Latest / Becker’s Healthcare Podcast / Expanding Ambulatory Care to Meet Central Ohio’s Growth with Jess Pfister

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Expanding Ambulatory Care to Meet Central Ohio’s Growth with Jess Pfister · Becker’s Healthcare Podcast

• 0:02
  - There's a small circle of people who truly
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  - Becker's fourteenth annual CEO and CFO roundtable
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  - brings together more than 1,500
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  - executive level attendees
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  - and nearly 400 speakers for four days built
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  - around growth, financial sustainability,
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  - workforce strategy, and the leadership questions that don't
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  - have easy answers.
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  - Join us November second through the fifth in
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  - Chicago.
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  - For the agenda and event details,
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  - visit beckershospitalreview.com
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  - and click on the events tab in the
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  - upper right.
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  - This is Alan Condon back with another episode
• 0:53
  - of the Becker's Healthcare Podcast. And today, I'm
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  - thrilled to be joined by Jess Pfister,
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  - senior director of operations for ambulatory services at
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  - the Ohio State University Wexner Medical Center. Jess,
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  - a real pleasure to have you join us
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  - on the podcast today, making your debut podcast
• 1:11
  - appearance, I believe.
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  - For those of our listeners who aren't as
• 1:15
  - familiar with you and the fantastic work that
• 1:17
  - you and your colleagues do at OSU Wexner,
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  - do you mind sharing a little bit more
• 1:21
  - about your role and your background at the
• 1:23
  - health system before we get started?
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  - Sure. Yeah. And and of course, thank you
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  - so much for inviting me. I really do
• 1:29
  - appreciate it.
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  - So
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  - I am actually a speech language pathologist by
• 1:35
  - trade.
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  - And I started my career in Texas, and
• 1:39
  - I've
• 1:40
  - been back in Ohio, which is my home
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  - state, for a decade now.
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  - And,
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  - I started out with the Wexner Medical Center
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  - as
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  - just a staff speech pathologist.
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  - I kind of started my career over
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  - again when I got back to Ohio
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  - and,
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  - over time pursued my MBA through the Fisher
• 2:01
  - College of Business at Ohio State
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  - and then, landed a really amazing role as
• 2:07
  - the Director of Operations
• 2:09
  - of our Ohio State Outpatient Care New Albany
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  - in 2021, and I'm sure we'll talk a
• 2:14
  - little bit about that site today.
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  - And, I was overseeing that location
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  - for the past five years, four and a
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  - half years,
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  - and then,
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  - was given an awesome opportunity
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  - in a new position. And so now I
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  - am the senior director of operations, and I
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  - oversee
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  - the Ohio State
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  - outpatient care centers,
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  - for our medical center, which includes about 12
• 2:41
  - locations.
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  - Hey. Fantastic. Love that kind of brief intro
• 2:45
  - and excited to dive in.
• 2:47
  - Columbus, an area I'm a little bit familiar
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  - with. I was there recently for a book,
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  - guys, on Who's Yours Game. But for our
• 2:54
  - conversation today
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  - focusing on the health care, I know, fantastic
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  - city,
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  - an area that I believe that is expected
• 3:01
  - to see
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  - rapid kind of population growth over the next
• 3:04
  - few years.
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  - Jess, can you can you talk a little
• 3:07
  - bit about how that kind of market growth
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  - impacts the way you think about ambulatory strategy
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  - at your health system?
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  - Absolutely. And I appreciate the question. It's one
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  - we're talking about a lot. You know, the
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  - the region overall is really projected
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  - to add nearly a million people,
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  - and really that's driven by, you know, economic
• 3:27
  - development and and technology investment. A lot of
• 3:30
  - people know about Intel coming in our backyard,
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  - but
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  - that's really over the next decade
• 3:36
  - or more, but that kind of growth really
• 3:38
  - fundamentally changes how healthcare systems have to think
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  - about
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  - access and infrastructure,
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  - workforce,
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  - and for this conversation, you know, our ambulatory
• 3:48
  - strategy.
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  - And for us, I would say that probably
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  - really centers on two main things. I think
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  - it's about creating access
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  - and also integrating
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  - thoughtfully
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  - within the communities we serve.
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  - And,
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  - we recognize our patients are increasingly
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  - expecting healthcare
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  - to be you know, convenient and accessible.
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  - They want it close to where they live
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  - and work,
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  - and they want it to be easy to
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  - navigate.
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  - And so as our population really grows in
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  - Columbus, especially in our suburban corridors, we really
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  - have to proactively plan infrastructure
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  - and access points before that demand might really
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  - peak.
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  - I think, you know, the other things I'd
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  - tell you, Alan, is we're really thinking beyond
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  - just adding square footage though. Right? For us,
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  - this is about
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  - patient flow.
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  - The other important piece is workforce sustainability.
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  - It's really how is care being coordinated
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  - across the continuum in such a large enterprise
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  - like ours.
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  - Mhmm. Yeah. So that kind of three pronged
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  - approach you said, Jess, access,
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  - infrastructure,
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  - workforce, we're seeing more of these
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  - complex kind of procedures, high acuity, high complexity
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  - procedures moving away from the hospital
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  - towards some of these outpatient settings.
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  - Can you talk a little bit about
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  - your strategy in terms of the migration of
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  - a lot of these procedures out of the
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  - hospitals
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  - and towards these ASCs, surgery centers, outpatient settings?
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  - I think in terms of kind of topically
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  - integrating those procedures,
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  - more and more as they as they migrate
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  - out to the outpatient settings.
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  - Yeah. Absolutely.
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  - You know, so ambulatory has really evolved for
• 5:28
  - us over time and and it was
• 5:31
  - it really kind of picked up the pace
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  - when we opened Ohio State Outpatient Care New
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  - Albany in 2021. And so that was our
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  - first sort of flagship
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  - of this new model,
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  - this thought of all of your health care
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  - in one spot. Right? So you you walk
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  - in our doors and you can get everything
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  - from primary care to we have an urgent
• 5:50
  - care, we've got a retail pharmacy,
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  - we've got, you know, OBGYN
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  - and specialty services and and our ambulatory surgery
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  - center there. And so, just really this idea
• 6:02
  - of all your care in that one spot.
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  - And so that was twenty twenty one, and
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  - then 2022
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  - was Outpatient Care Dublin on the West Side,
• 6:11
  - and now we're finishing up construction on our
• 6:14
  - third site, which is Ohio State Outpatient Care
• 6:16
  - Powell. And that location is very much looks
• 6:19
  - and feels the same in some ways
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  - as the other two, and that opens in
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  - August '26 here. So, just around the corner.
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  - And, you
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  - know, for us, what we've learned is is
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  - that patients deeply value having that comprehensive care
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  - available
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  - in in really that one convenient location.
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  - And the hubs create, you know, greater access
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  - and
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  - also are an awesome opportunity for really critical
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  - services,
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  - like, I'll tell you, our advanced urgent care.
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  - So, that service, advanced urgent care, is one
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  - that we started
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  - when we opened outpatient care in New Albany.
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  - It's the idea of a cross between an
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  - ED and an urgent care, and that you
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  - can get about
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  - 80%
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  - of the services you would get in an
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  - ED can happen in that space.
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  - And it's always staffed for us with a
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  - ED trained nurse practitioner, an ED trained provider.
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  - And what I mean by that is they
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  - actually rotate from our main campus, you know,
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  - and that's really important for us. But that's
• 7:21
  - been an incredibly
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  - valuable service. I mean, I have
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  - an endless number of just personal stories of
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  - friends and family members who have used that
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  - service for care. But also, these sites have
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  - given us the opportunity for the first time
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  - when we opened New Albany for an ambulatory
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  - surgery center.
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  - And so,
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  - you know,
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  - these in New Albany and Dublin, it's offered
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  - an opportunity
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  - to try to move these less critical cases
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  - out of our main house where we really
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  - need to keep our OR access open as
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  - we are a trauma one center and really
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  - for more critical cases.
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  - And so, that's been a really valuable service
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  - to sort of release a little bit of
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  - the pressure valve. But I'll also add for
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  - you, you know, it's a joke for us
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  - at Ohio State, you know, parking is always
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  - key. You know, these are sites that have
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  - free parking. We're reducing the navigation complexity that
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  - often is found when you get a service
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  - closer to our main campus.
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  - And it's really become
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  - comfortable and familiar for our patients to be
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  - able to come to these sites. And so
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  - it's been a win for us
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  - overall.
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  - I'll tell you the one other thing, Alan,
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  - and I'm
• 8:31
  - speaking from, I will be honest, a very
• 8:33
  - biased,
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  - place.
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  - But is our central services at the site
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  - and also that director of operations role. So,
• 8:41
  - at these big box sites, what we looked
• 8:43
  - at was, hey, this offers an opportunity for
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  - us to take
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  - things that really are are not as much
• 8:51
  - in the scope for the clinical staff, things
• 8:53
  - like ordering supplies
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  - and navigating some of the IT stuff and
• 8:58
  - really building a strong centralized model. So we
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  - have
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  - a support team at each of these sites
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  - and that's there's a central registration team,
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  - there's the central facilities team, supply chain and
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  - logistics,
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  - environmental services,
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  - security,
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  - and IT.
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  - And each of those departments,
• 9:17
  - those leaders at the heads of those departments
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  - in ambulatory,
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  - they all have you know, it's not their
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  - first rodeo. They helped us open New Albany,
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  - and they are overseeing Dublin, and they'll help
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  - us oversee Powell. And so we're really learning
• 9:30
  - together,
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  - and they have been so crucial in supporting
• 9:34
  - our clinical teams to do what they do
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  - best.
• 9:37
  - And so the other element I'll tell you
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  - that we've seen really be beneficial in these
• 9:40
  - big box sites is this development of the
• 9:43
  - director of operations role.
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  - So we had never had that before, and
• 9:47
  - and, you know, as as many people are
• 9:49
  - probably familiar, usually in the ambulatory
• 9:52
  - environment, you have somebody who's the building leader,
• 9:55
  - and maybe that's the person you call, you
• 9:57
  - know, who helps keep the lights on, right?
• 9:58
  - And or, you know, you need something specific
• 10:01
  - with the facility itself.
• 10:03
  - This was a different role, and the major
• 10:06
  - differentiator
• 10:07
  - for us is this is really the leader
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  - who's the operational quarterback for the site.
• 10:12
  - They're the connector for the clinics. They're driving
• 10:14
  - team culture.
• 10:16
  - They're leading communication.
• 10:18
  - They're really ensuring that the providers and staff
• 10:20
  - are informed regarding the site and community updates
• 10:23
  - as well. And so they're the liaison both
• 10:26
  - internally for the rest of the enterprise as
• 10:28
  - sort of like the representative for the site,
• 10:30
  - but also externally within the community.
• 10:33
  - And so we've just seen tremendous value in
• 10:35
  - having someone who's focused not just on the
• 10:37
  - operations,
• 10:39
  - but also culture,
• 10:41
  - collaboration,
• 10:43
  - and community engagement. So this is somebody who's
• 10:45
  - really
• 10:46
  - owning that and and really ensuring that the
• 10:49
  - the whole ship is steering in the right
• 10:51
  - direction, if you will. And so, for us,
• 10:53
  - this has been incredibly beneficial.
• 10:56
  - We're seeing,
• 10:57
  - just huge gains for us in terms of
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  - new patients coming out of these sites, meaning
• 11:02
  - a patient walks through the doors of these
• 11:05
  - big box sites for the first time, and
• 11:07
  - a lot of times it's their first time
• 11:09
  - ever experiencing
• 11:10
  - the Ohio State University Wexner Medical Center. And
• 11:13
  - so when we get that first experience right,
• 11:15
  - you know, it it just really makes a
• 11:17
  - difference in terms of who they think about
• 11:19
  - the next time they need care.
• 11:21
  - Yeah. No. I feel it's fascinating to kinda
• 11:23
  - hear about some of that specific on outpatient
• 11:26
  - growth strategy, the leadership structure kinda being implemented
• 11:28
  - across the board there. I I think one
• 11:30
  - thing I'm really curious about, you kind of
• 11:33
  - alluded to it there in terms of OSU
• 11:35
  - X and they're opening several of these large
• 11:37
  - big box campus campuses, excuse me. But I
• 11:40
  - know freestanding cancer and other especially big box
• 11:43
  - facilities are really becoming more prominent, not just
• 11:45
  - in Ohio, but really across the the country.
• 11:48
  - From your perspective, what role do you see
• 11:50
  - these
• 11:51
  - highly specialized outpatient centers, whether that's ortho, cancer,
• 11:56
  - GI? How could be what role do these
• 11:57
  - type of highly specialized centers play in your
• 11:59
  - broader growth strategy going forward over the next
• 12:02
  - few years?
• 12:03
  - Yeah. That's a great question. I think we're
• 12:05
  - really gonna see that for this newest site
• 12:07
  - that opens in August, outpatient care Powell,
• 12:10
  - because that facility is a little different than
• 12:12
  - New Albany and Dublin.
• 12:14
  - For a while, I kept saying outpatient care
• 12:16
  - Powell is like the porridge is just right.
• 12:19
  - And then what I meant by that is
• 12:20
  - like we learned a lot of lessons from
• 12:21
  - New Albany and Dublin.
• 12:23
  - And so Powell was our chance to sort
• 12:24
  - of expound on those and sort of, you
• 12:26
  - know, copy paste all the best elements.
• 12:30
  - But we changed a lot of our strategy
• 12:32
  - around Powell, and part of that is is
• 12:34
  - sort of what you're describing.
• 12:36
  - You know, our James Cancer
• 12:38
  - Hospital and and the James,
• 12:40
  - and Sullivan Institute is internationally
• 12:43
  - recognized in terms of its reputation.
• 12:46
  - And in part with that, you know, there's
• 12:48
  - also, as we all know,
• 12:51
  - there's the fact that cancer rates continue to
• 12:53
  - rise nationally,
• 12:54
  - and so the demand for oncology services continues
• 12:57
  - to grow. And so, at outpatient care Powell,
• 13:00
  - to be honest with you, we were actually
• 13:02
  - 50%
• 13:03
  - into the build for that before we sort
• 13:05
  - of shifted some of our strategy and said
• 13:07
  - we need a larger cancer presence here than
• 13:10
  - we were initially planning on. And so, the
• 13:13
  - whole 4th And 5th Floors of the medical
• 13:15
  - office building at outpatient care Powell are going
• 13:18
  - to be all cancer services
• 13:20
  - and include
• 13:21
  - dozens of infusion bays for oncology, and that
• 13:24
  - is huge for us. I mean, that's the
• 13:26
  - first time that we've ever done anything like
• 13:28
  - that. And so, for us, expanding that specialized
• 13:31
  - outpatient care is going to be essential
• 13:34
  - if we want to be the healthcare system
• 13:37
  - of choice across the region and beyond.
• 13:40
  - And so,
• 13:41
  - it's really important in terms of the oncology.
• 13:44
  - We continue to think about
• 13:46
  - them and that service line more and more
• 13:49
  - as we're looking throughout the communities, and what
• 13:52
  - are we going to build, and what is
• 13:54
  - the right mix there.
• 13:56
  - You know, and as you know, oncology care
• 13:58
  - really isn't just a single service line. It's
• 14:00
  - gonna involve the surgery and infusion, as I
• 14:02
  - mentioned. There's the imaging, rehabilitation,
• 14:05
  - we've got clinical trials.
• 14:07
  - And so, that outpatient model, when we can
• 14:09
  - be really in the community
• 14:12
  - and integrate so many of those services,
• 14:15
  - what we're also offering is a lot more
• 14:17
  - coordinated
• 14:18
  - and patient friendly experience.
• 14:22
  - Yeah. And it's fascinating to kinda hear along
• 14:24
  - with kinda Columbus's
• 14:26
  - population growth, the demand for some of these
• 14:28
  - specialized services, and how you're really trying to
• 14:30
  - proactively
• 14:31
  - build capital, build a hope and spark model
• 14:33
  - to really coordinate around this patient care.
• 14:35
  - Jess, I guess one quick follow-up question on
• 14:37
  - that as I'm curious about OSU Wexner, a
• 14:40
  - huge leader, obviously, in the in the Columbus
• 14:42
  - space, but it's a it's a rapidly growing
• 14:44
  - market. There's a lot of competition in that
• 14:46
  - market as well.
• 14:48
  - How do you really differentiate,
• 14:50
  - OSU Wexner's ambulatory network in such a booming
• 14:54
  - market, in such a competitive market? You've talked
• 14:56
  - a little bit about it already, but I'm
• 14:57
  - just curious. Anything else to add there?
• 15:00
  - Yeah. I appreciate that. I mean, what I
• 15:03
  - would tell you is for us, this is
• 15:05
  - about
• 15:06
  - where we're at is having
• 15:08
  - providing
• 15:09
  - world class care
• 15:11
  - where people live and work. And what I
• 15:13
  - mean by that is we have just incredible
• 15:17
  - experts,
• 15:18
  - providers,
• 15:19
  - physicians,
• 15:20
  - researchers,
• 15:22
  - true experts in their field who are providing
• 15:25
  - care in this area. And so our strategy
• 15:28
  - is not just about
• 15:30
  - the next square footage to grow and grow
• 15:33
  - and grow. It's very thoughtful growth for us,
• 15:36
  - and it's ensuring that we're
• 15:38
  - meeting the needs for the communities that we
• 15:42
  - and what we hear from them.
• 15:44
  - You know, for
• 15:45
  - so many so much time, so many decades,
• 15:48
  - Ohio State Wexner Medical Center provided care really
• 15:52
  - centralized to the Ohio State campus,
• 15:54
  - and and that was the model. And so
• 15:57
  - for us, this is this is a different
• 15:59
  - wave. It's we're getting out into these communities.
• 16:02
  - We're deepening
• 16:03
  - our relationships
• 16:05
  - with community members,
• 16:07
  - with local government, and we're really asking and
• 16:10
  - and better understanding what those needs are. And
• 16:13
  - so, it's a whole different
• 16:15
  - playbook for us in terms of really thoughtful,
• 16:19
  - engagement. And and I think what I would
• 16:21
  - tell you about that is, you know, for
• 16:23
  - us, it's less about this transactional,
• 16:27
  - quantitative
• 16:28
  - growth.
• 16:29
  - It's really about
• 16:31
  - transformational,
• 16:33
  - qualitative
• 16:35
  - build and relationships.
• 16:36
  - And and we would argue that
• 16:40
  - that grows and gains for us tenfold,
• 16:44
  - versus maybe another playbook and strategy.
• 16:47
  - And so where I am just truly excited
• 16:50
  - to see kinda what what's ahead for us.
• 16:52
  - Yeah. I think, and that ties nicely into
• 16:56
  - my last question for you, Jess, which, if
• 16:58
  - you'll humor me, it's a little bit of
• 16:59
  - a crystal ball question. But
• 17:02
  - if we're to fast forward, say, twenty, thirty,
• 17:04
  - four or five years down the line, what
• 17:06
  - will ambulatory care look like at OSU Wexner?
• 17:09
  - From your perspective, what will determine whether this
• 17:12
  - expansion strategy was truly successful and transform transformative
• 17:17
  - over the next few years. So I'd love
• 17:18
  - to hear your perspective on that. Oh my
• 17:20
  - gosh. Great question. So
• 17:22
  - I think you're gonna see an even greater
• 17:24
  - ambulatory presence across Central Ohio from us. You
• 17:28
  - know, and again, that means being present in
• 17:30
  - these communities where people live, work, and raise
• 17:32
  - their families.
• 17:33
  - But success
• 17:35
  - is really gonna come down for us to
• 17:37
  - access, you know? And so,
• 17:39
  - a lot of where we've been expanding has
• 17:41
  - been across the northern portion of the area,
• 17:44
  - but we are thoughtfully and intentionally looking at
• 17:48
  - Southern and Southeastern communities within Central Ohio.
• 17:51
  - And, you know, our success is gonna come
• 17:54
  - down to that access. Can patients get the
• 17:56
  - right care
• 17:58
  - at the right time in the right setting
• 18:01
  - with as seamless of an experience
• 18:04
  - as possible.
• 18:05
  - And so success is just it's not just
• 18:08
  - gonna be about, again, more square footage or
• 18:10
  - opening buildings, it's gonna be about thoughtfully filling
• 18:14
  - these locations
• 18:15
  - with meaningful patient access,
• 18:18
  - improving community health,
• 18:21
  - attracting new patients,
• 18:23
  - and continuing to create experiences where patients really
• 18:26
  - wanna continue to receive care within that system.
• 18:28
  - And so, you know, for us, it's also
• 18:30
  - again, everybody's talking about this in healthcare's workforce.
• 18:33
  - So it means building environments where caregivers and
• 18:36
  - and physicians and staff, they really wanna work
• 18:39
  - and collaborate in these spaces. And and I
• 18:41
  - I think we're truly on to something,
• 18:43
  - and I'm I'm truly excited about it. So,
• 18:46
  - you know, I think all I have to
• 18:48
  - say on, I think our goals, it's not
• 18:49
  - just to simply grow for growth's sake. This
• 18:52
  - is about creating a health care system that's
• 18:54
  - more accessible,
• 18:56
  - more connected,
• 18:57
  - and it's more responsive to the communities that
• 19:00
  - we serve. I see. Jess, I think, fascinating
• 19:02
  - to kinda get the inside track into what's
• 19:04
  - going on at OSU ex Wexner. Sounds like
• 19:07
  - a huge, huge strategy, huge undertaking on your
• 19:09
  - hands, but, you know, I'd have to do
• 19:10
  - another podcast in four or five years maybe
• 19:12
  - to see whether that strategy was truly successful
• 19:14
  - and transformative. No doubt. I'm sure it will
• 19:16
  - be. Jess, your debut podcast appears with us.
• 19:19
  - Thank you so so much. We greatly appreciate
• 19:20
  - it and look forward to catching up with
• 19:22
  - you down the line. Awesome. Thanks, Alan. Appreciate
• 19:24
  - you.