1. Practice Support Service Agreement Valerie Jackson, Practice Improvement Advisor MMC Physician-Hospital Organization Portland, Maine

2. About Us The MMC Physician-Hospital Organization is a not- for-profit that serves as a bridge between the Community Physicians of Maine and Maine Medical Center with the shared goal of delivering high quality, cost effective healthcare to our communities. Over 1000 physicians in 338 Practices (125 Primary/213 Specialty) Services include:  Practice Support  Redesign Services  Primary and Specialty Care Coordination  Behavioral HealthCare Program  Contracting and Payer Relations www.mmcpho.org

3. Redesign Services Practice Coaching PCMH Coaching Targeted Interventions Educational Workshops Practice Improvement Advisors (2.0 FTE) Provider Relations Manager (.3 FTE) Resources

4. Need to Create a Service Agreement To define & clarify scope of service To establish mutual expectations To determine initial length of engagement To provide a mechanism for service review And perhaps most importantly…. To set the overall tone of the coach-leader-practice relationship

5. Sample Agreement

6. Use & Results Rolled out in early spring 2011 Currently using with 6 of the 16 practices we are actively coaching Coaches find it very helpful, particularly in the initial discussion Leaders like the clarity and the list of services “helps us to focus on what you can do vs. what you can’t do for us”

7. Next Steps Continue to solicit feedback from practices Revisit contract vs. agreement Consider adding to list of services Consider adding specific component to ensure leader/coach meetings

8. Contact Info: Valerie Jackson, Practice Improvement Advisor jacksv2@mmc.orgjacksv2@mmc.org 207-482-7077 Questions? Comments?