Quiz time
A majority of the MSPs at University Hospitals took on new roles a couple of years ago, and it was imperative for the medical staff office leadership to determine what they knew—so the organization used a quiz to put their knowledge to the test.
"In 2012, we had 67% of our staff who were in new roles within our department. We were trying to establish a baseline of knowledge. When they did these quizzes, they had the availability of bylaws, rules and regulations, the Internet. About the only thing they couldn't do was phone a friend," says Barbara Warstler, MBA, CPMSM, director of medical staff services and credentialing at University Hospitals.
The Cleveland-based healthcare network gave MSPs competency quizzes in 2012 and 2013, both to gauge their level of knowledge and to help them prepare to take the NAMSS certification exam, Warstler says. The University Hospitals medical staff office comprises 35 FTEs and manages 6,700 appointments throughout the organization, according to Warstler. University Hospitals credentials practitioners in 12 facilities, and the network continues to expand.
With the changes happening within the medical staff office and in the network at large, "we were trying to make sure our team members understood where the resources were and understood how to use those resources," she says.
The results were positive: Warstler estimates average scores were in the high 80s to 90%, solid results considering many of the MSPs were taking on new roles. In addition, many of the MSPs showed strong knowledge of Joint Commission medical staff standards and National Committee for Quality Assurance (NCQA) requirements, she says.
The organization continues to assess competency and evaluate MSPs on skills such as how they present files at committee meetings, adds Warstler.
Learning in Jeopardy!
When MSPs' knowledge of medical staff bylaws is in question, it might be time to play MSSP Jeopardy!
"My staff wanted to learn the medical staff bylaws, rules, and regulations more thoroughly, so we embarked on a journey to do so. After the first session, where we went through a fairly 'dry' review of the assigned sections, I knew I had to do something different," says Georganna Biggins, CPMSM, CPCS, director of medical staff services at Seattle Children's Hospital, a 250-bed facility with an active medical staff of more than 1,300 physicians and other providers. "So for the remaining review sections and sessions, we played Jeopardy!"
Biggins created 40 questions based on MSPs' assigned reading, using the game show's format (statements to be answered with a question). Presented as a numbered grid, one staff member would pick a number and then everyone had a chance to answer. For each correct answer, the answering person received a small prize.
The entire department—two credentialing specialists, one credentialing data specialist, one administrative assistant, and one operations supervisor—is participating. At the end of each session, the group covers any questions that have not been answered already. "We only have a couple of sections left—the tough ones on corrective actions and hearings—but with this approach, I know they will definitely learn the details," Biggins says.
Biggins says she could see expanding this to other departments or medical staff committees (e.g., credentials committee or MEC) if there's interest.