1. Patient Engagement State of Reform, Spokane 2015

2. CAPG: Who We Are Nonprofit Trade Association CAPG is the “Voice of Organized Medicine” Committed to the delivery of coordinated, quality, affordable, and accessible healthcare Advocacy, Training & Education, Workgroups & Committees 2

3. CAPG Members 39 States, DC, Puerto Rico and growing

4. Positive Outcomes of Patient Engagement Improved Retention Impact on Patient Choices for Self-care Improves Cost Improved Quality of Life Triple Aim 4

5. Examples Electronic Communications: text, patient portals, emails –HIPPA concerns –Integrated into EMR/Other records High Touch: one hour wellness exam, proactive outreach for prevention, care management Group programs: fitness, clubs, social programs Traditional - Introductory letters for ACO or Managed Medicaid: new relationship for patient and physician 5

6. CAPG SOE program – Domain 4 Patient Centered Care Direct Patient Electronic Communication: Do patients have access to HIPAA compliant, secure, electronic pathway to practitioner offices? Timely Access: Does your physician organization survey or monitor appointment availability for your practitioners on at least an annual basis? –"Secret shopper" calls –Periodic physician organization inquiry, annual or more frequently –Office manager attestation –Post ‐ visit patient satisfaction survey, etc. –Reporting channels for this information within the physician organization After ‐ Hours Convenience Services And Urgent Care Connectivity Culture & Language Home Supports Shared Decision Making 6

7. Questions? Lura Hawkins, MBA Director of Member Services lhawkins@capg.org (213) 239-5046 7