Cleveland Clinic’s first effort at building a physician portal to provide performance and quality reports did not go well. Leaders from the large health delivery system shared those lessons at the Medical Group Management Association conference in San Diego.
According to Brett Young, director of business intelligence, the first portal, launched in 2006, met the goals of providing reports but fizzled miserably when it came to user acceptance. Reason? First and foremost, the metrics offered reflected generic enterprise level data not necessarily tailored to the individual physician’s practice. Beyond that, the reports lived in a silo, and were not part of the physician’s annual performance review at the Clinic. The scorecards were also obtrusive, popping up every morning during the physician’s log-in. “In-your-face analytics don’t work very well,” Young said.
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