1. Welcome and please sign in! MOUNT AUBURN PRACTICE IMPROVEMENT PROGRAM (MA-PIP) Practice Managers Session June 11, 2015

2. Today  Appallingly quick review of May 8  This project  Patient Safety Principles  Alarmingly brief overview of first lecture of the on-line series:  Model for Improvement  Aim statements  Practice developing aim statements

3. Ground Rules  There are no dumb questions ( there might be some dumb answers, in spite of our best efforts)  Ask a question at any time – you are helping your colleagues – someone else was wondering too – sometimes I’m not clear  It’s alright/it’s important to admit any problem – that’s the point of the project – team will find a way to address

4. Introductions  How many are practice managers? Who else?  How many able to attend May 8? Not?  How many were able to watch the video lecture? Not?  How many had technical problems getting onto the website?

5. Mount Auburn Practice Improvement Program (MA-PIP): Why now?  Improving patient safety in office practice/ ambulatory care  Enabling your practice to improve your work while you do your work – “see problems and solve problems”  Build on proven model – PROMISES program  Hardwire and integrate with current ambulatory patient safety program

6. What would you like to get from the Mount Auburn Practice Improvement Program?

7. 7 Patient safety priorities in ambulatory care Reliable processes - 3 key areas for ambulatory safety: -Test result management -Referral Management -Medication Management Plus Communication issues – With patient, among staff, across settings

8. Science of Patient Safety  Systems thinking  Most problems do not result from individual workers; but from the design of work processes/system  Safety culture  Leadership & values  Teamwork & communication  Trust, psychological safety

9. Take a moment to talk to one or two people next to you: - Is there a problem in your daily work that you would like to address? What keeps you awake at night?

10. Improving your Primary Care Practice: Part 1

11. Model for Improvement  Aim  Measures  Changes 11

12. What Are We Trying to Accomplish? (My Aim) My aim: By Thanksgiving of this year, I want to decrease the time spent working past 5:30 PM ET from 180 to 60 minutes per day. I want to increase my focus on: (1) improving systems for triaging emails, (2) improving systems for scheduling calls and meetings. 12 “Some is not a number.” “Soon is not a time.” “Hope is not a plan.” Quotes from Don Berwick speech, 2004

13. What Are We Trying to Accomplish? Aim By March 2012 ( in two months), our practice will: ¡ Improve the Rx refill process ¡ Reduce phone calls from patients or pharmacies to verify or check on prescription refills ¡ Reduce the duplicate prescription requests ¡ Reduce these events by 50% in this time frame Does this answer….  What to improve?  For whom?  By when?  By how much? Numerator and denominator 13

14. - Pick a topic, and try to come up with an Aim statement  What to improve?  For whom?  By when?  By how much? Numerator and denominator Talk to someone next to you

15. All together Who is willing to share your aim statement?  What to improve?  For whom?  By when?  By how much? Numerator and denomimator

16. Next steps  Draw a process flow chart  Identify your improvement team  Think of changes to test  Next time

17. Questions? Comments ?

18. MA-PIP Training Opportunities 14 Learning Modules Webinars to reinforce learning Community Learning Sessions Coaching for Practice Improvement Teams All MAPS & MACIPA practices XXX Selected Practices X XXX 18

19. Schedule for training  Full schedule in handouts  Next scheduled activities: 1.Online training begins after this session 2.Follow- up meetings/webinars:  Next - July 9, 2015 3.Next Community Learning Sessions  September 25, October 30 & November 30, 2015

20. Ambulatory Safety Course  Offered as 14 Online Learning Modules on the Mass. Medical Society Continuing Education website (tutorial in handouts)  Each module includes a 15-20 minute video and a quiz  Risk Management CMEs offered for completion of modules and quizzes (MDs, PAs, NPs) – also eligible for CEUs for nurses

21. Self Assessment Forms  Printed on green sheets – 3 pages  For Practice Managers - it’s not a test!  Please complete today and return to registration table

22. Session Evaluation Forms  Printed on yellow paper  We look forward to your feedback - will help us design future sessions  Please return to registration table!

23. Thank you!