Primary Care Expansion Enhance Urgent Medical Advice DSRIP in Action Primary Care Expansion Enhance Urgent Medical Advice

Agenda 10:00 am – 10:15 am: Welcome and Introduction 10:15 am – 11:00 am: Project Highlights Primary Care Expansion Enhance Urgent Medical Advice 11:00 am – 11:30 am: Forum Discussion 11:30 am – 12:00 pm: Tour of Facility 12:00 pm – 1:00 pm: Networking Lunch

Primary Care Expansion - Overview Identified the need for expanded primary care services Goals of Program Increase access to healthcare in the primary care setting Decrease the utilization of the Emergency Department (ED) for non-urgent care Provide our patients with the right care in the right setting while controlling costs Shared vision Increase access to health care in the primary care setting for our county residents and decrease the utilization of the Emergency Department (ED) for non-urgent care. (Category 3 – IT-9.10a ED Throughput Measure Bundle)

Project Overview Metrics Expand our primary care clinic by 8 exam rooms (from 12 exam rooms to 20 exam rooms) Expand our primary care clinic hours by 9 hours per week (from 40 hours per week to 49 hours per week) Expand our primary care clinic staff by hiring 1 additional mid-level provider Increase primary care clinic volume of visits Develop a tracking system for measuring time to next available offered appointment Patient satisfaction scores (Press Ganey)

Construction Begins! January 16, 2015

Expanded Clinic Our new clinic opened October 19, 2016.

Challenges Educating the community on what is an appropriate ED visit Increasing clinic encounters to meet reporting goals Consistency with implementation of new policy and procedure

Successes Expanded TRHC by 8 exam rooms (from 12 exam rooms to 20 exam rooms) Expanded TRHC hours by 9 hours per week (from 40 hours per week to 49 hours per week) Expanded TRHC staff by hiring 1 additional mid-level provider initially. In September 2016, added an additional full-time MD. (from 5 to 7 providers) Patient Satisfaction scores increased in September 2016 to 90.4%, which was approximately a 3% increase from March 2015.

Implementing a Medical Advice Line - Overview Goals of Program Provide a FREE 24/7 Medical Advice Line Contract with TeamHealth Decrease the utilization of the Emergency Department (ED) for non-urgent care Provide our patients with the right care in the right setting while controlling costs Shared vision Increase access to health care in the primary care setting for our county residents and decrease the utilization of the Emergency Department (ED) for non-urgent care. (Category 3 – IT-9.10a ED Throughput Measure Bundle)

Project Overview Metrics Submission of complete protocols Inform and educate patients on the medical advice line Utilization of medial advice line Newsletter Distribution

Challenges Educating the community on what is an appropriate ED visit Increasing medical advice line calls to meet reporting goals Consistency with implementation of new policy and procedure

Successes Engaging the community Increasing medical advice line calls to meet reporting goals

Category 3 – IT-9.10a ED Throughput Measure Bundle Metrics Median Time from ED Arrival to ED Departure for Discharged ED Patients Median time from admit decision time to time of departure from the ED for ED patients admitted to inpatient status Median time from ED arrival to time of departure from the emergency room for patients admitted to the facility from the ED Shared vision Increase access to health care in the primary care setting for our county residents and decrease the utilization of the Emergency Department (ED) for non-urgent care. (Category 3 – IT-9.10a ED Throughput Measure Bundle)

Summary Summarize key successes/challenges Reiterate key goals Thanks