Case Studies

The Challenge

This prominent healthcare institution is recognized throughout the world for its collaborative and integrated approach to patient care, research, and education. With 1,400 clinical residents and fellows and 2,700 staff physicians and medical scientists, this institution has been a pioneer in connecting teamwork and collegiality with the delivery of quality patient care. Since 1996, all staff physicians have been required to attend ELI’s® Just Doctors® training. After analyzing recent trends, both internally and in the broader healthcare industry, the institution determined that a complementary program for residents and fellows would enhance efforts to maintain its reputation for professionalism, collaboration, and world-class care. The solution also needed to be in compliance with the ACGME’s (Accreditation Council for Graduate Medical Education) general competencies addressing patient care, interpersonal and communication skills, and professionalism.

The Approach

ELI conducted resident, physician, and allied health staff focus groups and analyzed patient complaint data to determine areas of emphasis for a mandatory Just Doctors companion course for residents. ELI worked closely with the residency program directors to develop the content, create new video vignettes, and ensure exercises and scenarios were relevant and realistic. Additionally, ELI recorded an introductory message by the graduate medical school’s dean to further the training’s credibility. The solution comprised two 50-minute modules which are facilitated by the residency program directors and cover mutual respect in the workplace and patient boundary issues. All new residents are expected to complete both modules during the first six months of their residency program. After certifying a core group of program directors to facilitate the training, ELI continues to certify additional physician leaders for ongoing rollouts.

How the Learning Has Made a Difference

Residents complete evaluation forms at the end of each program. Based on eleven measures of quality, 92% of the residents rated the program excellent or good on a four-point scale. According to the institution’s graduate medical school dean, “We’ve found that this comprehensive approach, which includes commitment from the top, reinforcement, and holding faculty and residents accountable to consistent standards, is crucial for achieving positive results.” Based on the program’s success, ELI and the institution were selected to present the solution at a poster session for the ACGME’s Conference, Fostering Professionalism: Challenges and Opportunities.