Thank You

Thank you for requesting an appointment with a MedStar Orthopaedic Institute physician. A representative will call you within one business day.

Back Surgery

At MedStar Orthopaedic Institute, our goal is to relieve your back pain and restore your ability to enjoy your favorite activities. One of the best ways to ensure you get the most successful back and spine treatment is to describe your pain accurately and in detail—where it is, when it starts, what helps to relieve it. This way, our back and spine doctors can understand what you are dealing with. Consider the following questions when thinking about describing your pain to your MedStar back and spine specialist:

  • When does the pain happen?
  • How long does it last? Does the pain come and go? Or is it there all the time?
  • Is this pain new? Have you ever had this pain before?
  • Does it hurt in more than one place?
  • Does it feel like it's on the inside or on the outside of your body?
  • Does the pain keep you from doing certain things?
  • Does pain interrupt your sleep? Does it change your mood? Affect your appetite?
  • What makes the pain better? What makes it worse? What have you tried to relieve the pain?

Once your doctor understands and diagnoses your pain, they can focus on treating your back and spine problems with a combination of these approaches:

  • Multidisciplinary collaboration:  We combine our expertise with guidance from any other relevant specialists for the most comprehensive care options.
  • Conservative management: Whenever possible, we encourage you to try non-surgical options, and focus on resolving your pain with non-surgical options like physical therapy and medication.
  • Patient Education: We teach you and your family about your condition and answer all of your questions. We take the time to discuss the possible treatment options and weigh the risks and benefits of each one. Together, we will decide which treatment option will be most appropriate for your needs

Read more about the treatments available from MedStar Orthopaedic Institute physicians.

Kyphoplasty and Vertebroplasty- Spine Surgery Options

Kyphoplasty and vertebroplasty are minimally invasive spine surgery procedures used to relieve the pain from a vertebral fracture, especially if it does not improve over a number of weeks with pain medication and treatment with a brace. Both vertebroplasty and kyphoplasty procedures involve placing cement into the fractured vertebra through small incisions in the skin under x-ray guidance.

Kyphoplasty can also be very helpful when there is the severe collapse of the broken vertebra or wedging. By correcting the wedging, kyphoplasty may help restore the spine to a more normal alignment and prevent severe kyphotic (hunchback) deformity to the spine. In someone who has had multiple fractures with previous wedging, kyphoplasty can prevent further worsening of the deformity.

Vertebroplasty

  • A bone cement is injected under pressure directly into the fractured vertebra.
  • Once in position, the cement hardens in about 10 minutes, congealing the fragments of the fractured vertebra and providing immediate stability.

Kyphoplasty

  • A balloon catheter is guided into the vertebra and inflated with a liquid under pressure.
  • As the balloon inflates, it can restore the collapse in the vertebra and correct abnormal wedging of the broken vertebra.
  • Once the balloon is maximally inflated, it is deflated and removed, and the large cavity created is filled with bone cement.
  • The cement then hardens in place, maintaining any correction of collapse and wedging.

Non-Surgical Treatments for Back and Neck Pain

Different kinds of pain respond to different kinds of treatment. Your doctor or nurse may want to include these non-surgical therapies in your treatment plan:

  • Epidural steroid injectionsare anti-inflammatory and anesthetic medications injected into the spinal canal. They're used to decrease swelling and the pain associated with it. Candidates for this procedure suffer from herniated/bulging or degenerated discs.
  • Epidural lyses of adhesionare injections of medication at an affected nerve root to dissipate scar tissue and help decrease chronic low back pain.
  • Facet joint blocksare anti-inflammatory and anesthetic medications injected into a facet joint, which are located on the back of the spine where the vertebrae overlap and help guide the movement of the spine. Patients with degenerative disc disease and increased weight and pressure on the joint will benefit from the procedure.
  • Nerve root blocksare injections to relieve pain in the nerves that exist directly off the spinal cord. The nerve that's causing the pain is pinpointed and blocked.
  • Radio frequency ablationheats a nerve to eliminate its function, thereby eliminating the pain triggered by that nerve.
  • Sacroiliac joint injectionsreduce inflammation and discomfort in the hip joint.
  • Intradiscal electrothermal therapyheats a needle inserted into a painful disk to eliminate the pain receptors there. This procedure can help patients with chronic disc pain who wish to avoid surgery, or for patients whose previous surgery has been unsuccessful.

Spine Surgery

Every patient who walks the doors at MedStar Health gets a personalized education on their own back condition and the surgical options available. We have multidisciplinary teams of back and spine specialists throughout the central Maryland and Washington region, including neurosurgeons, physiatrists, rheumatologists, orthopedic surgeons, and physical and occupational therapists. Our experts are trained in the latest techniques for the diagnosis and treatment of disorders, conditions, and injuries of the spine. Together, we determine the source of your pain and treat it as effectively as possible.

Cervical, Thoracic, and Lumbar Spine Surgery

Pain in these areas is generally first treated with some combination of medication and physical therapy. If the pain does not improve after some months of these treatments, surgery can become an option. Surgery can help a variety of back conditions, including:

  • Arm and Leg Pain
  • Back Pain
  • Herniated Disks
  • Neck Pain
  • Spinal Stenosis
  • Spondylolisthesis

Microscopic and Minimally Invasive Spine Surgery

During minimally invasive techniques, MedStar Health surgeons make a small incision and use advanced computer technology and specialized instruments to repair back and spine conditions. In microscopic spine surgery, we combine minimally invasive techniques with highly sensitive, cutting-edge surgical microscopes to access even the most delicate areas with precision.

Minimally invasive techniques offer patients:

  • Faster recovery time than traditional spinal surgery
  • Reduced infection
  • Reduced blood loss
  • Faster return to your regular lifestyle

Motion-Sparing Spine Surgery

Traditional fusion surgery merges the vertebrae, which relieves pain and pressure, but also restricts your ability to move. Motion-sparing spinal surgery gives you the best of both worlds—it relieves pressure on your spinal cord and preserves your range of motion. Motion-sparing techniques can be used in cervical artificial disk replacement and laminoplasty (removing spinal cord pressure from cervical spine stenosis)

Spinal Deformity Surgery

If you or your child suffers from a spinal deformity, the orthopaedic spine surgeons at MedStar Health will work to correct the problem with braces and other non-surgical approaches. In most cases, we try not to treat scoliosis and other spinal deformities with surgery, but if more conservative treatments do not improve the deformity, surgery may be the best option. MedStar Health orthopaedic surgeons always take time to explain the risks and benefits of any procedure and help our patients come to a decision that feels right. We also work with any other specialists involved, so treatment is multidisciplinary and comprehensive. Surgery to treat spinal deformities, including scoliosis and kyphosis, straighten the spine and/or release the pressure on spinal nerves. This often requires uniting the vertebrae using special implants to keep the spine together.

Spine Rehabilitation

The unique spine care program at MedStar Health features talented physical therapists working closely with a variety of physicians to obtain the best outcome for conservative treatment. Our therapists are continually enhancing their knowledge with up-to-date techniques regarding back and neck care.

We offer:

  • Back School: This rehabilitation program is a group setting and is designed to educate individuals to take control of their back and/or neck pain.
  • Aquatic Therapy: The therapist and patient use the qualities of water and heat to decrease pain and swelling and to increase movement. The pool is heated and handicapped accessible.
  • Manual Therapy: Our therapists have taken many additional courses to provide highly skilled services using their hands. This may include massage, mobilization of joints, and more.
  • Exercise: Therapists and patients work together to develop an individualized exercise program to stretch or strengthen appropriate muscles. Emphasis is placed on the patient continuing these exercises at home.
  • Arthritis Foundation Exercise Program: This is a six-week program where patients can exercise in a group setting specially designed for people with arthritis. Our therapists have been trained by the Arthritis Foundation to teach this course.

Call Us Today

For more information or to schedule an appointment with a back, neck and spine specialist, please call our scheduling line:

855-546-1789

 

Meet the Team

Our Locations

MedStar Franklin Square Medical Center
9000 Franklin Square Drive
Baltimore, MD 21237

MedStar Good Samaritan Hospital
5601 Loch Raven Boulevard
Baltimore, MD 21239

MedStar Harbor Hospital
2900 S. Hanover Street
Baltimore, MD 21225

MedStar Union Memorial Hospital
3333 N. Calvert Street, Suite 400
Baltimore, MD 21218

Related Information

Meet Contact Center Leadership

Jeff Miller

Assistant Vice President - Marketing

MedStar Care Connections

Jeff has led contact center operations since 2006, and continues oversight of operations and strategic partnerships within MedStar Care Connection as the department’s growth continues. Originally from South Texas, Jeff moved to Baltimore 15 years ago after graduating from Brown University with a degree in Business economics. Prior to MedStar, Jeff worked in the Baltimore Ravens’ marketing and public relations department during the season of their Superbowl XXV win in Tampa. In his spare time, Jeff enjoys spending time with his wife and kids - two sons and a daughter.   

Julie Bosley, RN

Access Manager

MedStar Care Connections

Julie oversees the operation and integration of MedStar Care Connection’s Orthopaedics and Sports Medicine contact center with physician practices. Prior to joining MedStar, Julie worked as an orthopaedic nurse, contact center director and orthopaedic practice manager. In her free time, Julie loves to spend time with her husband and two sons, and her dog. She also enjoys reading, traveling, and supporting her favorite Baltimore sports teams - Go Orioles and Ravens!

 

Archived Issues


Have You Visited the MedStar Orthopaedic Institute & Sports Medicine Contact Center?

Contact Center Frequently Asked Questions

What is the MedStar Orthopaedic Institute and Sports Medicine contact center?

The MedStar Orthopaedic Institute and Sports Medicine contact center leverages existing infrastructure and operations within MedStar Care Connection to execute a contact center model that promotes patient appointment access to MedStar Orthopaedic Institute in Baltimore.

What patients does the MedStar Orthopaedic Institute and Sports Medicine contact center schedule for?

The MedStar Orthopaedic Institute and Sports Medicine contact center schedules for unassigned patients calling through the phone lines 877-34-ORTHO and 888-44-SPORT. In addition to these two phone lines utilized for marketing and promotion, the contact center established several transfer numbers which permit the direct referral of patients to MedStar Orthopaedic Institute & Sports Medicine. These numbers are used internally, as well as through partnerships with MedStar PromptCare, PatientFirst and Clinical Associates.

The contact center also handles direct appointment scheduling for MedStar Union Memorial Hospital Hand Center, MedStar Union Memorial Hospital Arnold Palmer Center, and MedStar Franklin Square Medical Center orthopaedic practices. Future practices that will be supported by the contact center include MedStar Union Memorial Hospital and outpatient offices, followed by MedStar Harbor Hospital and MedStar Good Samaritan Hospital practices in fiscal year 2017.

Why do we have a MedStar Orthopaedic Institute and Sports Medicine contact center?

The MedStar Orthopaedic Institute and Sports Medicine contact center was established to:

  • Enable consistent access to orthopaedic appointments
  • Triage patients to the right doctor at the right location
  • Improve patient engagement
  • Increase MedStar’s market share

Where is the MedStar Orthopaedic Institute and Sports Medicine contact center?

The MedStar Orthopaedic Institute and Sports Medicine contact center is located in the MedStar Professional Services Park in White Marsh, Maryland. The address for MedStar Care Connection is 8094 Sandpiper Circle, Suite F.

What technology is used at the MedStar Orthopaedic Institute and Sports Medicine contact center?

The MedStar Orthopaedic Institute and Sports Medicine contact center utilizes several forms of technology that enhance operations:

  • OpenScape Contact Center - OpenScape Contact Center (OSCC) is the contact center phone system that processes all calls arriving into the center. OSCC leverages a skills-based routing technology which permits a call to be directed to an access specialist trained and most skilled in answering that type of inquiry. Skills-based routing is a core function within MedStar Care Connection, which ensures the quality and accuracy of appointment interactions as the contact center continues to grow.
  • Verint - In addition to OSCC, MedStar Care Connection utilizes the Verint quality management system to record calls for quality assurance. The system permits management within MedStar Care Connection to review a call and not only hear the conversation between the associate and the caller, but also see the screens that the associate was using. This system is used during MedStar Care Connection’s monthly review of calls, which enables management to validate strengths, adherence to policies and identify areas of improvement for each associate.
  • SharePoint - MedStar Care Connection’s “WHEREhouse” is a custom designed online resource that is a repository for physician protocols and all learning materials developed for access specialists. SharePoint has enabled MedStar Care Connection to implement operations that are as paperless as possible. A core function built within the WHEREhouse is the Orthopaedic & Sports Medicine Physician Locator. When access specialists receive an unassigned patient call, the locator is utilized to match callers with the a physician based upon the needs and preferences of the patient, including medical condition and most convenient location of care.
  • Centricity Business - Also known as IDX, Centricity Business is the search and scheduling tool that access specialists use to schedule appointments. The contact center relies upon appointment templates and preferences established by each physician practice when scheduling appointments in IDX. The contact center utilizes “first available” search technique when making appointments. Therefore it is extremely important that each provider maintain an updated template within the system.
  • Other Clinical Systems - MedStar Care Connection uses other systems such as Centricity EMR and Amalga to ensure access to relevant clinical information that can be used to ensure the accuracy of appointments scheduled through the contact center.

What is the criteria for scheduling appointments?

Access specialists use a patient-centric approach to schedule callers with the right physician based on their needs, at the right time and location. Using protocols established by orthopaedic stakeholders across the system, access specialists then narrow providers down by location and utilize the “First Available” search in IDX to select an appointment that works best for the patient.

When a physician is requested by name, the contact center will always work with the physician practice to ensure that providers and their practice are offered the opportunity of “first refusal” when a patient cannot be accommodated within an acceptable timeframe or requests an appointment for a medical condition outside of a physician’s scope of practice.

What protocols exist today?

Prior to the initial contact center launch in September 2015, MedStar Care Connection spent significant time interviewing physicians, physician secretaries and practice administrators to develop physician protocols. The goal was to preserve physician practice nuances while translating the information into a format that is consistent and easy to use.

In addition, a workflow for sports medicine was developed in partnership with MedStar’s Sports Medicine Marketing & Access workgroup led by Sean Huffman and physician representation from the Baltimore and Washington DC regions. This sports medicine “algorithm” is used to direct athletes requiring care to MedStar Sports Medicine providers based upon the part of the body affected and the age of the injured athlete (pediatric or non-pediatric).

Based upon feedback received from physicians and practices, physician protocols may be adjusted at any time.

How will the contact center maintain quality as it continues to grow?

MedStar Care Connection has several quality initiatives that will be expanded upon or implemented during fiscal year 2017. Internal quality initiatives include reviewing recorded calls and screens five times per month. Externally, MedStar Care Connection is exploring vendors to develop a secret shopping program to validate the consistency between how we brand MedStar Orthopaedic Institute & Sports Medicine and what our patients actually experience.

How can I learn more about the MedStar Orthopaedic Institute and Sports Medicine Contact Center?

Please come by for a visit.

Physicians and practice administrators are welcome to visit MedStar Care Connection to meet with our team, tour the facility and learn more about the contact center’s technology and processes. To date, MedStar Care Connection has hosted more than 10 of these site visits, which has enabled physicians to introduce themselves to the team, review protocols and provide helpful context around practice basics and patient care.

To plan a contact center tour and meet and greet with our access specialist team, please contact Julie Bosley ([email protected]) or Jeff Miller ([email protected]).

Archived Issues


Have You Visited the MedStar Orthopaedic Institute & Sports Medicine Contact Center?

Specific News Item

Washington, D.C., and Bethesda, MD. – MedStar Health is working with a Bethesda-based tech startup firm, Mytonomy, to pioneer a novel approach to patient education that delivers individualized instruction through a unique microlearning software platform that can be accessed from anywhere via the internet.  Based on a highly successful pilot with interventional cardiology patients at MedStar Washington Hospital Center, MedStar and Mytonomy announced today that they are expanding the project to cardiovascular patients across the system and will be adding new learning modules to address other types of procedures and conditions.

Traditionally, patient education materials are provided through pamphlets or printouts of broad information. This one-size-fits-all approach is not as effective for personalized instruction, and is often not reviewed or understood by patients. In the MedStar Washington Hospital Center pilot of this novel approach, involving more than 300 patients scheduled for heart catheterizations, nearly 90 percent completed the education modules.  They also reported feeling less anxious, more confident and appeared to be more engaged throughout their care process.

Physicians and education specialists with the MedStar Simulation Training and Education Lab (SiTEL) and the MedStar Heart and Vascular Institute created the innovative educational content, and Mytonomy’s software platform provides the methodology, access and analytics that measure engagement and effectiveness of the microlearning system. Microlearning provides short, clear bursts of information in the manner most effective for learning in today’s digital-dominated world, according to research.  Mytonomy’s system and MedStar’s content mirror this, providing patients and caregivers the information they need to help them to prepare for and recover from a procedure, or to manage a chronic disease, which they can access at their convenience. 

“Engaging patients as active partners in their care is an essential aspect of achieving better outcomes and improving chances for long-term health,” says Stephen R.T. Evans, MD, MedStar Health’s chief medical officer. “Giving patients the information and tools to manage their care needs becomes more important than ever when the measure of health is viewed across a person’s life, not in episodic encounters with a hospital.”

The patient education partners are working now to complete the cardiology curriculum with modules for electrophysiology and heart surgeries. Next up, they will create content for patients with diabetes, and women preparing for childbirth and other ob-gyn procedures. Over the next year, they plan to address other major medical areas including general surgery, orthopaedics, eye care, neonatalogy, oncology, vascular procedures, and gastroenterology.

“Mytonomy has met and exceeded our expectations as a partner to bring innovative learning experiences to our patients,” said Bill Sheahan, corporate vice president with MedStar SiTEL. “We selected Mytonomy for patient education and microlearning for two reasons: Their team has a successful track record of delivering powerful enterprise software systems, which are simple and easy use, and they have a unique understanding of what constitutes an excellent consumer experience. The Mytonomy product was developed with an extensive user-centric design process and is backed by research and extensive testing. These factors aligned perfectly with MedStar Health’s desire to try new and innovative approaches to helping our patients learn and be healthy.”

The Mytonomy microlearning platform is simple to use for patients and caregivers. The patient clicks on a secure link from their provider or hospital team, and is presented with information specific to their procedure or diagnosis. The system is compatible with all major electronic medical records and scheduling systems.

Notable results from Mytonomy’s pilot with MedStar Health included:

  • More than 88 percent of the first 300 patients who were given access to the mobile system logged in and watched their patient education pre-procedure.
  • A MedStar Health study showed patient satisfaction scores with both the Mytonomy system and the care they received increased to more than 90 percent in the hospital with the first 100 interventional cardiology patients.
  • Patients reported reduced anxiety and increased confidence.
  • Patients’ families engaged in the education process by accessing the learning module with the patient at home or in the hospital.

“MedStar Health provided an unparalleled opportunity for our start-up company to quickly bring an innovative, software system to market to address some of the greatest challenges in health care,” said Anjali Kataria, CEO of Mytonomy. “Our goal was to deliver an easy-to-use system that was incredibly powerful behind the scenes.  We built an industrial strength system via an extensive user centric design process incorporating diverse patient and clinician feedback we gathered from MedStar and other major healthcare systems.”

“Other hospitals and health systems using our microlearning platform have the option to create their own hospital-specific videos, or use existing content, which can quickly be modified and re-branded to meet the hospital’s needs, enabling a hospital to be up and running in a matter of weeks with the content they want their patients to have,” said Vinay Bhargava, president and co-founder of Mytonomy. “By engaging their patients with this new digital health tool, clinicians can build trusted patient relationships deeper and faster.”

 

Archive


Contact Information

For a physician referral, please call 844-411-LUNG.

MedStar Franklin Square Medical Center
The Angelos Center for Lung Diseases
9103 Franklin Square Dr.
Baltimore, MD 21237

Adjacent to the Weinberg Cancer Institute.


Have a Question?

Ask our Nurse Navigator Ruth Evans, RN

Archive

News Item 1

Tariq_Nayfeh_Orthopaedic_Surgery

Premier joint replacement surgeon, Tariq Nayfeh, (Tar-rick Nay-Fee) M-D, specializes in the latest joint replacement techniques and outpatient joint replacement surgery.

Fellowship-trained in adult reconstruction, Dr. Nayfeh provides his patients with customized treatment plans. Call 855-546-1672 to learn more or to schedule an appointment.

News Item 2

medstar-prompt-care-300

Do you need convenient access to medical care without an appointment? Come to MedStar PromptCare urgent care centers. You never need an appointment and with onsite X-ray and lab services, we can help you feel better faster. Visit MedStar Urgent Care to find the location near you.

News Item 3

OrthoSM_1

Blue Cross Blue Shield recently named MedStar Union Memorial Hospital a Blue Distinction Center for hip and knee replacement and spine surgery. We meet quality measures for patient safety and outcomes, and cost measures that address consumers’ need for affordable healthcare.

To learn more about our expertise in hip and knee replacement, and spine surgery, call 855-546-1674.

News Item 4

MFSMC_Baltimore_Abhinav_Sankineni_Digestive_Disease-(1)

MedStar Franklin Square Medical Center welcomes Dr. Abhinav Sankineni (pron. uh b h ih n uh v  SUN-ki-ninny),  fellowship-trained in Advanced Endoscopy; Gastroenterology; and Gastrointestinal Motility.

He will see patients at the Center for Digestive Disease. For an appointment, call 855-546-1670.

News Item 5

Siddiqi-wang-kaliyadan_1

MedStar Heart & Vascular Institute at MedStar Union Memorial Hospital is the first and only hospital in Maryland to offer fully dissolving stents to our patients with coronary artery disease who do not want a permanent implant.

To learn more or for a physician referral, call 855-546-1676. 

News Item 6

Tariq_Nayfeh_Orthopaedic_Surgery

Premier joint replacement surgeon, Tariq Nayfeh, (Tar-rick Nay-Fee) M-D, specializes in the latest joint replacement techniques and outpatient joint replacement surgery.

Fellowship-trained in adult reconstruction, Dr. Nayfeh provides his patients with customized treatment plans. Call 855-546-1672 to learn more or to schedule an appointment.

News Item 7

medstar-prompt-care-300

Do you need convenient access to medical care without an appointment? Come to MedStar PromptCare urgent care centers. You never need an appointment and with onsite X-ray and lab services, we can help you feel better faster. Visit MedStar Urgent Care to find the location near you.

News Item 8

OrthoSM_1

Blue Cross Blue Shield recently named MedStar Union Memorial Hospital a Blue Distinction Center for hip and knee replacement and spine surgery. We meet quality measures for patient safety and outcomes, and cost measures that address consumers’ need for affordable healthcare.

To learn more about our expertise in hip and knee replacement, and spine surgery, call 855-546-1674.

News Item 9

MFSMC_Baltimore_Abhinav_Sankineni_Digestive_Disease-(1)

MedStar Franklin Square Medical Center welcomes Dr. Abhinav Sankineni (pron. uh b h ih n uh v  SUN-ki-ninny),  fellowship-trained in Advanced Endoscopy; Gastroenterology; and Gastrointestinal Motility.

He will see patients at the Center for Digestive Disease. For an appointment, call 855-546-1670.

News Item 10

Siddiqi-wang-kaliyadan_1

MedStar Heart & Vascular Institute at MedStar Union Memorial Hospital is the first and only hospital in Maryland to offer fully dissolving stents to our patients with coronary artery disease who do not want a permanent implant.

To learn more or for a physician referral, call 855-546-1676. 

News Item 11

Tariq_Nayfeh_Orthopaedic_Surgery

Premier joint replacement surgeon, Tariq Nayfeh, (Tar-rick Nay-Fee) M-D, specializes in the latest joint replacement techniques and outpatient joint replacement surgery.

Fellowship-trained in adult reconstruction, Dr. Nayfeh provides his patients with customized treatment plans. Call 855-546-1672 to learn more or to schedule an appointment.

News Item 12

medstar-prompt-care-300

Do you need convenient access to medical care without an appointment? Come to MedStar PromptCare urgent care centers. You never need an appointment and with onsite X-ray and lab services, we can help you feel better faster. Visit MedStar Urgent Care to find the location near you.

News Item 13

OrthoSM_1

Blue Cross Blue Shield recently named MedStar Union Memorial Hospital a Blue Distinction Center for hip and knee replacement and spine surgery. We meet quality measures for patient safety and outcomes, and cost measures that address consumers’ need for affordable healthcare.

To learn more about our expertise in hip and knee replacement, and spine surgery, call 855-546-1674.

News Item 14

MFSMC_Baltimore_Abhinav_Sankineni_Digestive_Disease-(1)

MedStar Franklin Square Medical Center welcomes Dr. Abhinav Sankineni (pron. uh b h ih n uh v  SUN-ki-ninny),  fellowship-trained in Advanced Endoscopy; Gastroenterology; and Gastrointestinal Motility.

He will see patients at the Center for Digestive Disease. For an appointment, call 855-546-1670.

News Item 15

Siddiqi-wang-kaliyadan_1

MedStar Heart & Vascular Institute at MedStar Union Memorial Hospital is the first and only hospital in Maryland to offer fully dissolving stents to our patients with coronary artery disease who do not want a permanent implant.

To learn more or for a physician referral, call 855-546-1676. 

Archive

September 2016

Scope of Practice Survey

 

To ensure that our patients receive the right care at the right time by the right provider, MedStar is launching an initiative to improve patient access by enhancing the content and accuracy of our provider database.

 To help us achieve this goal, MedStar’s digital team is launching a pilot to provide call center agents with real-time provider data that will help them to seamlessly match patients to the right provider, increasing conversion rates. In the coming weeks, please be on the lookout for an email with a customized link for completing the scope of practice survey. This will help determine which conditions/procedures fall within your scope of practice, and will power our consumer Contact Centers to better connect the right patient to the right provider.

 Learn more about ProviderMatch ™ for Access Centers here.

Baltimore Magazine Update

Thank you for your interest and feedback on the MedStar Orthopaedic Institute ad that runs each month in Baltimore magazine. The October issue, on newsstands September 30, will again feature our spine team consisting of both orthopaedic and neurosurgeons (attached). The November issue is the eagerly anticipated “Top Doctors” edition, in which each musculoskeletal physician will be named and thanked.  

Contact Center Success

Since MedStar Care Connection's orthopaedic and sports medicine contact center opened in September of 2015, the center has consistently scheduled more than its target quantity of 350 unassigned appointments per month. During fiscal year 2016, a total of 4,146 unassigned appointments were successfully scheduled, with February being the busiest month to-date (561 appointments).

The contact center also closely monitors contact center metrics to ensure that Service Level Agreements are maintained. During fiscal year 2016, the contact center exceeded each of its target service level metrics that were established at the outset of the program.

  • Service Level (% of calls answered in 20 secs or less) = 84%  (Goal Service Level = 75%-85%)
  • Average Speed to Answer = 29 seconds  (Goal Speed to Answer = 25-35 seconds)

Meet Contact Center Leadership

 

Jeff Miller - AVP, Marketing - MedStar Care Connection

Jeff has led contact center operations since 2006, and continues oversight of operations and strategic partnerships within MedStar Care Connection as the department’s growth continues. Originally from South Texas, Jeff moved to Baltimore 15 years ago after graduating from Brown University with a degree in business economics. Prior to MedStar, Jeff worked in the Baltimore Ravens’ marketing and public relations department during the season of their Superbowl XXV win in Tampa. In his spare time, Jeff enjoys spending time with his wife and kids - two sons and a daughter.  

Julie Bosley, RN - Access Manager

Julie oversees the operation and integration of MedStar Care Connection’s orthopaedic and sports medicine contact center with physician practices. Prior to joining MedStar, Julie worked as an orthopaedic nurse, contact center director and orthopaedic practice manager. In her free time, Julie loves to spend time with her husband and two sons, and her dog. She also enjoys reading, traveling, and supporting her favorite Baltimore sports teams - Go Orioles and Ravens!

In the Loupe - Now Digitized

 

In the Loupe is intended to improve transparency with MedStar Orthopaedic Institute’ physicians and administrators. To provide timely, in-depth updates related to initiatives impacting orthopaedics, a webpage will soon accompany the In the Loupe email. This password protected page will first feature contact center FAQs, as well as relevant project updates. To respect the proprietary nature of the information, page access will require a login. Login instructions will be distributed in the coming weeks. In addition, you may always direct questions to [email protected].

 

Media Contact

Michelle Kline

410-554-4329


Archived Issues


Have You Visited the MedStar Orthopaedic Institute & Sports Medicine Contact Center?

August 2016

Hunt Valley Location Opens Next Monday, Aug. 8 on US Lacrosse Campus

MedStar Health’s newest location is co-located with US Lacrosse’s newly-constructed headquarters and national training center at 2 Loveton Circle, off of York Rd. The phone number for its front desk and general information is 410-472-7091.

The Hunt Valley location houses orthopaedic surgeons, sports medicine physicians, physical therapy and rehabilitation, performance enhancement, and research. The physicians with Hunt Valley session time include Drs. Allison Fillar, Richard Hinton, Lindsay Jones, Kari Kindschi, Richard Levine, Jason Stein, and Kenneth Tepper. Therapy services are comprehensive and include dry needling, instrument-assisted soft tissue mobilization and functional screening examinations.

U.S. News, Becker’s Hospital Review and Hospitals & Health Networks Rank MedStar

 

U.S. News & World Report has released their annual “Best Hospital” Rankings. In the Baltimore metro area rankings, MedStar had four of the top ten spots with MedStar Union Memorial at #5, MedStar Franklin Square at #7, MedStar Harbor at #9 and MedStar Good Samaritan at #10.

For orthopaedics specifically, MedStar Good Samaritan, MedStar Harbor and MedStar Union Memorial all ranked regionally as “high performing.”

For neurosurgery, MedStar Franklin Square and MedStar Union Memorial both ranked regionally as “high performing” for the first time.

Becker's Hospital Review has named MedStar one of the "100 Integrated Health Systems to Know," a list based on health systems' focus on the continuum of care, from wellness and preventive services to urgent care, inpatient care, outpatient care, hospice, health plan offerings and more. Many of these health systems have also demonstrated innovation through their participation in care and payment reform initiatives. The Becker's Hospital Review editorial team selected health systems based on rankings by healthcare analytics company IMS Health, as well as health systems' financial, clinical and operational strength.

MedStar was also named in this year’s Hospitals & Health Networks information technology survey as one of “Healthcare’s Most Wired.” MedStar also received recognition for being “Advanced” in all areas of the survey and was recognized as a “2016 Most Wired Advanced” healthcare system, one of only 19 healthcare systems in the country listed and the only healthcare system in Maryland to be named with this additional recognition.

MedConnect Goes Live Next Month

 

Next month, on Sept. 26, 2016, all four Baltimore hospitals transition to the MedConnect Electronic Health Record (EHR). Success with the new system is essential to providing the best experience for our patients. Most notably, it is a significant step toward providing one health record for the entire system. This enables better provider-to-provider communication, improved care coordination and reduced patient care errors. For more information on MedConnect, visit http://starport.medstar.net/go/MedConnect.

 Register for MedConnect training by August 15. Visit www.sitelms.org and search for Wave 1 – End User: MedConnect Ambulatory Training for Providers (Li-020191).

Clinicians (MA, RN) should search for Li-020185, and Front Office, Back Office and Administrative Associates should search for Li-020186.

Sneak Preview of Olympics TV Ads

 

Tonight, August 5, is the Opening Ceremony for the 2016 Rio Olympics. MedStar Orthopaedic Institute and MedStar Sports Medicine are once again sponsoring the 3-week event on WBAL (NBC, Ch. 11). The Olympic Games are a cultural phenomenon with unusually high television ratings that include viewers who do not usually watch television. Locally, Olympic viewership on WBAL outpaces the national average. To digitally complement the television sponsorship, extensive Facebook advertising, Olympics-specific Search Engine Marketing and video on wbaltv.com is scheduled.

Watch the orthopaedic television ads that will air during the WBAL O-Zone, Opening and Closing Ceremonies, Weekend Day, and Weekend News:

 

Media Contact

Michelle Kline

410-554-4329


Archived Issues


Have You Visited the MedStar Orthopaedic Institute & Sports Medicine Contact Center?

Access Pilot

Access Center Pilot

As you know, MedStar launched a compelling initiative to improve patient access by enhancing the content and accuracy of our provider database.

In partnership with MedStar Care Connection, this pilot is focused on providing call center agents with real-time provider data that will help them to seamlessly match patients to the right provider, increasing conversion rates. Orthopaedic and Sports Medicine physicians who are included in the pilot have already begun completing their scope of practice survey, determining which conditions/procedures fall within their scope of practice.

This survey will then take the information provided and combine it with our existing data sources to power an intuitive web-based tool, deployed within our Consumer Contact Centers to better identify providers within the MedStar network. The condition-based search feature is particularly exciting for connecting the right patient to the right provider. For example, if a patient wants to find a physician who replaces hips, the access center agent will type “hip replacement” into the search bar and the tool will return our list of clinicians that specifically indicated that they perform this procedure.

Read answers to frequently asked questions about the pilot here:

 

Archived Issues


Learn more about ProviderMatch ™ for Access Centers: