This episode of the MGMA Business Solutions Podcast welcomes Dr. Anthony Mazzarelli, co-president and CEO of Cooper University Health Care. Dr. Mazzarelli and MGMA senior editor Daniel Williams discuss critical issues facing healthcare today including burnout, staffing shortages, and the role of technology in improving operational efficiency. Dr. Mazzarelli also shares strategies that Cooper has implemented to support its workforce while maintaining financial sustainability and enhancing patient care.
Staffing Challenges in Healthcare
Staffing shortages remain a pressing concern across the healthcare industry. Dr. Mazzarelli described how Cooper University Health Care has been impacted by what he describes as the “war for talent,” exacerbated by rising labor costs and the pandemic’s long-term effects. “Prior to the pandemic, we were competing mostly with other health systems. Now we're competing with other industries,” he says.
To address these challenges, Cooper has focused on creating an environment where employees feel valued. “The single biggest factor across every industry, whether it's healthcare or not … is whether an employee feels valued by their company,” Dr. Mazzarelli explains. Cooper has worked to minimize turnover, recognizing that experienced employees contribute to a stronger organizational culture and operational stability.
Mitigating Burnout
Burnout remains a widespread issue in healthcare, with Dr. Mazzarelli noting that nearly half of healthcare workers reported experiencing burnout during the pandemic. At Cooper, comprehensive wellness programs, mental health resources, and work-life balance initiatives have been implemented to address this challenge.
However, Dr. Mazzarelli acknowledged the limitations of such programs. “Many of those initiatives are what I would call escapism, which is doing things outside your work so that tolerating your work is better, and that can't be the only solution,” he notes. To create more sustainable solutions, Cooper has focused on reducing administrative burdens and improving workplace environments.
Leveraging Technology to Improve Efficiency
Technology plays a central role in Cooper’s strategy to support staff and enhance patient care. Dr. Mazzarelli highlights the implementation of virtual nursing, a program that reduces nurses’ administrative tasks by allowing them to collaborate with virtual colleagues through cameras and microphones in patient rooms. “It not only streamlines the documentation process, but also enhances that interaction, allowing those interactions and that connection to happen and all the benefits flow from that,” he says.
Cooper is also an early adopter of ambient clinical technology, such as Dragon Ambient Experience (DAX), which uses artificial intelligence to document patient interactions. “ I use it myself when I see patients,” he says. “I say often (that) physicians see patients for free; they get paid to do paperwork. So this dramatically reduces that aspect, and not only streamlines the documentation process, but it also allows to have an enhanced interaction of with patients.”
Enhancing Patient and Provider Connections
Dr. Mazzarelli advocates for meaningful connections between providers and patients, whether in person or virtual. Cooper has integrated these principles into its medical school and residency curricula through its "Compassion Lab," which studies and promotes empathetic patient interactions. “We know that patients who are rounded on by a leader have a 33% higher satisfaction score,” he notes. “That's a significant number. We also know that the more you connect with patients again, the better the outcomes.”
These efforts not only improve patient outcomes but also help reduce burnout by reinforcing the purpose and meaning behind healthcare work. “These younger generations want jobs with purpose and meaning. Well, that's what we do in healthcare. We just need to use that to our advantage, to remind people that when you work in healthcare, especially on the side of providing care, you are a part of a team that's saving lives.
Financial Sustainability and Strategic Partnerships
Maintaining financial sustainability while prioritizing quality care is a balancing act for healthcare organizations. Dr. Mazzarelli outlined Cooper’s multi-pronged approach, which includes competitive wages, fostering employee engagement, and forming strategic partnerships. “Health systems used to try to be all things to all people, but we know there are partnerships where the partner is a focused factory that can do things at the same or better quality at a lower cost.
Actionable Strategies for Healthcare Leaders
From the conversation with Dr. Mazzarelli, the following strategies emerge as practical steps for healthcare leaders:
- Focus on Retention: Make employees feel valued through recognition, competitive wages, and professional growth opportunities.
- Address Burnout: Invest in both wellness programs and workplace improvements to reduce stress and administrative burdens.
- Leverage Technology: Use tools like virtual nursing and ambient clinical technology to streamline workflows and improve patient interactions.
- Promote Meaningful Connections: Foster empathetic provider-patient interactions to enhance care and support staff engagement.
- Form Strategic Partnerships: Collaborate with specialized organizations to improve efficiency and focus on core strengths.
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