Patient Centered Medical Home The Patient at the Center Rose Ramirez, MD October 14, 2010

7 Principles of the PCMH Personal Physician Physician led teams Whole person orientation Care that is coordinated and/or integrated Quality and safety are hallmarks Enhanced access Appropriate payment

9 Consumer Principles of the PCMH A team guides care in a continuous, accessible, comprehensive and coordinated manner. The PCMH takes responsibility for coordinating its patients’ health care across care settings and services over time, in consultation and collaboration with the patient and patient’s family. The patient has ready access to care.

9 Consumer Principles of the PCMH The PCMH “knows” its patients and provides care that is whole person oriented and consistent with patients’ unique needs and preferences. Patients and clinicians are partners in making treatment decisions. Open communication between patient and the care team is encouraged and supported.

9 Consumer Principles of the PCMH Patients and their caregivers are supported in managing the patient’s health. The PCMH fosters an environment of trust and respect. The PCMH provides care that is safe, timely, effective, efficient, equitable, patient-centered and family focused.

Teams of Caregivers Physician led teams. Have all team members work at the level of their license and training. Delegate whenever possible. Make excellent communication among the team a top priority. Borrow great ideas from other practices. Limited resources? Get creative!!

Information Technology Enough said….

Service Orientation is Paramount Treat your patients like you would like your family and yourself to be treated. Have a clean, comfortable, well-lit office space. Have a real person answer the phone. Respect your patient’s time. Email and phone visits. Create an office culture that is nurturing and healing.

The Power of the Human Touch The more high-tech we get, the more we need the healing power of the human touch. -Frank Boehm, MD A physical touch can help with emotional and spiritual healing. Sit down at the patient level when you converse. Build trust by listening to the stories of your patients and sometimes, share one of your own.

Parting thoughts… Of all the forms of inequality, injustice in health care is the most shocking and inhumane. -Dr. Martin Luther King Jr. He who has health has hope, and he who has hope has everything. -Arabian Proverb Service that is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered in a spirit of joy. -Mohandas Gandhi