Bridge 2 Excellence Update: DOM Faculty Meeting October 19, 2011 Raj Krishnamurthy

GOALS Best Clinical Academic Primary Care Practice for Patients, Faculty and Staff in Boston NCQA Medical Home Certification

B2E Project Status Improve Support Center Operations  Answering calls efficiently  Changed Scheduling to days—more patient centered Working on  Pcp continuity  Resolving patient needs  Triage Nurse utilization

B2E Project Status Improve Flow in the Practice, Decrease Provider Work  Late Patient Policy—in pilot 5B  Forms and Faxes—in pilot 5C  Patient Special Needs Identification—rolling out  Check Out Process—working out IT issues  No Show Policy

B2E Project Status Improving Clinical Quality  Panel Attribution  Quality Scorecard  ER Utilization Pilot  Case Management  EReferral

Access-Phones 30,842 calls were received in September, with a 2.5% call abandonment rate

Access—New Patients New Patient Access is at 68% 1764 NEW patients were seen in September approx 19% of all visits --Metric: new patients appointments within 15 days of call

No Show Rates Overall No Show Rate is 21.4% There remains an improvement in show rates for all visit types.

Visit Volume Overall Visit Volume is Flat c/w last year

Access—Goal 10pts/session July for Faculty8.8 patients per session August for Faculty8.94 patients per session September 8.97 patients per session