Carolinas HealthCare System recently named a physician as the Patient Experience Executive Provider Consultant to help clinicians reconnect to the basics of medicine.
Healthcare has spawned new demands on providers that can zap time, energy and a connection to why a physician chose to practice medicine. “I want to help them get back to the core human value of wanting to take care of people. That’s what made us become physicians in the first place,” said Justin F. Haynie, MD, FACC, FSCAI, an interventional cardiologist with Carolinas HealthCare System’s Sanger Heart & Vascular Institute.
Dr. Haynie began his new role the beginning of March, and said his first item of business will be meeting with providers and physician groups about the obstacles they face in providing a better patient experience. “I want them to be engaged in what we’re doing,” he said. “But being a physician, I also understand the many distractors we face.”
Kristi Roe, director of patient experience, said the new role is vital to the success of the program. “We felt it was essential to get someone in this role who was well respected by his peers, passionate about the patient experience, and who had demonstrated leadership in this area,” she said. “Being that he’s no stranger to this department, we know we have all these attributes in Dr. Haynie.”
A real emphasis on the Patient Experience began last year and is defined as:
“The sum of all interactions, shaped by the One culture of Carolinas HealthCare System, that influences patient perceptions across and at each point of the continuum of care.”
“Our work previously has focused on front line staff and leadership,” Roe said. “In the last few years, however, we’ve seen a trend nationally where providers are becoming more engaged and in fact, are leading the way for patient experience initiatives to thrive in organizations.”
To get that kind of leadership and to help strengthen the initiative, Roe said Carolinas HealthCare System needed its own internal provider champion. “Someone on the ground who will lead the charge for physicians,” she said. “I see him as an advocate for providers and for patients.”
Dr. Haynie hopes that as he meets with various groups he can find out about initiatives from around the System that work well and share them. “Right now, it’s kind of fragmented among the many sites,” he said. “Whether it’s a hospital or an office, we will try to unite these initiatives from across the System – take good work that is done locally and make it more a System value or culture.”
Currently, Dr. Haynie will continue practicing and be medical director of the southern region for Sanger Heart and Vascular Institute, as well as Chief of Medicine at Carolinas HealthCare System Pineville. “I think remaining active clinically is important to feel like I understand what the patient experience is and to keep credibility,” he said.
Dr. Haynie inadvertently talked himself into the role after hearing Connie Bonebrake, senior vice president and chief patient experience officer at Carolinas HealthCare System, give a presentation at a System leadership conference. “At that time I just said if there’s anything I can do from the physician side or within our group, I’d love to help,” he said. “So it was kind of a chance meeting that landed this role.”
But Roe thinks that chance meeting will have many positive effects for providers. “Aside from it being the right thing to do, we also have a financial implication,” she said. “Many service lines are being held accountable for the CAHPS initiative – Consumer Assessment of Healthcare Providers and Systems – which uses financial incentives as it relates to the quality of patient-centered care we give."
While his new role is still being defined, Roe is confident Dr. Haynie will make a difference. “He’s a very influential and engaging person,” she said. “Just having his influence in the Patient Experience division, I think he will be able to accomplish a lot. He and Connie will really be a significant force together.”
For his part, Dr. Haynie wants to find that core value. “Taking care of patients is at the heart of all we do,” he said. “It’s about finding that again – reenergizing that focus on why we come to work every day. We need to put that in the forefront of a very complex array of challenges and demands all providers have.”
Dr. Haynie earned his medical degree from Wake Forest School of Medicine and completed his residency at the University of Alabama at Birmingham. He also completed fellowships at Rush University Medical Center in Chicago for interventional cardiology and peripheral vascular intervention. Certified by the American Board of Internal Medicine in cardiovascular disease and interventional cardiology, he is a member of the American College of Cardiology and the Society of Cardiac Angiography and Interventions. Dr. Haynie has been in the Charlotte area since 2005 as an interventional cardiologist.