Lower Lights Christian Health Center Improving Care Coordination Using Enhanced Referral Tracking •Dana Vallangeon, MD CEO
•Deanna Gingrich, RN Director of Quality
•Sue Hayes, MA Back Office Supervisor
•Rachel Chon, RN Referral Coordinator/Clinical Care Coordinator Mission Statement: LLCHC ministers the love of Christ as a model full service medical home, focused on whole person wellness, available to all in Central Ohio who need it regardless of ability to pay.
Lower Lights Christian Health Center •FQHC (> 50% uninsured) •Quality Primary Care
•Behavioral Health •Enabling Services •Spiritual Care
Process of Identification of Issues Huddles No Shows Test Tracking Patient Advisory Council
Process of Work Group Formation Each department affected had to be represented
Providers MA’s Referral department Operations
Process Improvement With Test Tracking Flow of first process Objectives Identified Problems Identified New process developed Tested in 2 provider groups and optional to other 3 groups. As of 60 days ago mandatory process for all providers.
Test Tracking Flow Chart
Test Tracking Flow Chart continued
Test Tracking Flow Chart continued
Data % Tests ordered with appointment increased from 39% to 64% % of appointments with results returned increased from 26% to 91% % of patients notified of test results increased from 15% to 73%
Referral Office Benefit • Improved Data management (assurance that patients are getting what they need) • Increased efficiency (making more appointments in same amount of time) • Standardized process and communication
Patient Benefit Improved patient satisfaction score (increased timeliness of appointments) 2011 4.17
→
2012 4.53
on a 5 point scale
Increased compliance of patient’s with testing (able to follow-up if medically needed)
Provider Benefit ď ŹIncreased timeliness of results to provider and to patients ď ŹImproved Risk Management
Summary • Increased knowledge of process engineering/design • Increased knowledge of PDSA • Improved/transformed a few key PCMH areas • Great teamwork
• Ongoing metrics to track process changes