“A health care setting that facilitates partnerships between individual patients, and their physicians, and when appropriate, the patient’s family. 1 ” “ This model of practice redesign emphasizes the core attributes of primary care such as access, longitudinal relationships, comprehensiveness, and coordination. 2 ”
PCMH 1 , Element A: Access During Office Hours PCMH 2 , Element D: Use Data for Population Management PCMH 3 , Element C: Care Management PCMH 4 , Element A: Support Self-Care Process PCMH 5 , Element B: Track Referrals and Follow-Up PCMH 6 , Element C: Implement Continuous Quality Improvement
PCMH 1 , Element A: Access During Office Hours PCMH 2 , Element D: Use Data for Population Management PCMH 3 , Element C: Care Management PCMH 4 , Element A: Support Self-Care Process PCMH 5 , Element B: Track Referrals and Follow-Up PCMH 6 , Element C: Implement Continuous Quality Improvement
Please& circle& how& well& you& thing& we& are& doing& in& the& Never& Some& Usually& Always& following& areas:& & Times& & & 1& 2& 3& 4& ! Nurses!and!Medical!Assistants:! & & & & Friendly!and!helpful!to!you! 1& 2& 3& 4& !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ! Answers!your!questions! 1& 2& 3& 4& ! Medications:!(If!you!have!a!prescription!with!SJWCFC)! & & & & We!would!like!to!know!how!you!feel!about!the!services!we!provide!so!we!can!make!sure!we!are!meeting!your! needs.!!Your!responses!are!directly!responsible!for!improving!these!services.!!All!responses!will!be!kept!confidential! Provider!explains!why!you!are!being!prescribed!a! 1& 2& 3& 4& and!anonymous.! medication!before!it!is!given!to!you! ! Provider!discusses!your!medications!at!every! 1& 2& 3& 4& Thank!you!for!your!time.! appointment! ! Provider!listens!to!any!concerns!you!have!about!taking!a! 1& 2& 3& 4& ! prescribed!medication! Please& circle& how& well& you& think& we& are& doing& in& the& Never& Some& Usually& Always& Payment:! & & & & following& areas:& & Times& & & Explains!what!you!pay! 1& 2& 3& 4& 1& 2 ! 3& 4& ! Facility:! & & & & Ease!of!getting!care:! & & & & Neat!and!clean!building! 1& 2& 3& 4& Feel!comfortable!and!safe!while!waiting! 1& 2& 3& 4& Easy!to!get!an!appointment! 1& 2& 3& 4& Confidentiality:! & & & & Can!get!same!day!appointments! 1& 2& 3& 4& Keeps!my!personal!information!private! 1& 2& 3& 4& Calls!are!returned!within!24!hours! 1& 2& 3& 4& ! & & & & Clinic!locations!are!easy!to!get!to! 1& 2& 3& 4& Overall!rating!of!St.!John ’ s!Well!Child!and!Family!Center! Poor& Ok& Good& Great& How!many!times!have!you!been!to!the!clinic?! 1 st & time& 2& to& 5& 6& times& or& & Waiting/Test!Results:! & & & & times& more& Wait!less!than!15!minutes!in!waiting!room! 1& 2& 3& 4& Did!you!have!an!appointment!today?! YES& NO& & & Wait!less!than!15!minutes!in!exam!room! 1& 2& 3& 4& Do!you!consider!this!center!your!regular!source!of!care?! & & Does!someone!follow> up!with!test!results! 1& 2& 3& 4& YES& NO& Staff:! & & & & ! Provider:! (Physician,!Dentist,!Physician!Assistant,!Nurse! & & & & ! ! Practitioner) ! ! Can!choose!the!provider!you!see! 1& 2& 3& 4& ! Provider!listens!to!your!concerns! 1& 2& 3& 4& ! Provider!takes!enough!time!with!you! 1& 2& 3& 4& ! ! Provider!gives!you!good!advice!and!treatment! 1& 2& 3& 4& Your& Age:& _________& & & & & Your& Race/Ethnicity :& & ____!Asian! Provider!tells!you!ways!to!stay!healthy!and!improve! 1& 2& 3& 4& ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Pacific!Islander! your!own!health! & & & & & & & & & & & & & & & & & & & & & ____!Black/African!American & & Provider!provides!referrals!for!specialists!(surgeons,! 1& 2& 3& 4& & & & & & & & & & & & & & & & & & & & & & & & ____!American!Indian/Alaska!Native! heart!doctors,!skin!doctors,!etc.)! Your& Sex: ! ! ! ! ! ! !!!!!!!!!!!! ! ____!White!(Not!Hispanic!or!Latino)! ! & Male& _______ ! Provider!provides!referrals!for!support!services!! 1& 2& 3& 4& ! ! ! !!!!!!!!!!! ! ____!Hispanic!or!Latino!(All!Races)! & Female& ______ ! ! ! !!!!!!!!!!!! ! ____!Multiracial! Provider!asks!if!you!got!services!at!next!appointment! 1& 2& 3& 4& ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Other! ! ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Unknown! > > !Continued!on!other!side!> > ! ! > > !Thank!you!for!completing!our!Survey!> > !
Racial Demographics Black/AA Hispanic/Latino White (Non- Hispanic) Unknown Multiracial There was a median age of 45 year old with 81.7% of the respondents being women.
Appointment Scheduling 50 45 40 35 30 25 20 15 10 5 0 Never Sometines Usually Always
Test Result Follow-up 60 50 40 30 20 10 0 Never Sometines Usually Always
Choosing Provider 45 40 35 30 25 20 15 10 5 0 Never Sometines Usually Always
Healthy Living Tips 90 80 70 60 50 40 30 20 10 0 Never Sometimes Usually Always
Support Referrals 60 50 40 30 20 10 0 Never Sometimes Usually Always
Medication Follow-up 80 70 60 50 40 30 20 10 0 Never Sometimes Usually Always
Payment 60 50 40 30 20 10 0
Building Comfort and Safety 90 80 70 60 50 40 30 20 10 0 Never Sometimes Usually Always
St. John's is Regular Source of Care 120 100 80 60 40 20 0 Yes No
Overall Rating 35 30 25 20 15 10 5 0 # Great # Good # Ok # Poor
Using this survey allowed me to focus on areas that SJWCFC may be able to target for improvement. I looked at areas where patients selected “ Always ” less than 50% as target areas. Ease of getting appointment, test result follow-up, ability to choose provider, and explanation of payments Aside from the ability to get appointment, many of the areas may be improved possibly with better handouts and explanations of what is available.
SJWCFC did particularly well in areas such as health education, support referrals, and medication follow-up. 83% of patients felt SJWCFC was either Good(43%) or Great(40%). However, there was only a 60% response rate. Possibly changing the wording or placing number under the choices may improve response rate. “How do you rate the care you receive at SJWCFC?” Looking at demographics of the 116 patients surveyed I found there was a good representation of the patient population on the board. However, with 22% of survey being Black/AA the organization may benefit from including a Black/AA patient representative on the board.
1. National Committee for Qualtity Improvement. Patient-Centered Medical Home page. Available at: http://www.ncqa.org/tabid/631/Default. aspx. Accessed July 16, 2012. 2. Reid RJ, Fishman PA, Yu O, Ross TR, Tufano JT, Soman MP, Larson EB. Patient- centered medical home demonstration: a prospective, quasi-experimental, before and after evaluation. Am J Manag Care. 2009 Sep 1;15(9):e71-87.
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