Latest / Becker’s Healthcare - Clinical Leadership Podcast / Dr. Angelo Milazzo, Vice Chair for Practice and Clinical Affairs, Department of Pediatrics at Duke Health

Transcript

Dr. Angelo Milazzo, Vice Chair for Practice and Clinical Affairs, Department of Pediatrics at Duke Health · Becker’s Healthcare - Clinical Leadership Podcast

• 0:00
  - Welcome everyone to the Becker's
• 0:01
  Healthcare podcast series.
• 0:03
  I'm Mariah Moham, writer
• 0:04
  and moderator with Becker's Healthcare.
• 0:06
  I'm absolutely thrilled to have with me today Dr.
• 0:08
  Mazo, vice Chair for Practice
• 0:10
  and Clinical Affairs in the Department
• 0:12
  of Pediatrics at Duke Health Doctors.
• 0:14
  It's very nice to have you on the podcast today
• 0:16
  to get us started with you mind please introducing yourself
• 0:19
  and telling us a bit about your background.
• 0:22
  - Well, thank you Mariah, for the opportunity.
• 0:24
  Um, as you said, I am the Vice Chair for Practice
• 0:28
  and Clinical Affairs in the Department
• 0:30
  of Pediatrics at Duke Health in, uh,
• 0:32
  sunny Durham, North Carolina.
• 0:34
  I'm a pediatric cardiologist by training, um,
• 0:37
  but spend, um, the majority of my time
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  as a healthcare administrator
• 0:43
  and leader, um, overseeing strategy
• 0:46
  and operations for our clinical practice network across the,
• 0:50
  um, primary service area
• 0:52
  and across the state of North Carolina.
• 0:56
  - Wonderful. Thank you so much
• 0:57
  for giving us that background.
• 0:59
  So stepping into 2024, uh, of this year, there is a lot
• 1:04
  of innovation taking place,
• 1:06
  but there are still some challenges.
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  What are some of the biggest issues you're following in
• 1:11
  healthcare, uh, this year?
• 1:14
  - So in terms of the innovations that we're intrigued by
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  and that we're following,
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  I think like most other institutions,
• 1:22
  we're thinking about the application of
• 1:26
  artificial intelligence to our clinical practice.
• 1:29
  We have a partnership with Microsoft here at Duke Health
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  and we're just starting to implement some of the tools
• 1:36
  into practice itself.
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  For example, we are, um, opening up the chat-based tool
• 1:43
  that I think most people are familiar with through
• 1:45
  what they've heard in the popular press.
• 1:47
  We're opening that up in a way that has some guardrails
• 1:50
  around it so that our clinical teams can begin to use
• 1:53
  those tools to enhance or supplement their work.
• 1:57
  One area that we're really interested in is the,
• 2:01
  the enormous volume of patient initiated messages
• 2:06
  that our physicians
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  and our advanced practice providers get every day.
• 2:10
  Responding to those messages is a huge effort requiring a
• 2:14
  significant amount of time,
• 2:16
  taking people away from their face-to-face
• 2:19
  patient work time.
• 2:21
  So we're utilizing these tools to create some, uh,
• 2:25
  templating to create some opportunities for people
• 2:28
  to generate automated messages that still contain content
• 2:33
  that's relevant to the work.
• 2:35
  Um, so we're taking away a little bit
• 2:37
  of the actual investment of time
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  and replacing it with a more streamlined approach,
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  which hopefully will allow our clinical providers to do
• 2:46
  what they do best and that is spend a lot of time
• 2:49
  face-to-face with their patients.
• 2:53
  - Yeah, that's great. That partnership
• 2:55
  with Microsoft definitely sounds like it can improve the
• 2:57
  day-to-Day operations.
• 2:59
  What are you most excited about
• 3:00
  and also what is making you nervous,
• 3:02
  whether it's something you're personally working on
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  or something that you're seeing in the news?
• 3:07
  - Something we're really excited about is we are
• 3:10
  transitioning from one technological platform to
• 3:15
  co a patient feedback to a new platform.
• 3:19
  So traditionally we've used surveys that have gone out
• 3:24
  to patients, whether they've been inpatients in our
• 3:27
  hospital, whether they've been in one
• 3:28
  of our procedural units,
• 3:30
  or if they've been seen in one of our clinics.
• 3:32
  Traditionally, they would get an email based
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  or a traditional snail mail based survey
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  to fill out one to two weeks
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  after the episode of care, which has so many disadvantages,
• 3:45
  not the least of which is when the survey is
• 3:48
  so far removed in time from the actual episode of care,
• 3:51
  there's always the, the worry that the response
• 3:54
  of the survey doesn't really reflect
• 3:56
  what the experience was.
• 3:58
  And it also makes it really hard for us
• 4:00
  to act on those survey results.
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  So we are gonna be going to a new platform,
• 4:05
  it's a Qualtrics based platform where patients
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  and families will be able to give us feedback in real time.
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  So while they're in the hospital
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  or while they're in the procedural suite
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  or while they're in one of our outpatient practices,
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  that's gonna be able to allow us to get
• 4:25
  what we hope is really timely feedback
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  and actionable feedback, we'll actually be able
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  to harvest those data at the point of care
• 4:34
  and see if we can do some innovation, some service recovery,
• 4:38
  some modulation of our offerings right at that moment,
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  um, and then see if those innovations, if those changes
• 4:48
  actually impact the responses that we get.
• 4:51
  So that's really, really exciting.
• 4:53
  You know, we are very good at collecting data,
• 4:55
  but we don't always have an opportunity to put
• 4:57
  that data into actionable form
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  and this is really gonna change the game in that respect.
• 5:02
  - Yeah, absolutely. It definitely sounds like it.
• 5:05
  And Doctor, before I let you go, the last thing I wanted
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  to ask you is, what will the most effective healthcare
• 5:10
  leaders need in order to be successful in the next two
• 5:13
  to three years, would you say?
• 5:16
  - In the next few years,
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  the most successful leaders are gonna be those
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  who can cogently, articulately,
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  and accurately explain to people the reasons behind
• 5:30
  what we're asking them to do every day.
• 5:33
  It's gonna be more than simply making a
• 5:36
  financial case for care.
• 5:37
  It's gonna be more than simply making a connection between
• 5:43
  value and the delivery of care
• 5:46
  or the utilization of resources,
• 5:49
  creating value to enhance care.
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  It's gonna be actually about explaining the very basis
• 5:55
  of the work, giving people a sense of inspiration,
• 5:59
  giving people a sense of meaning in their work.
• 6:02
  The, um, generation of people
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  that we're hiring today into our clinical practices,
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  physicians, advanced practice providers, nurses,
• 6:10
  medical technologists.
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  They're interested in the elements of the job that most
• 6:16
  of us have traditionally been interested in.
• 6:18
  Things like compensation and benefits
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  and things of that sort.
• 6:22
  But they're even more interested in many cases
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  in understanding what our organizational values are,
• 6:29
  how we really live out those values in our day-to-day work,
• 6:33
  how we practice what we preach.
• 6:35
  I think young people today want
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  to find meaning in the things that they do,
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  and the best leaders will be those
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  who can actually show them what that meaning is
• 6:43
  and show them directly how it connects
• 6:45
  to their day-to-day work.
• 6:48
  - Absolutely. Thank you so much
• 6:49
  for those final thoughts, doctor.
• 6:50
  This has definitely been an amazing
• 6:52
  and informative discussion.
• 6:54
  So again, I wanna thank you so much
• 6:55
  for coming on Becker's Healthcare
• 6:56
  and I look forward to connecting with you again soon.
• 6:59
  - Thank you, Mariah. It was a pleasure.
• 7:03
  - It's so important for leaders at the top of organizations
• 7:05
  to keep learning, stay sharp, grow their networks,
• 7:08
  help our audience better do this in a more simplified,
• 7:11
  personalized, and meaningful way.
• 7:13
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• 7:16
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• 7:18
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• 7:20
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• 7:22
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• 7:23
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• 7:28
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