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
RumballSmith03_pullquote personalized hospital ratings

Personalized Hospital Ratings — Transparency for the Internet Age

Patient user-determined weights could become a highly desirable feature of future hospital ratings.

Dispersion of Palliative Core Skills via a Train-the-Trainer Palliative Care Mentor Model

Back to the Future?

Restoring focus to palliative care through a train-the-trainer model for non-palliative care physicians.

Rosenbaum02_pullquote tailwinds

Twitter Tailwinds — Little Capsules of Gratitude

We would be remiss if we didn’t constantly and exactingly focus on addressing all of medicine’s shortcomings. But how to balance fixing what’s wrong with holding on to all that’s right?

Zane06_pullquote technology to save primary care

Embracing Technology to Save Primary Care

Adding providers won’t solve the health care crisis — but thoughtfully and deliberately deploying technology just might.

Griffin Myers Head Shot Oak Street Health

Rebuilding Health Care as It Should Be: Personal, Equitable, and Accountable

How Oak Street Health, a full-risk, value-based primary care model and social determinants practice, embeds itself in the community to keep its elderly population, “happy, healthy, and out of the hospital.”

Telemedicine Online Care Group Cleveland Clinic Express Care Online Quality Improvement - Next Steps

Ensuring Clinical Quality in Telemedicine

How Cleveland Clinic and Online Care Group designed a data-driven quality improvement telemedicine ecosystem.

Endless Forms Most Beautiful - Evolving Toward Higher-Value Care Cover Image

Endless Forms Most Beautiful: Evolving Toward Higher-Value Care

How Providence St. Joseph Health devised a Value-Oriented Architecture to guide physician practice.

Standard Treatment Algorithm for Patients with hepatitis C virus HCV at Geisinger Clinic and for Improved Sustained Virologic Response Rates in Geisinger ProvenCare Model

Enhanced Cure Rates for HCV: Geisinger’s Approach

To reduce the burden of hepatitis C in central Pennsylvania, Geisinger Clinic designed a comprehensive assessment and treatment protocol to improve sustained virologic response rates.

The HCD Human-Centered Design Kaiser Permanente Compass

Human-Centered Design and Performance Improvement: Better Together

Kaiser Permanente’s initiatives with combining HCD and PI point to the potential to improve the health care experience and outcomes of patients and providers.

Choi01_pullquote customizable electronic health records

Subscribing to Your Patients — Reimagining the Future of Electronic Health Records

Rather than searching EHRs to check on patients, what would it be like to instead subscribe to Ms. Jones in room 328?

Connect

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

Learn More »

Topics

Safety-Net Providers Lead Disruptive Innovation

Improved targeting of resources must be a consideration if we want to ensure health care…

Design Thinking

12 Articles

Making the Right Choice the Easy…

Examples from inside and outside health care on changing the environment so that if people…

Opioids Epidemic

21 Articles

Bottle Size Matters: Surgical Care and…

Six percent of surgical patients who are opioid naïve become new chronic opioid users. To…

Insights Council

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

Apply Now