physician communication and collaboration is a win-win for the organization.  

“Not only do our physicians have increased voting rights on our health system board, now they have voting rights on the NOC,” said Krentz. “When medical practitioners are engaged, patients and the organization reap the benefits. Clinician well-being is not only critical to enhancing patient satisfaction, but plays an important role in recruiting and retaining physicians. Physician and provider expertise is invaluable, and we appreciate their willingness to help drive clinic organizational strategy and change for the better.”

“The NOC has translated into a streamlined process for getting suggestions, praises, complaints, and concerns to the right people, so there is a definite pathway for results,” Dr. Hartman said. “I love the fluidity of how everyone has been coming together with good ideas – it’s been a smooth process.”

Dr. Hartman added that physician recruitment and retention has also seen a boost since the NOC was launched.

“Because we’re harnessing physician and provider expertise into running the clinics, they now have direct input into recruiting needs, which helps when recruiting the right person for the right position,” he said. “Once new physicians begin practicing at Regional West, they appreciate have the NOC as a go-to resource, which in turn helps them to be successful. Obviously, we want to do everything we can to retain a physician once he or she is here.”