Lori Asmus, RN, Director of Operations, Primary Care, Pacific

The Pacific Medical Centers
Guide to Improving Patient
Engagement
March 2015
Find what you’re looking for.
Some Facts about PacMed
• 68 Primary Care
Providers
• 97 Specialists
• Designated Provider
for the US
Department of
Defense
9 Sites in
Greater Seattle Area
It’s all about the communication…
Communicate: Why We Survey
Even if this is an annual event…don’t assume everyone
knows why we survey!
REMIND staff & providers what we hope to accomplish
• Assess patient satisfaction with services
• Compare against national benchmarks
• Identify system problems
• Evaluate effectiveness of improvements
• Identify best practices
5
Communicate: Our Goals
• 83% of patients who visit our clinics will rate their overall
visit as excellent
• Places us within the top 25% (75th percentile) of group
practices
• All employees share in PacMed’s success
• This is an annual quality measure
6
Communicate: Results
2013 SATISFACTION SURVEY
100%
90%
% EXCELLENCE
80%
70%
60%
50%
Excellent
40%
30%
20%
10%
0%
BH
CP
FW
LYC
MAD
CLINIC
SAMPLE Communication
Target 83%
NG
PY
REN
TOT
Communicate: What Patients Want
• To live their best life
• To have a positive experience overall
• To have an open dialog and interactive relationship
• To be treated as an individual
• To feel attended to and comfortable
• To consider their bigger health picture
8
Communicate: Staff/Provider Role
• Treat as “customers” not “patients”
• Show respect for patients and their lives
• Help patients be active participants in their care
• Provide an ongoing dialogue to discuss their whole health
• Personalize care
Some Projects We’ve Initiated to
Improve Patient Engagement…
Quality Measures
• Tracking/reporting of LDL,
HgA1C, Blood Pressure,
Cervical & Breast Exams,
Colon Cancer Screening
• SUPER high level of
commitment for all staff and
providers
• VERY Personalized outreach
• Patients know it’s beneficial
• Share stories about lives being
improved as a result
Patient Centered
Medical Home Project
• Multi-disciplinary team
• Improved experience of health
care
• Increased health literacy
• Medication reconciliation
• Consistent referrals and followup care
2014 Practice Simplification Team
Reviewed current patient experience
• Team of staff and providers discussed
patient access & communication
challenges
• Solution: be ‘patient-centric’
First Order of Business: The (centralized)
Call Center
• Extended phone wait times
• Patient needs not being met in one call
• Developed ‘MA Call Coordinators’
• Reworked phone tree
• Began rerouting messaging to clinics
• Call Center now has time to make
appointments
A Year Later…
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Feedback on how the new process is
functioning
•
•
•
•
•
•
•
•
Patient direct access to home clinic
Patient happy to talk to a ‘real person’
Patient gets information in a single call
Staff feels more confident
Communication with between Call
Center and Primary Care Teams has
improved
Clinics setting up referrals for patient
requests (mammograms, bone density,
etc)
Support staff note reduced
interruptions throughout the day
Call Center Team has time to focus on
scheduling and registration
15
Other Key Patient Satisfiers…
Assure Patient Friendly Ancillary
Services
Provide Extra Touch: Clinic Tours
Hire & Retain Engaged Staff
Empower Staff
• Empower staff to make decisions on a local level
– Engages them in the process
– Contributes to employee satisfaction
– In turn contributes to patient satisfaction
Questions???