1. A Patient-Centered Approach with P.R.I.D.E.

2. Shaftel Benson Community Outreach Officer Sandra Heath Outreach Worker II Sumika Mackroy Outreach Worker I Chamberlain Parker Consumer Assister

3. Objectives
Who is Quality of Life Health Services, Inc.?
What is a Patient Center Medical Home (PCMH)?
What are the Benefits of a PCMH?
How do you Message to Patients?
What are the Patient-Centered Services at QOLHS?

4. Quality of Life Health Services, Inc. Wayne C. Rowe, CEO
Founded in 1977 as a Federally Qualified Health Center (FQHC)
In 1998, received the Joint Commission on Accreditation of Health Care Organizations (JCAHO)
In 2013, accredited as a Patient Center Medical Home (PCMH)
21 Health Centers; 18 service areas
People Caring About People

5. Quality of Life Health Services, Inc. Mission Statement
Quality of Life Health Services, Inc. Board of Directors believes that health care is concerned with the prevention of illness and the preservation and restoration of health. Health care is "essential" and the right of every individual.  Health care requires collaboration with a variety of professionals whose common interest is to strengthen the integrity of the human-environment relationship and therefore attempt to achieve optimum level of functioning and state of well-being. 

6. Quality of Life Health Services, Inc. Our Vision
… to continuously strive to efficiently provide health care, service and education, which consistently meet or exceed the expectations of patients, physicians, employees and the community.

7. What is a Patient-Centered Medical Home (PCMH)?
A system of care in which a team of health professionals work together to improve the quality, effectiveness and efficiency of the care they deliver while responding to each patient’s unique needs.
Patient-Centered
Comprehensive
Coordinated
Accessible
Committed to Quality and Safety

8. “Joint Principles” of the Patient-Centered Medical Home
A personal physician who coordinates all care for patients and leads the team.
Physician-directed medical practice – a coordinated team of professionals who work together to care for patients.
Whole person orientation – this approach is key to providing comprehensive care.
Coordinated care that incorporates all components of the complex health care system
Quality and safety – medical practices voluntarily engage in quality improvement activities to ensure patient safety is always being met.
Enhance access to care – such as through open-access scheduling and communication mechanisms.
Payment – a system of reimbursement reflective of the true value of coordinated care and innovation.

9. Patient Expectations Engaged, Happier, Healthy & Satisfied
75% want the ability to interact with their physician online (appointments, prescriptions, test results)
77% want to ask questions without a visit
75% want access as part of their overall care
62% of patients say access to these services would influence their choice of physicians
-Source: Medfusion, an AAFP affinity partner

10. The Patient Centered Medical Home The Family Medicine Model
Great Benefits
Practice Organization
Health
Information
Technology
Quality Measures
Practice
Experience
Family Medicine
Patient-Centered | Physician-Directed

11. Culture of Improvement Performance Measurement
Reliable Systems
Starts with a culture of improvement
Ensure quality improvement initiatives are not punitive; should not discourage physicians from caring for patients
Quality measures should be based in strong clinical evidence
You can’t improve what you don’t measure
Develop reliable systems
to collect information
Patients Get What They Need
Quality Measures
Family Medicine

12. Patients are More Satisfied with Their Care
Convenient Access
Personalized Care
Care Coordination
Patients want convenient access to information, communication, and care
Patients want to access to care when they are ill
Patients are engaged in their own care and want to share in decision-making
Patients want increased ability to access information
Patients want coordinated care
Patients want new approaches to care: group visits and on-line services
Patients are More Satisfied with Their Care
Quality Measures
Practice
Experience
Family Medicine

13. Practice Organization
Financial Management
Personnel Management
Clinical Systems
All staff are aware of the
most effective ways to
deliver care
National policies support the
investment of resources into
primary care practices that
are effective and efficient
Every team member understands the important role they play in delivering efficient care and is empowered to make suggestions for improvement
Lab testing
Prescriptions
Patient Registries
Practice Organization
Practice Works Effectively
Quality Measures
Practice
Experience
Practice
Experience
Family Medicine

14. Can quickly pull clinical
Business & Clinical Process Automation
Connectivity & Communication
Evidence-Based Medicine Support
Clinical Data Analysis & Representation
Patient reminders
Patient notification for new information
Reminders for recommended care or health maintenance
Enhances care coordination by improving information flow with other physicians, practices and providers
Improves patient -physician communication
Can quickly pull clinical
data for quality analysis
Can enhance business
processes
Point-of-care learning
(e.g., Up-to-Date)
Clinical decision support (e.g., Epocrates)
Practice Organization
Health
Information
Technology
Information Managed Effectively
Quality Measures
Practice
Experience
Family Medicine

15. Practice Organization
Great Benefits
Great for patients
Patients enjoy better health.
Patients share in health care decisions.
Great for physicians
Physicians focus on delivering excellent medical care.
Great for practices
Team works effectively together.
Resources support the delivery of excellent patient care.
Great for payers and employers
Ensures quality and efficiency.
Avoids unnecessary costs.
Great Benefits
Practice Organization
Health
Information
Technology
Quality Measures
Practice
Experience
Family Medicine

16. Communicating with Patients
Health literacy is the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions.
Communicate
Educate
Involve
Referrals

17. QOLHS Patient Services
Care Team Huddles
Open Scheduling
Ultimate Performance Practice (UPP) program
Patient Service Calls
Patient Prompt
Patient Portal
Electronic Health Records
Closed Caption TV’s
Corporate Newsletters
Telemedicine

18. Resources with Quality Health Care & Patient Centered Care Services

19. “ I would rather know the person who has the disease than know the disease the person has.”
- Hippocrates