CHC-A Continuity Dashboard. All Sites Continuity - Asthma. 2nd Qtr-03. 2nd Qtr-04. 2nd Qtr-06. 4th Qtr-03. 4th Qtr-06. 3rd Qtr-04.
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1 PPC1: ACCESS AND COMMUNICATION Element B: Access and Communication Results Item 1: Visits with assigned PCP Continuity data is reviewed each month at our Office Redesign Committee (ORDC). The data is collected through a Crystal Report that pulls data from our Electronic Medical Record. The data is presented by the organization as a whole and by each of our four clinic sites. Each site is given colored copies of the continuity graphs for their data walls. Our average FTE is 0.51 in the clinic accounting for part time providers, time out of clinic covering the hospital services and paid time off. We strive to have the patient always see their PCP. We know that anything over 51% means we have effective systems to direct patients to their PCP. Our goal is to have the patient see their PCP 100% of the time. Below are results for our Asthma patients (used as a measure of getting patients with an acute problem to their PCP and or team), Diabetes (an example of getting patients into their PCP for chronic care) and the Well Child Checks (an example of well care). CHC-A Continuity Dashboard All Sites Continuity - Asthma 100% 90% 80% 70% 60% 50% PCP PCP & Team 40% 30% 20% 10% 0% 1st Qtr-00 2nd Qtr-00 3rd Qtr-00 4th Qtr-00 1st Qtr-01 2nd Qtr-01 3rd Qtr-01 4th Qtr-01 1st Qtr-02 2nd Qtr-02 3rd Qtr-02 4th Qtr-02 1st Qtr-03 2nd Qtr-03 3rd Qtr-03 4th Qtr-03 1st Qtr-04 2nd Qtr-04 3rd Qtr-04 2nd Qtr-06 3rd Qtr-06 4th Qtr-06 1st Qtr-07 2nd Qtr-07 3rd Qtr-07 4th Qtr-07 1st Qtr-08 2nd Qtr-08 3rd Qtr-08 4th Qtr-08 1st Qtr-09 2nd Qtr-09 3rd Qtr-09 PCMH Recognition Application Page 1 of 15
2 All Sites Continuity - Diabetes 100% 90% 80% 70% 60% 50% PCP PCP & Team 40% 30% 20% 10% 0% 1st Qtr-00 2nd Qtr-00 3rd Qtr-00 4th Qtr-00 1st Qtr-01 2nd Qtr-01 3rd Qtr-01 4th Qtr-01 1st Qtr-02 2nd Qtr-02 3rd Qtr-02 4th Qtr-02 1st Qtr-03 2nd Qtr-03 3rd Qtr-03 4th Qtr-03 1st Qtr-04 2nd Qtr-04 3rd Qtr-04 2nd Qtr-06 3rd Qtr-06 4th Qtr-06 1st Qtr-07 2nd Qtr-07 3rd Qtr-07 4th Qtr-07 1st Qtr-08 2nd Qtr-08 3rd Qtr-08 4th Qtr-08 1st Qtr-09 2nd Qtr-09 3rd Qtr-09 All Sites Continuity - WCC 100% 90% 80% 70% 60% 50% PCP PCP & Team 40% 30% 20% 10% 0% 1st Qtr-00 2nd Qtr-00 3rd Qtr-00 4th Qtr-00 1st Qtr-01 2nd Qtr-01 3rd Qtr-01 4th Qtr-01 1st Qtr-02 2nd Qtr-02 3rd Qtr-02 4th Qtr-02 1st Qtr-03 2nd Qtr-03 3rd Qtr-03 4th Qtr-03 1st Qtr-04 2nd Qtr-04 3rd Qtr-04 2nd Qtr-06 3rd Qtr-06 4th Qtr-06 1st Qtr-07 2nd Qtr-07 3rd Qtr-07 4th Qtr-07 1st Qtr-08 2nd Qtr-08 3rd Qtr-08 4th Qtr-08 1st Qtr-09 2nd Qtr-09 PCMH Recognition Application Page 2 of 15
3 Site A Continuity Dashboard PCMH Recognition Application Page 3 of 15
4 Site B Continuity Dashboard PCMH Recognition Application Page 4 of 15
5 Site C Continuity Dashboard PCMH Recognition Application Page 5 of 15
6 Site D Continuity Dashboard PCMH Recognition Application Page 6 of 15
7 Item 2: Appointments scheduled same day Time to third data is reviewed each month at our Office Redesign Committee (ORDC). The data is collected through a Crystal Report that pulls data from our Electronic Medical Record. The data is presented by the organization as a whole, by each of our four clinic sites, by pod (team), and by provider. Each site is given colored copies of the continuity graphs from the organization to the pod level for their data walls. 10 Time To Third Average By Clinic 8 6 Days 4 A B C D /200812/20081/2009 2/2009 3/2009 4/2009 5/2009 6/2009 7/2009 8/2009 9/ / /2009 PCMH Recognition Application Page 7 of 15
8 Item 3: Response times to meet standards for timely response to telephone requests Telephone/Call Center data is reviewed twice a year at our Total Quality Management Committee. Telephone/Call Center data has been a Quality Improvement Project (QIP) focus since we instituted a centralized call center in Surveying patients about their experience with the Telephone/Call Center is part of our quarterly patient satisfaction data collection. Call Center Statistics % 90% % % 60% % 40% % % 10% 0 0% Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Calls Presented Percent Answered Percent of calls answered in 90 seconds PCMH Recognition Application Page 8 of 15
9 Call Center: Average Wait Time 0:05:46 0:05:02 0:04:19 0:03:36 0:02:53 0:02:10 0:01:26 0:00:43 0:00:00 Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Time Dec-09 Average Wait Answered Average Wait Lost Patient Satisfaction - Telephone/Call Center A B C D Org Avg Q Q Q Q Q Q Q Q Q PCMH Recognition Application Page 9 of 15
10 We strive to return all calls within a 6 hour period, triage calls being directed immediately to the nurse on the pod with no waiting for the patients. Below is an example of an immediate triage to the nurse without the patient being tasked. The call is transferred directly to the nurse team manager (Xxxx) at that time. Below is an example of a call being forwarded to the nurse for triage into the schedule. PCMH Recognition Application Page 10 of 15
11 PCMH Recognition Application Page 11 of 15
12 Patient # Clinically Important Condition Nurse Return Call Time Call Back Within Session or 6 Hours Telephone Call Date Patient Call Time 1 Pregnancy 1/13/2010 9:59am 10:30am Yes 2 Pregnancy 12/1/ :49am 12/2/2009 No 3 Diabetes 11/9/2009 3:51pm 5:11pm Yes 4 Pregnancy 7/24/2009 9:08am 12:04pm Yes 5 Diabetes 9/4/ :22am 11:26am Yes 6 Diabetes 11/11/2009 3:21pm No 7 Pregnancy No call to nurse from patient N/A 8 Diabetes No call to nurse from patient N/A 9 Pregnancy 11/13/2009 9:03am 10:19am Yes 10 Diabetes 9/4/ :22am 11:26am Yes 11 Pregnancy 6/16/ :45am 10:48am Yes 12 ADHD No call to nurse from patient N/A 13 Pregnancy 1/13/ :11am 11:24am Yes 14 Pregnancy 12/21/2009 3:40pm 5:47pm Yes 15 Pregnancy 7/28/2008 3:03pm 7/29/2009 No 16 Pregnancy 3/11/2009 3:56pm 4:53pm Yes 17 Pregnancy No call to nurse from patient N/A 18 Diabetes 9/18/2009 9:23am 9:42am Yes 19 Pregnancy No call to nurse from patient N/A 20 Pregnancy No call to nurse from patient N/A 21 Diabetes 1/20/2010 8:32am 9:15am Yes 22 Diabetes 11/19/2009 9:10am No call back d No 23 Diabetes 1/12/ :39am 1:45pm Yes 24 Diabetes No call to nurse from patient N/A 25 Diabetes 2/16/ :38am 2/17/2009 No 26 Diabetes 10/3/ :57am 10/6/2009 No 27 Pregnancy No call to nurse from patient N/A 28 Pregnancy No call to nurse from patient N/A 29 Pregnancy No call to nurse from patient N/A 30 Diabetes No call to nurse from patient No 31 Diabetes No call to nurse from patient N/A 32 Diabetes No call to nurse from patient N/A 33 ADHD 6/1/ :39am No call back d No 34 ADHD 1/12/2010 9:16am 11:14am Yes 35 ADHD 12/21/ :02am 10:04am Yes 36 ADHD No call to nurse from patient N/A Patient Files (Yes) 15 Patient Files (No) 8 Patient Sample Size (Yes+No) 23 Percentage of Patients (Yes/Sample) 65.22% PCMH Recognition Application Page 12 of 15
13 Item 5: Language services for patients with limited English proficiency. Language Line and Purple Language Services Invoices PCMH Recognition Application Page 13 of 15
14 PCMH Recognition Application Page 14 of 15
15 PCMH Recognition Application Page 15 of 15
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