We are in the midst of continuous transformation in the health care industry with a fundamental shift in our current business model. Value-based care is paying providers based on quality and cost of care measured by clinical outcomes, patient experience, information technology, care coordination and cost.  Moving from a volume-based to a value-based payment model will allow us to focus on patient-centered care and provide the best medicine of our lives. This is what our patients ask for and what they deserve.

As we prepare to transition into an Accountable Care Organization (ACO), we must pivot away from silos, variability in care, and care that does not put the patient first. Our practice must evolve to provide care that is team-based, engages patients and physicians in collaborative coordination of care, and whose primary focus is the patient. Accountability and risk sharing in meeting quality performance standards and lowering health care costs will ensure success in an ACO model.

Each of us has an opportunity and an obligation to lead in a way that positively impacts patient and organizational outcomes.  Patients are consumers before they ever become our patients. We must compete for patients. To do this successfully, we must exhibit intentional effort in demonstrating the value we provide. We must be innovative in finding new ways of improving the health of our patients, providing the services they need when and where they need them and provide an exceptional and differentiated experience that isn’t offered anywhere else. 

“The enterprise that does not innovate inevitably ages and declines. And in a period of rapid change such as the present…the decline will be fast.” Peter Drucker

It is has been an exciting 15 months at UT Health San Antonio.  I have enjoyed getting to know you and the unique talents and qualities each of you bring to our organization. Thank you for your passion and commitment to excellence in the care we provide to the patients who count on us every day.

Kenyatta Lee, MD, MHS-CL

Chief Quality Officer

Learning and implementing best practices in operations for UT Health Physicians can prevent mistakes, maintain a consistent flow of business to better meet patient demands, and keep our clinical practice profitable and productive. Below are a few updates of interest to our employees.

The holiday schedule for December and January has all practices closed for Mon., Dec. 25, Tues., Dec. 26 and Mon., Jan. 2. The primary care practice at the MARC will remain open on Sat. Dec. 23. We will follow normal hours Weds., Dec. 27 through Weds., Dec. 29. We are so thankful for you and wish you all a very happy holiday and wonderful new year!

Practice Managers and Administrators - Mark your calendars for the UT Health Continuous Improvement System - Access Summit, Fri., Jan.12, 2018.  For any questions, contact JoAnn Rios, 210-450-9027

The installation of new hand sanitizer and soap stations will begin on Dec.11 to help improve safety and prevent illness for our patients and each other. Gojo Company was selected to provide new automatic dispenser technology for Purell foam hand sanitizer in the hallways and in treatment areas. Contact Nancy Mendicino for any questions you may have.

A new primary care location will be opening Jan. 2018 in Shavano Heights as UT Health San Antonio continues its upward growth to provide exceptional, evidence-based care to our community. UT Health Physicians - Shavano will soon be providing complete primary care services for everyone, ages 2 and older. 

Patients are benefiting from their MyChart Fast Passes.  Fast Pass is the newest MyChart feature we've implemented to make scheduling and access more convenient for our patients. Remember to ask your patients if they would like to receive a Fast Pass when scheduling their appointments. A patient's Fast Pass will text or emails them if an appointment earlier than their original appointment becomes available. They will have the option to accept the new, sooner date or keep their originally-scheduled appointment. To receive a Fast Pass, patients must already by a MyChart user. If they are not on MyChart, please lead them through the process of signing up for MyChart. For questions, contact Casey Peterson or Jeanette Hernandez.

A new training will soon be available for front desk staff members. To continue building the skills and knowledge of our staff the Practice Operations team, together with the Epic training team are developing a new front desk training program to optimize revenue cycle management and patient collections. Training is expected to begin in Jan. 2018. For questions, please reach out to Theresa Lomperski.

Your Practice Operations Team is here to support all of you in your pursuit to provide exceptional care to UT Health patients. If you have any questions or need assistance, please reach out to your practice operations team: Casey Peterson, Senior Director of Practice Operations and Jeanette Hernandez, Director of Practice Operations.

The UT Health Way of communicating with patients includes the use of the A.I.D.E.T. acronym, a Studer communication tool. "AIDET® is a communication framework for healthcare professionals to communicate with patients and each other in a way that decreases patient anxiety, increases patient compliance, and improves clinical outcomes.

The acronym AIDET® stands for five communication behaviors: Acknowledge, Introduce, Duration, Explanation, and Thank You." (Studer Group) This tool has been introduced in both the Manager and Staff Certification Programs and will be included in the onboarding of every new faculty and staff.

To provide our patients with an exceptional and differentiated first and lasting impression, UT Health Physicians has adopted Gold Standard methods for the Acknowledge and Thank You elements of A.I.D.E.T.  It is expected that every patient will be greeted and thanked by our physicians, providers and staff using the following phrases: 

In-person greeting

“Welcome to UT Health.” 

Telephone greeting

“Thank You For Calling UT Health.”  

Farewell for both in person and on the telephone

“Thank You For Choosing UT Health.”

Communication is the foundation of any relationship, and using the methods of A.I.D.E.T. improves clinical outcomes and increases the patient, staff, and physician experience by providing a structured and consistent method of relationship-building.

Familiarize yourself with A.I.D.E.T. Each letter of the acronym is described below.

People go to doctors out of fear and hope — fear that something may be wrong, but hope that it can be set right. If these emotional needs don’t figure in the physician’s approach, he may be treating half the patient. The question is not now — any more than it has ever been — whether physicians should attach less importance to their scientific training than to their relationships with patients, but rather whether enough importance is being attached to everything involved in effective patient care.

~ Norman Cousins, 1989 

Patient (pey-shuhnt) noun: Derived from the Latin phrase, patientes estote, which means, suffering. Patients visit UT Health when they aren't at their best. They come to our practice looking for comfort and healing by the expertise of our trained nurses, physicians and staff. But, there is a reason we've placed the patient at the very top, the pinnacle, of our Continuous Improvement System pyramid.

The patient is the most important member of the healthcare team as no one stands to gain or lose more in the care we provide. Patients know their body and their feelings more than any other person ever could, no matter their professional training. Engaging the patient in decision making about their medical care empowers them to take an active role in their health, opens the door for open, honest communication and improves understanding. All of these contribute to better quality outcomes and a better patient experience.

Our patients have chosen to trust UT Health with their health and their lives. It is our responsibility to make them our top priority. 

Patients are our #1 Priority. 

Our Promise to our patients:  

We promise to:
·        Be friendly and welcome you warmly
·        Provide outstanding medical expertise
·        Be compassionate every step of the way
·        Give undivided attention to deliver a personal experience
·        Be sensitive to your needs and respectful of your time... always

This is our promise and our passion.

“The Flywheel effect” described by Jim Collins in his book Good to Great, describes how early efforts to push a flywheel reap great rewards as the heavy wheel begins to turn faster and faster with each push, ultimately maintaining speed from its own momentum. This has been the course of patient access due to the dedicated efforts of the practice staff, managers, and directors to serve our patients.

In furthering its mission of Making Lives Better™, UT Health Physicians has worked to streamline patient access . This led to the formation of the Access Committee (AC)* under the direction of Dr. Ronald Stewart and more recently, a subcommittee, the Access Taskforce (ATF)**, to carry forward the recommendations of its parent committee and to accelerate operations in regard to patient access. The overarching goals of the Committee and the Taskforce are to improve access so that a minimum of 65% of new patients receive appointments with primary care within seven days and with subspecialists within fourteen days.

Although the "access flywheel" has not reached full speed and momentum, the Access Initiative has made great strides since September. Ten of our seventy clinics are now meeting both access and slot utilization goals and scheduling work queues have declined 25%. And, compared to last year, slot utilization has seen a 6% increase, new patients seen within goal a 22% increase, completed visits a 13% increase, and new patients and consults a 19% increase.

Fast Pass, in which patients are offered earlier appointments via MyChart, and Practice to Practice Scheduling, in which clinics have access to schedule patients into other clinics, have made strides to simplify scheduling.

Soon, the Access Initiative will be rolling out an "Adaptive Reserve Survey" which will aid in getting a snapshot of the clinic environment from the perspective of the practice staff and provider. It is a 26-question, nationally-validated survey which was developed by Carlos Jaen, MD, PhD, Professor and Chair of Family and Community Medicine, and is required by the Agency for Health Care Research and Quality in practice studies and takes only a few minutes to complete. Really.

In time, our flywheel will be spinning independently, and all of our patients will get the appointments they want, when they want.

Daniel A. Johnson, MD

Chair, Access Taskforce

*Access Committee (AC):  Deborah Conway, MD; Pamela Glasscock; Carlos Jaen, MD, PhD; Nydia Kent; Stephen R. Krauss, MD; Meeghan Lautner; Laura Monroe; Diana Morrison; Patrick Nguyen, MD; Brian Reeves, MD; and Ronald Stewart, MD (Committee Chair).

**Access Task Force (ATF):  Timothy Barker; Marc F. Deschaine; Glenn Gross, MD; Pamela Glasscock; Kristen Hansman; Brandon Hartman; Jeanette Hernandez; Daniel A. Johnson, MD; Kenyatta Lee, MD; Casey Peterson; Carlos Rosende, MD, FACS; and Gorden Whiting.

As UT Health San Antonio doctors and the staff at University Hospital prepared to receive patients from the mass shooting at the First Baptist Church in Sutherland Springs, their training kicked in. Watch the interviews below, or read the entire story by clicking here.

2018 UT Health Physicians – Faculty and Staff Orientation

The next orientation will occur on Friday, January 19, 2018. Beginning February 9, 2018, orientation will begin taking place on the 2^nd Friday of each month. Orientation occurs from 8:00 a.m. - 4:30 p.m. at the MARC in Conference Room B. For questions, please contact Theresa Lomperski.

Staff Certification Program – Make-Up Session Dates:

Staff Certification Onboarding

Beginning February 8, 2018, we will launch the Staff Certification Onboarding Program. Sessions will take place on the 2^nd Thursday of each month from 1:00 p.m. -4:30 p.m. Any staff member scheduled for UT Health Orientation will automatically be enrolled for the Thursday Staff Certification Onboarding Program immediately preceding their scheduled orientation date.

For questions regarding certification programs, please contact JoAnn Rios.

According to the Centers for Disease Control and Prevention (CDC), seasonal influenza activity is increasing in the United States. The influenza (or “flu”) vaccination can keep you from getting sick with the flu and can reduce the risk of being hospitalized because of it. The CDC recommends everyone 6 months and older get a flu vaccine each season.

Remember, UT Health employees now receive a discount on co-pays and other services for primary and specialty care with UT Health providers.

Need to see a primary care doctor this week? UT Health Hill Country has next day appointments. Located just off I-10, only 10 minutes north of Loop 1604, you can call the UT Health Network Access Center for an appointment at 210-450-9090.

The UT Health Network provides discounts for UT Employees who use UT Physicians. UT employees and retirees, along with their dependents, now get discounts when they use UT providers or facilities with the UT SELECT medical plan. Visit UTHealthcare.org/UTSELECT  to learn more about the UT Health Network.

The care we provide at UT Health Physicians endures long after an appointment ends. A patient's opinion on how they were treated and the care they received are remembered always and shared time and time again. The good stories our patients share about our practice establish an expectation and a reputation each of us is called to uphold. Here are recent comments directly from our patients.

"I feel that there is NOTHING that could be done better. My provider (Sonja Brune and the staff are caring, knowledgeable) ."

"I cannot think of anything. I was treated with respect, given knowledge and the care I received has improved my quality of life."

"Dr. Bolfing was amazing. I was a new patient and was nervous but he put me right at ease. He answered all of our questions and really listened to our concerns. Because of this great experience, I would highly recommend Dr. Bolfing to my family and friends."

"Dr. Robert Schenken is the best doctor! I have to travel about 4-5 hours to see him, but my husband and I do not hesitate to travel to our appointments with Dr. Schenken. It was because of his care and treatments that I was able to conceive our first child! His staff is very attentive and responds to MyChart messages fast."

"Dr. Osswald & her staff always provide extremely knowledgeable, courteous & prompt attention to me as a patient. I know I am in good hands w/her."

"Your staff and medical team are the best. They are kind, efficient and never overbook and seem in a rush to move on. All my questions are answered completely and to my satisfaction. My mom and Sister recommended your facilities and I, in turn, have recommended your facilities to others. Having a MYCHART accessible 24/7 is a tremendous bonus and every time I have used it I have a quick response. Fantastic team all around. Keep up the great work !!"

"Dr. Van Sickle and staff were on top of things.  All was explained and given a written explanation.  My appointment was on time and I felt like I was not just a number but actually a patient!"

"I was most impressed by the efficiency of getting the appointment and the timely and friendly manners of the staff...I was most impressed with the professionalism and care/treatment I received by Dr. Stallworth. As a young and skilled faculty, he is the type of physician and academic faculty that we desire at UT-Health San Antonio. I would recommend him highly to any of my friends or colleagues that need an ENT/plastics procedure."

"Dr. Patel and staff are courteous and direct.  I always feel comfortable asking questions regarding my condition(s) and feel as though I am being listened to and given adequate time to convey concerns.  Our family is grateful I am under the care of Dr. Patel and associates.  Above all, I feel safe!"

UT Health providers make a difference in our community every day. This month, they were featured in the media for addressing the spike in HIV, the Santikos Suite opening at the Medical Arts & Research Center, studying the effect of insulin resistance on the heart, and much more.

'Controlled chaos': Trauma doctors, nurses labored to save lives in Texas' deadliest mass shooting - Featuring Dr. Ronald M. Stewart, Surgery 

AIDS Foundation Increases Patient Services at Eastside Clinic - Featuring Dr. Waridibo Allison, Infectious Disease

Dr. Cavazos honored by American Epilepsy Society – Featuring Dr. José Cavazos, Neurology

High profile sexual harassment cases share common trait, psychologist says - Featuring Dr. Bonnie Blankmeyer, Pyschology

Hope, progress at annual breast cancer symposium – Featuring Dr. Ruben Mesa, UT Health Cancer Center Director and Dr. Virginia Kaklamani, Director, UT Health Cancer Center Breast Center 

SA Researchers: ‘Whole Blood’ Transfusions Help Save Lives - Featuring Dr. Donald Jenkins, Orthopaedics

Real Men Wear Gowns: Managing prostate cancer - Featuring Dr. Michael Liss, Urology

Researchers define mechanism that causes kidney cancer to recur. Featuring Drs. Karen Block and Ronald Rodriguez 

Book lovers’ lunch to fight cancer - Featuring UT Health San Antonio President, Dr. William L. Henrich and UT Health Cancer Center Director, Dr. Ruben A. Mesa 

New UT Health Alzheimer’s institute hires the first director while raising millions - Featuring UT Health San Antonio President, Dr. William L. Henrich and Director of the Glenn Biggs Institute for Alzheimer’s & Neurodegenerative Diseases, Dr. Sudha Seshadri 

Treating the Gray Area of Asthma/COPD Overlap - Featuring Dr. Diego Caceres, Pulmonology

Teal Pumpkin Project brings Halloween to kids with food allergies - Featuring Dr. Mandie Svatek, Pediatrics

For more news visit the UT Health San Antonio Newsroom >>