Three Key Steps for Every Provider Interaction, as a Physician Liaison
Just as Healthcare evolves, so does the role of a Physician Liaison. The Physician Liaison (which I believe is an antiquated title, but…we can address that at a later time) must adapt in order to continue to drive value. Gone are the days where a liaison could stop in an office on the most convenient (for you) route, ask for a few MRIs to be scheduled with your system, and move on to the next.
With so much data and information at our fingertips – the Physician Liaison is a trusted advisor and advocate. They are on the front line, acting as the educator, tech-support, complaint department, expert juggler, and connector. When one wears all of these hats, how does a meaningful conversation occur that is beneficial for all?
These three steps should be part of each planned interaction:
- Pre-Visit Planning. Know your stuff, know your data, know your plan. Unexpectedly trying to visit a doctor mid-day can be a serious mistake. Track the best times to see them, plan accordingly, and clearly establish your Goals for the meeting. Data (analytics) and marketing should be able to provide you with the Next Best Actions, NBAs, for your providers and arm you with relevant data (and, we all know that providers love data!).
- Action and Insight. During your visit, whether it’s two minutes or 20 minutes, what did you discuss and what did you learn? For example, you may let your provider know that a number of their patients were seen in the ED recently and confirm they have received the discharge notes (that was your Goal). You may learn that they have recently changed their hours and they didn’t realize the impact it was having on their patients. These are all very valuable insights and a quick way to distinguish yourself as a valuable resource to your target provider.
- Post-Visit Documentation. Commit to religiously documenting your interaction. Post-call notes ensure effective follow-up meetings and play a pivotal role in maintaining continuity between visits. Make it a habit after each call to complete post-call notes, ideally right after the interaction to ensure it’s still fresh in your mind. Continuity amongst the team guarantees issues are being addressed and opportunities are capitalized upon. Be sure to include your next steps. Whether it’s a next step for you, or you are assigning it to a colleague, it needs to be documented and helps set-up for when you return. Remember, the devil is in the details, set yourself up for success.
At the end of the day, we’re all trying to do the right thing for patients. Your time with providers is extremely valuable for everyone involved. Be prepared, arm your providers with data, connect the dots, and everyone benefits.