2 Shaftel Benson Community Outreach Officer Sandra Heath Outreach Worker II Sumika Mackroy Outreach Worker I Chamberlain Parker Consumer Assister
3 ObjectivesWho is Quality of Life Health Services, Inc.?What is a Patient Center Medical Home (PCMH)?What are the Benefits of a PCMH?How do you Message to Patients?What are the Patient-Centered Services at QOLHS?
4 Quality of Life Health Services, Inc. Wayne C. Rowe, CEO Founded in 1977 as a Federally Qualified Health Center (FQHC)In 1998, received the Joint Commission on Accreditation of Health Care Organizations (JCAHO)In 2013, accredited as a Patient Center Medical Home (PCMH)21 Health Centers; 18 service areasPeople Caring About People
5 Quality of Life Health Services, Inc. Mission Statement Quality of Life Health Services, Inc. Board of Directors believes that health care is concerned with the prevention of illness and the preservation and restoration of health. Health care is "essential" and the right of every individual. Health care requires collaboration with a variety of professionals whose common interest is to strengthen the integrity of the human-environment relationship and therefore attempt to achieve optimum level of functioning and state of well-being.
6 Quality of Life Health Services, Inc. Our Vision … to continuously strive to efficiently provide health care, service and education, which consistently meet or exceed the expectations of patients, physicians, employees and the community.
7 What is a Patient-Centered Medical Home (PCMH)? A system of care in which a team of health professionals work together to improve the quality, effectiveness and efficiency of the care they deliver while responding to each patient’s unique needs.Patient-CenteredComprehensiveCoordinatedAccessibleCommitted to Quality and Safety
8 “Joint Principles” of the Patient-Centered Medical Home A personal physician who coordinates all care for patients and leads the team.Physician-directed medical practice – a coordinated team of professionals who work together to care for patients.Whole person orientation – this approach is key to providing comprehensive care.Coordinated care that incorporates all components of the complex health care systemQuality and safety – medical practices voluntarily engage in quality improvement activities to ensure patient safety is always being met.Enhance access to care – such as through open-access scheduling and communication mechanisms.Payment – a system of reimbursement reflective of the true value of coordinated care and innovation.
9 Patient Expectations Engaged, Happier, Healthy & Satisfied 75% want the ability to interact with their physician online (appointments, prescriptions, test results)77% want to ask questions without a visit75% want access as part of their overall care62% of patients say access to these services would influence their choice of physicians-Source: Medfusion, an AAFP affinity partner
10 The Patient Centered Medical Home The Family Medicine Model Great BenefitsPractice OrganizationHealthInformationTechnologyQuality MeasuresPracticeExperienceFamily MedicinePatient-Centered | Physician-Directed
11 Culture of Improvement Performance Measurement Reliable SystemsStarts with a culture of improvementEnsure quality improvement initiatives are not punitive; should not discourage physicians from caring for patientsQuality measures should be based in strong clinical evidenceYou can’t improve what you don’t measureDevelop reliable systemsto collect informationPatients Get What They NeedQuality MeasuresFamily Medicine
12 Patients are More Satisfied with Their Care Convenient AccessPersonalized CareCare CoordinationPatients want convenient access to information, communication, and carePatients want to access to care when they are illPatients are engaged in their own care and want to share in decision-makingPatients want increased ability to access informationPatients want coordinated carePatients want new approaches to care: group visits and on-line servicesPatients are More Satisfied with Their CareQuality MeasuresPracticeExperienceFamily Medicine
13 Practice Organization Financial ManagementPersonnel ManagementClinical SystemsAll staff are aware of themost effective ways todeliver careNational policies support theinvestment of resources intoprimary care practices thatare effective and efficientEvery team member understands the important role they play in delivering efficient care and is empowered to make suggestions for improvementLab testingPrescriptionsPatient RegistriesPractice OrganizationPractice Works EffectivelyQuality MeasuresPracticeExperiencePracticeExperienceFamily Medicine
14 Can quickly pull clinical Business & Clinical Process AutomationConnectivity & CommunicationEvidence-Based Medicine SupportClinical Data Analysis & RepresentationPatient remindersPatient notification for new informationReminders for recommended care or health maintenanceEnhances care coordination by improving information flow with other physicians, practices and providersImproves patient -physician communicationCan quickly pull clinicaldata for quality analysisCan enhance businessprocessesPoint-of-care learning(e.g., Up-to-Date)Clinical decision support (e.g., Epocrates)Practice OrganizationHealthInformationTechnologyInformation Managed EffectivelyQuality MeasuresPracticeExperienceFamily Medicine
15 Practice Organization Great BenefitsGreat for patientsPatients enjoy better health.Patients share in health care decisions.Great for physiciansPhysicians focus on delivering excellent medical care.Great for practicesTeam works effectively together.Resources support the delivery of excellent patient care.Great for payers and employersEnsures quality and efficiency.Avoids unnecessary costs.Great BenefitsPractice OrganizationHealthInformationTechnologyQuality MeasuresPracticeExperienceFamily Medicine
16 Communicating with Patients Health literacy is the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions.CommunicateEducateInvolveReferrals
17 QOLHS Patient Services Care Team HuddlesOpen SchedulingUltimate Performance Practice (UPP) programPatient Service CallsPatient PromptPatient PortalElectronic Health RecordsClosed Caption TV’sCorporate NewslettersTelemedicine
18 Resources with Quality Health Care & Patient Centered Care Services
19 “ I would rather know the person who has the disease than know the disease the person has.” - Hippocrates