A Patient-Centered Approach
with
P.R.I.D.E.
Shaftel Benson
Community Outreach Officer
Sandra Heath
Outreach Worker II
Sumika Mackroy
Outreach Worker I
Chamberlain Parker
Consumer Assister
Objectives
• Who 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?
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 areas
• People Caring About People
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.
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.
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-Centered
Comprehensive
Coordinated
Accessible
Committed to Quality and Safety
“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 system
• Quality 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.
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 visit
• 75% want email access as part of their overall
care
• 62% of patients say access to these services
would influence their choice of physicians
-Source: Medfusion, an AAFP affinity partner
The Patient Centered Medical Home
The Family Medicine Model
Great
Benefits
Practice
Organization
Health
Information
Technology
Quality
Measures
Practice
Experience
Family Medicine
Patient-Centered | Physician-Directed
Culture of
Improvement
• Starts with a culture of
improvement
• Ensure quality
improvement initiatives
are not punitive; should
not discourage
physicians from caring
for patients
Performance
Measurement
Reliable
Systems
• Quality measures should
be based in strong clinical
evidence
• You can’t improve what
you don’t measure
• Develop reliable systems
to collect information
Patients Get What They Need
Quality
Measures
Family Medicine
Convenient Access
Personalized Care
• Patients are engaged in
their own care and want
to share in decisionmaking
• Patients want
convenient access to
information,
communication, and
care
• Patients want to access
to care when they are ill
• Patients want increased
ability to access
information
Care Coordination
• Patients want
coordinated care
• Patients want new
approaches to care:
group visits and on-line
services
Patients are More Satisfied with
Their Care
Quality
Measures
Practice
Experience
Family Medicine
Financial Management
• All staff are aware of the
most effective ways to
deliver care
• National policies support the
investment of resources into
primary care practices that
are effective and efficient
Personnel Management
• Every team member
understands the important role
they play in delivering efficient
care and is empowered to
make suggestions for
improvement
Practice
Organization
Quality
Measures
Clinical Systems
• Lab testing
• Prescriptions
• Patient Registries
Practice Works Effectively
Practice
Practice
Experience
Experience
Family Medicine
Business & Clinical
Process Automation
• Patient reminders
• Patient notification
for new information
• Reminders for
recommended care
or health
maintenance
Connectivity &
Communication
Evidence-Based
Medicine Support
Clinical Data Analysis
& Representation
• Enhances care
coordination by
improving information
flow with other
physicians, practices
and providers
• Improves patient physician
communication
Practice
Organization
Health
Information
Technology
Quality
Measures
Practice
Experience
Family Medicine
• Point-of-care learning
(e.g., Up-to-Date)
• Clinical decision
support
(e.g., Epocrates)
• Can quickly pull clinical
data for quality analysis
• Can enhance business
processes
Information Managed Effectively
Great Benefits
Great
Benefits
Practice
Organization
Health
Information
Technology
Quality
Measures
Practice
Experience
Family Medicine
•
Great for patients
– Patients enjoy better health.
– Patients share in health care decisions.
•
Great for physicians
– Physicians focus on delivering excellent
medical care.
•
Great for practices
– Team works effectively together.
– Resources support the delivery of
excellent patient care.
•
Great for payers and employers
– Ensures quality and
efficiency.
– Avoids unnecessary costs.
Communicating with Patients
Health literacy is the capacity to obtain, process, and
understand basic health information and services
needed to make appropriate health decisions.
•
•
•
•
Communicate
Educate
Involve
Referrals
QOLHS Patient Services
•
•
•
•
•
•
•
•
•
•
Care Team Huddles
Open Scheduling
Ultimate Performance Practice (UPP) program
Patient Service Calls
Patient Prompt
Patient Portal
Electronic Health Records
Closed Caption TV’s
Corporate Newsletters
Telemedicine
Resources with Quality Health Care &
Patient Centered Care Services
www.qolhs.com
www.alphca.com
www.jointcommission.org
www.pcpcc.org
“ I would rather know the person
who has the disease than know
the disease the person has.”
- Hippocrates