Managing the GME Office

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Managing the GME Office (Herding Cats)
Gary Smith, Ed.D. ADME and DIO John Peter
Smith Hospital University of North Texas HSC For
t Worth gary.smith_at_jpshealth.org
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Goal and Objectives

• Objectives
• Become familiar with the basic function of
  Graduate Medical Education (GME)
  
• Identify three perspectives for considering the
  role of the GME Office
  
• Identify two strategies for enhancing the GME
  Office
  
• Identify two strategies for enhancing
  recruitment
  

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Raison d'être ?

• Our reason for being is to provide effective
  information.
  
• Effective information is information that
  works
  
• that serves its purpose
• For information to be effective it must be
• Accurate
• Timely
• Valid
• If not, it is of no value to our customers

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Customer Service

• We produce and deliver a commodity (information)
  and have customers who consume our product.
  
• In developing our commodity we need and consume
  information from others.
  
• Therefore we must be concerned with customer
  service as well as quality.

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Things Happen Here
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Patient Care
Things Happen Here
Education
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Other Depts
Things Happen Here
GME
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    Things Happen Here 
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Paretos Principle
80/20 Rule
80 of our effort is spent on 20 of our issues
(or 20 of our residents/faculty)
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Academic Support
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Institutional Policy Implementation
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Institutional Policy Implementation
Office Functions
Graduate Medical Education
Programmatic Support
Regulatory Compliance Support
Academic Support
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Intervention

• Level
• Communication
• Process
• Policy
• Analysis
• Who
• Has Information
• Needs Information
• Is responsible

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Intervention

• Quality Improvement
• Plan
• Implement
• Monitor
• Feedback
• Assess
• Revise (Or Not)

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Recruitment

• Who are our customers?
• Medical Student Applicants
• Program Directors
• Residents
• Coordinators
• Restaurants Caterers
• Hotels
• etc

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Recruitment

• What information do our customers need?
• Policies
• Procedures
• Accountability
• Resources
• Interfaces
• Information that is
• Accurate
• Timely
• Valid

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Recruitment What Matters?

• Information that influences medical applicant
  decision-making
  
• Residents Morale
• Location
• Interview Experience
• Academic Reputation
• What information will set our program apart?
• What can we change?
• How can we better tell our story?

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Recruitment Pre Visit

• Policies, Procedures, Interfaces, Ownership
• Brochures and Web Site
• Content, Updates, Access for change, etc.
• FRIEDA and ERAS
• Off-Site Recruiting
• Events, Participants,
• Interview Policies and Protocols
• Housing, Meals, Spouses, Repeat Visits, etc.

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Recruitment The Visit

• Know your program inside and out. Students ask
  all kinds of questions..about everything!
  
•  Make an effort to get to know the student
  (interests, medical or otherwise, where they grew
  up, where they want to end up, etc). Showing
  genuine interest in someone really does make a
  lasting impression.
• Match up students with residents or faculty that
  have similar interests or something in common.
  
• Its a team effort! Residents are one of the most
  important tools you have in recruiting.

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Recruitment The Visit

• Dont forget you are not just recruiting that
  student but their significant other as well!
  
• Healthy program morale. Students can really pick
  up on negative vibes and unhappy residents.
  
•  Be flexible and dont stress-during the
  interview day, clerkships, 2nd looks etc.
  
• Encourage and increase clerkships at your
  program. The best way for students to get to know
  your program and residents is to spend adequate
  time.
•  

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Recruitment The Visit

• Make sure you are honest and transparent about
  your program and what you have to offer. They
  should be aware of the good and the bad.
  
• Do not talk negatively about other programs.
  Students/applicants remember who says what.
  
•  Having a Program Director who is active in
  recruiting and interviews. Students want to meet
  and get to know who is in charge.
  
• Leslie Wooldridge, Resident Recruiter,
• John Peter Smith Hospital, Fort Worth , Texas

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Recruitment Post Visit

• Policies, Procedures, Interfaces, Ownership
• Match
• Post-Match Survey
• Employment
• Training Permits
• Relocation
• Orientation

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Customer Service

• Answer your phone.
• Dont make promises unless you will keep them.
• Listen to your customers.
• Deal with complaints.
• Be helpful - even if theres no immediate profit
  in it.
  
• Train your staff (if you have any) to be helpful,
  courteous, and knowledgeable.
  
• Take the extra step.
• Throw in something extra.
• Source Small Business Canada http//sbinfocanada.
  about.com/
  

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IF

• If you can keep your head when all about you are
  losing theirs,
  
• You obviously dont understand the situation.