Care Redesign
Clip
When Patients Want the Doctor, Not the Team (01:48)

Sometimes, patients just want to see the doctor — not a care team. “How do you navigate the way we get work done with the way patients perceive they want care?” Care Redesign Lead Advisor Amy Compton-Phillips asks Bastiaan Bloem, Founder of ParkinsonNet, and Sara Singer, Harvard expert on health care policy and management.

“Can I frankly disagree?” asks Bloem. “I think this old-fashioned idea that patients are stuck or married with their physician is an old idea. A unique role, but not the only role on the team.” Bloem describes ParkinsonNet’s voice of the customer program, during which patients said they would rather see the nurse for certain problems. “Most of our patients, when you let them speak freely with this new approach, told us they rarely need the physician,” he says.

“I do see both of those kinds of patients,” notes Singer. The difference, she says, lies with the physician and other providers having a strong relationship and shared knowledge about the patient. “Sometimes, if a physician can introduce the other provider to the patient, to give them the confidence that they are in fact collaborating, know each other, share the same information, it gives so much more confidence in the relationship that the other provider can have with the patient,” says Singer. “People call them warm handoffs, but it makes an enormous difference.”

From the NEJM Catalyst event Care Redesign: Creating the Future of Care Delivery at Kaiser Permanente Center for Total Health, September 30, 2015.

More From Care Redesign
odel for Complex Gynecologic Care Team at the Women's Health Institute

An Innovative Approach to Treating Complex Gynecologic Conditions

How the Women’s Health Institute at The University of Texas at Austin designed their clinic to provide comprehensive, team-based, and patient-centered care for women.

Massachusetts Community Health Centers Collaborative Teledermatology Process

A Teledermatology Initiative to Increase Access for Community Health Center Patients

A group of seven community health centers in Massachusetts collaborated to implement a teledermatology program that improved access to specialty care for patients with skin conditions and reduced overall dermatology spending.

Chang05_pullquote interpersonal medicine

Beyond Evidence-Based Medicine

Interpersonal medicine is not just about being nice — it’s about being effective.

Summary of Comprehensive Approach to Physician Behavior and Practice Change

Engaging Stakeholders to Produce Sustainable Change in Surgical Practice

How an initiative designed to improve patient outcomes and satisfaction while containing costs led to sustainable change in surgical practice and physician behavior.

Myths and Realities of Opioid Use Disorder Treatment.

Primary Care and the Opioid-Overdose Crisis — Buprenorphine Myths and Realities

There is a realistic, scalable solution for reaching the millions of Americans with opioid use disorder: mobilizing the primary care physician (PCP) workforce to offer office-based addiction treatment with buprenorphine, as other countries have done.

Coffey02_pullquote family-centered care in medical and surgical procedures

What If Family-Centered Care Were Extended to Medical and Surgical Procedures?

Though the concerns are valid, early experiences suggest that family member engagement may be an effective tool for improving the value of care.

Evidence Needed for Health Systems Change to Address Social Determinants of Health and Obesity and Diet-Related Diseases in Turn

Better Clinical Care for Obesity and Diet-Related Diseases Requires a Focus on Social Determinants of Health

To more effectively treat the problems of obesity and diet-related conditions, health systems need to restructure the traditional medical model of care delivery to address the social determinants of health.

People Living with Dementia Around the World - Value-Based Chronic Illness and Dementia Care

Value-Based Care Must Strengthen Focus on Chronic Illnesses

To effectively control costs and improve value, new models must address our increasingly older patients and chronic care patients, especially those with Alzheimer’s and related dementias.

The Barriers to Excellent Care Vary Widely Across Geographic Regions - both Rural Health Care and Urban Health Care

Survey Snapshot: Rural Health Innovations Born from Challenges

According to NEJM Catalyst Insights Council members, every health system has to develop its own definition of what is meant by “rural” health.

Same-Day Breast Biopsy Workflow at Baylor College of Medicine

How Care Redesign and Process Improvement Can Reduce Patient Fear

Seeing how clinicians take care of their own when they are in frightening situations was the epiphany that led to a same-day breast biopsy program.

Connect

A weekly email newsletter featuring the latest actionable ideas and practical innovations from NEJM Catalyst.

Learn More »

Topics

Quality Management

166 Articles

A Venn Diagram for Health Care…

A simple road map for health care organizations to follow when working through integration, which…

Opioids Epidemic

23 Articles

It Takes a Health Crisis

Health crises often unmask deep, underlying disparities and disadvantage in the communities that health care…

Finding the Resources to Resolve Public…

To what extent do health departments find the necessary community resources to solve public health…

Insights Council

Have a voice. Join other health care leaders effecting change, shaping tomorrow.

Apply Now