A health care setting that facilitates partnerships between - - PowerPoint PPT Presentation

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A health care setting that facilitates partnerships between individual patients, and their physicians, and when appropriate, the patients family. 1 This model of practice redesign emphasizes the core attributes of primary care

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“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”

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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

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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

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ! ! 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! and!anonymous.! ! Thank!you!for!your!time.! ! !

! > > !Continued!on!other!side!> >

! !

Please& circle& how& well& you& think& we& are& doing& in& the& following& areas:&

Never& & 1& Some& Times& 2! Usually& & 3& Always& & 4&

Ease!of!getting!care:!

& & & &

Easy!to!get!an!appointment!

1& 2& 3& 4&

Can!get!same!day!appointments!

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&

Waiting/Test!Results:!

& & & &

Wait!less!than!15!minutes!in!waiting!room!

1& 2& 3& 4&

Wait!less!than!15!minutes!in!exam!room!

1& 2& 3& 4&

Does!someone!follow> up!with!test!results!

1& 2& 3& 4&

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&

Provider!tells!you!ways!to!stay!healthy!and!improve! your!own!health!

1& 2& 3& 4&

Provider!provides!referrals!for!specialists!(surgeons,! heart!doctors,!skin!doctors,!etc.)!

1& 2& 3& 4&

Provider!provides!referrals!for!support!services!!

1& 2& 3& 4&

Provider!asks!if!you!got!services!at!next!appointment!

1& 2& 3& 4&

! ! ! ! ! ! ! ! Your& Age:& _________&

& & & &

Your& Race/Ethnicity:& & ____!Asian! ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Pacific!Islander! & & & & & & & & & & & & & & & & & & & & & ____!Black/African!American& & & & & & & & & & & & & & & & & & & & & & & & & ____!American!Indian/Alaska!Native! Your& Sex:! ! ! ! ! ! !!!!!!!!!!!! ! ____!White!(Not!Hispanic!or!Latino)! ! & Male& _______! ! ! ! !!!!!!!!!!! ! ____!Hispanic!or!Latino!(All!Races)! & Female& ______! ! ! !!!!!!!!!!!! ! ____!Multiracial! ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Other! ! ! ! ! ! ! !!!!!!!!!!!! ! ____!Unknown!

> > !Thank!you!for!completing!our!Survey!> > ! Please& circle& how& well& you& thing& we& are& doing& in& the& following& areas:& !

Never& & 1& Some& Times& 2& Usually& & 3& Always& & 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)!

& & & &

Provider!explains!why!you!are!being!prescribed!a! medication!before!it!is!given!to!you!

1& 2& 3& 4&

Provider!discusses!your!medications!at!every! appointment!

1& 2& 3& 4&

Provider!listens!to!any!concerns!you!have!about!taking!a! prescribed!medication!

1& 2& 3& 4&

Payment:!

& & & &

Explains!what!you!pay!

1& 2& 3& 4&

Facility:!

& & & &

Neat!and!clean!building!

1& 2& 3& 4&

Feel!comfortable!and!safe!while!waiting!

1& 2& 3& 4&

Confidentiality:!

& & & &

Keeps!my!personal!information!private!

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?!

1st& time& 2& to& 5& times& 6& times&

more& &

Did!you!have!an!appointment!today?!

YES& NO& & &

Do!you!consider!this!center!your!regular!source!of!care?!

& YES& & NO&

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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.

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5 10 15 20 25 30 35 40 45 50 Never Sometines Usually Always

Appointment Scheduling

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10 20 30 40 50 60 Never Sometines Usually Always

Test Result Follow-up

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5 10 15 20 25 30 35 40 45 Never Sometines Usually Always

Choosing Provider

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10 20 30 40 50 60 70 80 90 Never Sometimes Usually Always

Healthy Living Tips

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10 20 30 40 50 60 Never Sometimes Usually Always

Support Referrals

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10 20 30 40 50 60 70 80 Never Sometimes Usually Always

Medication Follow-up

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10 20 30 40 50 60

Payment

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10 20 30 40 50 60 70 80 90 Never Sometimes Usually Always

Building Comfort and Safety

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20 40 60 80 100 120 Yes No

St. John's is Regular Source of

Care

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5 10 15 20 25 30 35 # Great # Good # Ok # Poor

Overall Rating

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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.

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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

nly 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.

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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.