1. Personalized Care Clinic Tim Johnson, MD and Dave Henriksen, MHA October 2014

2. Objectives As a result of the presentation, participants will: Understand the new model of care being implemented at Intermountain Healthcare to manage our most complex patients Be able to describe our intensive ambulatory model of care for complex patients

3. Intermountain Healthcare 1975 SelectHealth 1983 Medical Group 1994 Intermountain Healthcare An Integrated Health System

4. Vision To be a model health system by providing extraordinary care and superior service at an affordable cost Mission Helping people live the healthiest lives possible Intermountain’s Mission and Vision

5. Intermountain Medical Group 1,106 physicians 344 primary care 506 secondary care 95 hospitalists 28 radiologists 133 urgent care 275 advanced practice clinicians 5,527 employees

6. Intermountain Medical Group Clinics and Services 165 primary or specialty care clinics 27 InstaCare clinics 8 KidsCare locations 9 WorkMed locations 8 on-site employer clinics 5 community and school based clinics Hospital-based clinical services (NBICU, general, cardiac and neuro hospitalists, intensivists)

7. Dual Model for the Medical Home Distributed ModelIntensive Model

9. Personalized Care Clinic: Our patients Patients in the top 5-10% of costs for 2 of the last 3 years Patients ranked based on an algorithm Have multiple complex chronic health, social and psychological conditions Intermountain has full risk for the total cost of care

10. Intensive Model: Personalized Care Clinic An outpatient clinic that provides intensive medical, behavioral, and social management for Intermountain’s high-risk patients Opened February 3 rd, 2014 on the Intermountain Medical Center campus

11. Personalized Care Clinic: The Team 2 Internal Medicine Physicians Palliative Care Physician (0.2) 1 PA RN Care Manager Psychiatry APRN (0.5) 2 LCSW Pharmacist CDE (0.1) 4 Medical Assistants PSR Clinic Manager

12. Process of care Functions like a primary care office with more resources to coordinate care, treat mental health conditions, address financial challenges, and manage complex medical issues Ensure patients receive care in an appropriate setting; focusing on acute care utilization Coordinate and collaborate with all of the patient’s specialists Committed to eliminating all avoidable health care emergencies

13. Interaction with Primary Care Clinics Temporary transition of primary care Coordinate patient’s treatment plan with the primary care teams Warm hand-offs for all transitions Length of time in the intensive practice will vary for each patient

14. Establishing the Patient Population Phase 1: Invite top-utilizing patients in the Medical Group Send patient lists to Medical Group PCP’s Care managers talk with potential patients Phase 2: Invite other top-utilizing patients SelectHealth reaches out to affiliated practices SelectHealth care managers reach out to patients with no PCP Phase 3: Open to referrals from providers Referral guidelines developed and shared

15. Who are the patients?

16. Top 5 Diagnoses Personalized Care Clinic 1. Other Malaise/Fatigue 2. Depressive Disorder 3. DM Uncomp Type II Uncontrolled 4. Anxiety NOS 5. Backache NOS Typical Primary Care 1. Routine Medical Exam 2. Benign Hypertension 3. DM Uncomp Type II controlled 4. Hyper-cholesterol 5. Depression

18. Current State of the Personalized Care Clinic 1,239 visits in 7 months Includes care manager, physician, LCSW, PA, and psych APRN visits Roughly 75 unique patients Enrolling more patients with the addition of our second internist Patients are much sicker than we anticipated

19. Personalized Care Clinic: Challenges Patients changing insurance The speed of bringing a patient into the clinic and transitioning them back after stabilization High number of chronic pain patients Bringing in the right patient that the team can help All initial employees, except the manager, were new to Help2 and Centricity

20. Personalized Care Clinic: Successes Preliminary feedback from an initial survey of 50 patients 50% of patients feel they have better health 80% of patients have more confidence that their healthcare is moving in the right direction 70% of patients feel they are more engaged in their healthcare Creating reciprocity from the patient (increased confidence in themselves causing them to do more for their own care and health) Getting patients on right meds/dosage and figuring out medical issues Receiving good feedback from secondary providers about the patients in the clinic Example: “she is seeing a provider at the personalized care clinic and this seems to be doing wonders for the patient” - Cardiologist

21. Personalized Care Clinic: Metrics Improve quality of care DM Bundle, cancer screening, MHI Improve quality of life surveys, patient stories Decrease cost and utilization inpatient stays, ED visits, overall cost of care

22. Patient Story 1 43 year old female Hx of severe depression, anxiety, post-traumatic stress disorder, severe sleep apnea, chronic back pain, chronic ankle pain, GERD, migraines, hypothyroidism, shoulder injury, vitamin B12 deficiency, Vitamin D deficiency, insomnia, hyperlipidemia, and pre-diabetes Patient had a work related injury to her back and ankle and had been on long-term disability through her employer, Intermountain Healthcare Uninsured – had applied for Social Security disability, but was denied, and COBRA was expired

23. Patient Story 1 January 2014 Prescreen Data #1,456 out of #2150+ (top 10% utilizers) 36 month cost: $51,966 12 month cost: $9,257.26 No ED visits or hospitalizations First appointment at the PCC was March 3, 2014 Patient was severely depressed and had thoughts of hurting herself and young child. The child was in the custody of friends at this time She would not make eye contact and spoke in a soft tone which was extremely difficult to hear

24. Patient Story 1 Seen by internist, care manager, LCSW, psych APRN, and pharmacist Signed up for SelectHealth Community Care (Medicaid) Referred to PT, orthopedics, sleep medicine, and the Neurosciences Clinic for chronic pain Unable to afford her medications The total cost of her medications for a one month supply was $36 Care manager met with the patient to discuss resources Pharmacist met with the patient to discuss pharmacy resources Clinic manager approved medications being charged to the clinic until she was able to put into place the resources the care manager had offered

25. Patient Story 1 No longer in need of the medication co-pay assistance Her interactions with the clinic are positive, makes eye contact, laughs, and talkative The patient’s child is back living at home and they have a great relationship This patient feels like a new person because of the whole team pulling together As of June 4, 2014 her 12 month cost is $4,791

26. Patient Story 2 Restricted Access Medicaid Patient January 2014 Data: Ranked #225 out of #2150+ (top 10% utilizers) 75 ED visits in 2013 3 Intermountain Hospitalizations $90,764 – 36 month cost – in the Intermountain System $45,839 – 12 month cost – in the Intermountain System

27. Patient Story 2 11 office visits with internist and LCSW Weekly standing appointments with the Personalized Care Clinic along with another specialty provider in the same office building Identification of several health issues that can help explain some of her health complaints Regular psychiatric treatment through psych APRN Consult from Palliative/Pain/PM&R Physician Modification of pain meds to better meet her pain needs Clinical Pharmacist monitoring medications, DOPL, and usage

28. Patient Story 2 Care manager requesting authorization from the State of Utah for a medication not covered by her Medicaid plan Coordinating with SelectHealth care manager due to her restricted status Coordinating care with specialty providers Helping with transportation Arrangement of transportation via cab vouchers Currently teaching her how to use the public transportation and para-transit system

29. Patient Story 2 Since being seen in the clinic on March 5, 2014 3 Intermountain Healthcare Facility ED visits 2 Non-Intermountain Healthcare Facility ED visits 0 Hospitalizations Patient is calling the Personalized Care Clinic prior to going to the ED Subjective comments from members of the team She is calling the clinic with questions and concerns She follows up on her appointments She looks better in her appearance She is a new woman... what a difference!

30. Your comments and questions…