Being Patient-Centered Increases Our Patient Engagement. Guilford Medical Associates, P.A. Ashley Corbean, Quality Assurance Supervisor
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1 Being Patient-Centered Increases Our Patient Engagement Guilford Medical Associates, P.A. Ashley Corbean, Quality Assurance Supervisor
2 Guilford Medical Associates, P.A. Proudly serving the Greensboro, NC and surrounding communities for over 50 years 9 Internal Medicine Physicians, 3 Nurse Practitioners, 1 Pharm - D, 1 LCSW In-House Laboratory and Imaging Department 50 Support Staff 14,000 Active Patients PCMH, Level III Practice since 2012 (2011 & 2014 Editions) Patient Portal with Medfusion, located in Cary, NC since 2010
3 Guilford Medical Associates, P.A. Objective 1 Objective 2 Objective 3 Show value of PCMH Level 3 Accreditation Provide examples of the value for having a Patient Portal Demonstrate successful use of patient surveys in increasing Patient Engagement
4 Objective 1: Show value of PCMH Level 3 Accreditation
5 Objective 1: Show value of PCMH Level 3 Accreditation Improving Patient Care Improving Quality Outcomes GMA PCMH Model Improving Workflows & Best Practices within our Practice Potential higher reimbursement rates from Insurance Companies
6 Objective 1: Show value of PCMH Level 3 Accreditation
7 GMA s Patient Centered Medical Home Model Team Oriented Care Efficiency & Cost Effective Care Team Huddles Communication with Specialists Improved Access to Care Care Management Measured and Scrutinized by NCQA, Insurers and Patients Quality of Care
8 Objective 1: Show value of PCMH Level 3 Accreditation Improving Patient Care Medfusion - Secure Electronic Message Received from the Medfusion Web Portal Friday, April 06, :52 PM DJ, I just messed up the prescription renewal section--did not specify a pharmacy before I lost the page. I have been taking 75mg capsules prescribed by Dr. Johnson when I was seeing Dr. Smith and Dr. Johnson for pain/foot drop. We are leaving for the Fiji Islands Wednesday morning, and my prescription is ending (was filled 02/08/18). Could you please renew this? We now use Walgreen's. I would rather not try going off it on an international trip! Thank you! Electronically signed by Donna D Jones RN on 04/06/2018 at 5:46 PM Medfusion - Secure Electronic Message I hope you all have a great trip. We have called in the RX for once daily but I did give you 90 days so you would not have to go to the pharmacy so often. Thank you. Donna Jones, RN (DJ) Message queued for Medfusion Member on Friday, April 06, 2018 at 5:54 PM Patient Received Receipt, Delivery Confirmation from the Medfusion Web Portal Friday, 04/06/2018 at 11:31 PM
9 Objective 1: Show value of PCMH Level 3 Accreditation Improving Quality Outcomes Diabetes Retinal Eye Exam Results from 2012
10 Objective 1: Show value of PCMH Level 3 Accreditation
11 Objective 1: Show value of PCMH Level 3 Accreditation
12 Improving Workflows & Best Practices within our Practice: Documenting Diabetic Eye Exams:
13 Improving Workflows & Best Practices within our Practice: Reporting Implement Patient Engagement Using the Portal Standardize Workflow Policy
14 Objective 1: Show value of PCMH Level 3 Accreditation Improving Quality Outcomes: Diabetic Retinal Eye Exam Results from 2017
15 Objective 2: Provide examples of the value for having a Patient Portal
16 Objective 2: Provide examples of the value for having a Patient Portal
17 Objective 2: Provide examples of the value for having a Patient Portal 79.6% of our Patients have registered for our Patient Portal.
18 Guilford Medical Associates, P.A. Portal Dashboard
19 Guilford Medical Associates, P.A. Portal Dashboard
20 Guilford Medical Associates, P.A.
21 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement
22 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement
23 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement The Good Patient Engagement Timely Access & Response The Bad Failing to ensure all patient needs are met in a timely manner The Action Policy and Procedures Standardized Workflows
24 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement Patient Survey Feedback: The Good GMA Patient Portal Access 24/7: Have you used this tool to contact the office? Is this way of communication easy to use to contact the office? Yes the GMA patient portal is easy and the best way for me to communicate with the Office. I can depend on the responses in a very reasonable time. Using the Patient Portal, I receive very prompt response to the staff following up with my test results. Positive results: Sending results to patients after their visits engages patients to access their portal. Replying to patients portal messages in a timely manner engages patients, making it convenient for patient access 24/7.
25 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement Patient Survey Feedback: The Good Please tell us about anything that was done well or anything that could have improved the care services you received at your most recent visit. My Provider asking How can I help you? is an effective question. I have never had a doctor ask that before. He is kind, concerned, good listener and direct great qualities in a physician. I was provided practical feedback and focus on my Healthcare options. Positive results: Patient Surveys engage patients to convey their recommendations.
26 Objective 3: Demonstrate successful use of patient surveys in increasing Patient Engagement Patient Survey Feedback: The Bad Please tell us about anything that was done well or anything that could have improved the care and services you received at your most recent visit? I was mailed a form with requesting completion of this form to bring back with me to my visit which took time and effort to complete. The person who brought me back prior to seeing doctor put my forms in HER MOUTH to type. She then dropped the paper in an overfilled box on the floor, with my info exposed. Why did I take my time to complete this form if it is not going to be used?..i am concerned about safe care of patient s info. Aside from this, my Dr. is very professional and caring. Very thorough, best doctor I have had. Positive Result: Updated our Shred Policy. Improved Training Staff and New-Hires.
27 Improving Workflows & Best Practices within our Practice: STANDARD OPERATING PROCEDURES (SOP) Title: Shred Bin; Paper & Electronic Media (HIPAA) Implementation Date: 1/22/18 Patient Survey Feedback: The Action Gather Patient Feedback Implement Shred Policy Standardize Training
28 The Importance of Patient Engagement Purchasing and implementing any technology at your organization is only the first step towards realizing value. Engaging your patients helps you: 1. Show your patients you care about more than just their health. 2. Increase bottom line revenue collections for the practice. Your patient experience partner should offer best practices, road maps and resources that you need to help you market your patient experience platform to your patients.
29 Guilford Medical Associates, P.A. Contact Information: Ashley Corbean Quality Assurance Supervisor Office: Ryan Egloff Account Executive Office:
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