Practice Transformation Networks Vizient and Mid-South Practice Transformation Networks Partnering to Engage Patients and Families in Healthcare Transformation Vizient Presentation │ 2017 │ Confidential Information

PFE Tied to Payment Patient and Family Engagement (PFE) is a key element in the successful transition to the Quality Payment Program (QPP) Provider compensation tied to patient experience scores and ratings through: Merit-Based Incentive Payment Systems (MIPS) Alternative Payment Models (APMs) Patient and Family Engagement (PFE) is a key element in the successful transition to the Quality Payment Program (QPP), as provider compensation is now tied to patient experience scores and ratings through Merit-Based Incentive Payment Systems (MIPS) and Alternative Payment Models (APMs). Need graphic and more info here……………… Vizient Presentation │ 2017 │ Confidential Information

PFE Tied to Financial Margins Recent research by Accenture suggests that a superior patient experience is positively correlated with higher margins - as shown here. Even though this research is a based on hospitals, we believe it translates to ambulatory settings as well. Delivering a superior experience creates not only happy patients, but as we’ll talk about in a minute, it can produce higher quality care all while adding to the bottom line. Vizient Presentation │ 2017 │ Confidential Information

PFE Tied to Quality Payments and financial margins are important, but most clinicians didn’t get into medicine so they could review financial statements and understand EBITDA. They studied and trained and took an oath so they could help people – so that they could provide high quality care to patients in need. More and more studies are beginning to correlate patient experience of care with the quality of care delivered. The New England Journal of Medicine featured a study that demonstrated organizations with high levels of patient satisfaction scored higher in quality for all conditions examined. Vizient Presentation │ 2017 │ Confidential Information

PFE Tied to Brand Management Patient experience is one of the most important elements of patient acquisition and retention strategies. When it comes down to it, patients want a doctor who listens to them, who is caring and compassionate, and who explains things in a way that they can understand. Research has shown that patients trust the opinions of patients over marketing or other communication modalities. Engaging patients and families at the point of care, in your policy and procedure making and in the governance of your organization fuels word-of-mouth referrals and turns patients into advocates out in the community. Some patient advisors have referred to themselves as cheerleaders for the organization. In the era of Facebook, Yelp, Twitter, etc., everyone can use cheerleaders on their side. Additionally, it has been shown that improving patient experience is a win-win for patients and providers alike; efforts to improve patient experience positively impact both parties – much needed for the providers who are experiencing burn-out at record levels. Vizient Presentation │ 2017 │ Confidential Information

PFE a Key Driver of Transformation through Milestones 4 and 5 Driver 1.1 Patient and Family Engagement Practice Transformation Phase MILESTONE 1 2 3 4 Practice does not regularly utilize shared decision making or other tools to encourage patient and family involvement in goal setting or decision making. Practice is training its staff in shared decision making approaches and developing ways to consistently document patient involvement in goal setting, decision making, and self-management. Practice has developed approaches to encourage and document patient and family involvement in goal setting, decision making and self-management, but the process is not yet routine. Practice can demonstrate that patients and families are collaborating in goal setting, decision making and self-management (e.g. shared care plans, documentation of self- management goals, compacts, etc.). 5 Practice does not have a formal system for obtaining patient feedback. Practice has a limited system for obtaining patient and family feedback and does not have a system for acting on the information received. Practice has a formal system for obtaining patient and family feedback but does not consistently incorporate the information received into the QI and overall management systems of the practice. Practice has a formal system for obtaining patient and family feedback and can document operational or strategic decisions made in response to this feedback. Patient and Family Engagement (PFE) is a key element in the successful transition to the Quality Payment Program (QPP), as provider compensation is now tied to patient experience scores and ratings through Merit-Based Incentive Payment Systems (MIPS) and Alternative Payment Models (APMs). Studies have shown the relationship between satisfied patients and provider profit margins are positively correlated1. Additionally, studies are beginning to correlate patient satisfaction and quality. The New England Journal of Medicine featured a study that demonstrated organizations with high levels of patient satisfaction scored higher in quality for all conditions examined2. Vizient Presentation │ 2017 │ Confidential Information

Driver 1.4 Practice as Community Partner Practice Transformation Phase PFE also basis for Developing Community Resource Relationships in Milestone 11 Driver 1.4 Practice as Community Partner Practice Transformation Phase MILESTONE 1 2 3 11 (PC) and 8 (SC) Practice does not regularly refer patients to available community resources. Practice is compiling an inventory of resources and establishing communication with them to link patients with appropriate community resources. Practice is referring patients to appropriate community resources but does not have a consistent approach for following up on referrals made. Practice has completed its resources inventory and consistently links patients with appropriate community resources and follows up on referrals made. Vizient Presentation │ Date │ Confidential Information

Vizient and Mid-South PTN Partnership Partnering to improve patient experience at the point of care and engagement of patients and families in policy and procedure making and in practice governance Collaborating with experts from the TCPi Support and Alignment Network (SANs): To that end, the Vizient and Mid-South PTNs are partnering to help you improve patient experience and the engagement of patients and families in your organization. We are collaborating with experts from the AMA and the PCPCC who serve as SANs for TCPi Vizient Presentation │ 2017 │ Confidential Information

Benefits for Providers Receive technical assistance in the form of coaching and guidance from subject matter experts, as well as patient advisors Network with peers who are implementing similar programs in their practices Access to vetted tools and resources As a result of this partnership, you will receive coaching and guidance from SMEs and patient advisors You will have the opportunity to network with peers who are implementing projects similar to you And you will be provided access to tools and resource known to help providers implement successful PFE practices All these elements together will help you improve PFE within your practice which, in turn, will improve patient experience and increase your opportunity for success under the QPP. Vizient Presentation │ 2017 │ Confidential Information

Program Framework Center around six measures in three domains fundamental to PFE best practices Developed by over 25 individuals Health care professionals PFE advocates Patients and families Approved by CMS Added to the Practice Assessment Tool (PAT) for both primary and specialty care providers as early as June 2017 Vizient Presentation │ 2017 │ Confidential Information

TPCi PFE Measures Point of Care Does the practice use an e-tool (patient portal or other e-connectivity technology) that is accessible to both patients and clinicians and that shares information such as test results, medication list, vitals, and other information and patient record data? Does the practice support shared decision-making by training and ensuring that clinical teams integrate patient-identified goals, preferences, concerns and desired outcomes into the treatment plan (e.g. those based on the individual’s culture, language, spiritual, social determinants, etc.)? Does the practice utilize a tool to assess and measure patient activation? Vizient Presentation │ 2017 │ Confidential Information

TPCi PFE Measures Policy and Procedure Is a health literacy patient survey being used by the practice (e.g., CAHPS Health Literacy Item Set)? Does the clinical team work with the patient and family to support their patient/caregiver management of medications? Vizient Presentation │ 2017 │ Confidential Information

TPCi PFE Measures Governance Are there policies, procedures, and actions taken to support patient and family participation in governance or operational decision- making of the practice (Patient and Family Advisory Councils (PFAC), Practice Improvement Teams, Board Representatives, etc.)? Vizient Presentation │ 2017 │ Confidential Information

Learning and Action Networks Three learning and action networks which PTN members can participate Practices will develop a project relevant to one of the six PFE measures Receive coaching and guidance from subject matter experts and patient advisors during “Office Hours” events beginning in April Comprehensive tools and resources to support learning and implementation efforts will also be provided Vizient Presentation │ 2017 │ Confidential Information

Timeline March Participate in an introductory webinar Sign up for one or more of the three learning and action networks via survey link April Sign up deadline TBD Kick-off calls for each network Practices will develop a project relevant to one of the six PFE measures May – December Participate in monthly Office Hours coaching calls Track progress toward project goals Share successes and lessons learned Vizient Presentation │ Date │ Confidential Information

Contact us to join the program by TBD! Vizient PTN Contact: Mid-South PTN Contact: Kellie Goodson Clare Sullivan (972) 830-0609 (615) 322-0593 kellie.goodson@vizientinc.com clare.sullivan@vanderbilt.edu Vizient Presentation │ 2017 │ Confidential Information