1 Founded 5 years ago, The Family Clinic has grown steadily over the past half century. Today, the clinic employs five full-time physicians and a support staff of 28+. The clinic also maintains a full-service CLIA-certified laboratory, permitting added convenience for patients and fast result-turnaround for its physicians. Over the coming weeks, you ll learn more about the strategy and planning behind this remarkable clinic s success. We ll share best-practice suggestions from their practice manager for orchestrating the complex requirements the clinic had to meet for Meaningful Use. We ll also take a look at the clinic team and the role that the physicians and clinic management play in ensuring that their team is equipped to address the unique challenges of this fast-paced clinic environment. (Hint: Cross-training is key to smooth operations in this clinic!) 2 Patient Loyalty Little Things Matter Residents of Opelousas and the surrounding rural area can choose from more than 20 family practice doctors located within the city limits. Why then, year after year, does the patient panel at The Family Clinic (TFC) continue to increase? While medical excellence is certainly important to most patients, attitude and communication are important elements required to gain and maintain patient loyalty and satisfaction. Like most communities across the nation, the power of word-of-mouth marketing in Opelousas is especially strong; people often turn to friends and neighbors for advice when looking for a healthcare professional or medical clinic. According to a 2006 report from Press Ganey, doctors have the greatest opportunity to cultivate patient loyalty by focusing on sensitivity to the patients needs. Patient comments and reviews indicate that the TFC physician team is knocking this one out of the park! Here are some examples of what TFC patients are saying about their doctors and the care they received: Best care I have ever received. Very knowledgeable and professional. my provider always listens carefully to what I have to say one of the kindest, most attentive individuals I ve ever met
2 my doctor was very professional while also very concerned about getting me the best care for my condition. She was a pleasure to visit with and I would definitely see her again. Press Ganey also gave high ranking to the overall cheerfulness of the practice and the overall comfort and pleasantness of the office. TFC doctors and their practice manager know, without question, that loyalty is built throughout the patient s entire experience, beginning with the first phone call to make an appointment. They are really great about answering the phone right away, says a longtime patient. The office was well organized and taken care of, says another. They are happy to answer all of my questions every question was answered thoroughly. This philosophy of care is evident throughout the clinic and the lab, where every patient interaction demonstrates that this clinic/medical home is practicing true patient-centered team care. The result? TFC patients trust their care team and feel confident that the team is working together on their behalf and they re passing this message along to their friends and colleagues. It just doesn t get better than that. 3 PCMH It s All About Practice Transformation The Family Clinic believes in building long-lasting relationships with its patients by providing exceptional medical care. This Patient Centered Medical Home (PCMH) offers a model of care that emphasizes care coordination and communication, where patients have a direct relationship with a clinician and a medical care team dedicated to producing optimal outcomes for the patient. They treat patients of all ages beginning at birth, and their chronic care model encourages high-quality chronic disease management. The National Committee for Quality Assurance (NCQA) reports that, today, more than 10 percent of U.S. primary care practices, approaching 7000 altogether, are officially recognized as PCMHs. Becoming a recognized PCMH is a significant undertaking. Recognition takes far more than just collecting data and filling out forms. The transformation process is challenging; success demands that practices fully commit to all elements of change required to achieve NCQA recognition.
3 Currently, all five of our doctors are recognized by the NCQA as PCMH Level 3, reports Practice Manager, Mary Ann Martin. The motivation behind our choice to pursue NCQA recognition was the quality program incentive payment we received from Blue Cross of Louisiana. Initial Level 1 recognition was granted in 201, following a year of intensive effort throughout the practice. Identifying and meeting new measures, implementing new processes and tracking new metrics were only part of the transformation. Consistent, pro-active leadership combined with continuous encouragement to the many clinic team members is an essential, and ongoing, facet of this clinic s success in achieving its goals. The Family Clinic puts patients in the center of their processes, workflows and priorities. Committed to preventative medical care, they work together with their patients in making healthcare decisions aimed at achieving optimal health. The care they provide is comprehensive and convenient, with the ultimate goal of achieving better outcomes and improved health for all of their patients. Meet the Clinicians The exceptional patient-centered care delivered by The Family Clinic is driven by an energetic group of board-certified physicians who consistently strive for excellence in caring for their patients and their families. Together, the highly dedicated clinician team brings a broad spectrum of experience to this practice. In addition to being compassionate and highly qualified healthcare professionals, all of TFC s physicians have received NCQA recognition for demonstrating that they consistently meet important standards of patient care. (Physicians shown below are listed in order of start date at TFC.)
Dr. Michael Montgomery is a board certified family physician and has been a member of the TFC clinician team since 1982. Heart/Stroke Recognition Program 201 Medical School: LSU School of Medicine, New Orleans, LA Internship: Earl K. Long Memorial Hospital, Baton Rouge, LA Residency: Earl K. Long Memorial Hospital, Baton Rouge, LA Dr. Michael W. Basile joined TFC in 1992 and is certified by the American Board of Family Medicine. Medical School: LSU School of Medicine, New Orleans, LA Internship: Earl K. Long Memorial Hospital, Baton Rouge, LA Residency: Earl K. Long Memorial Hospital, Baton Rouge, LA
Dr. Laura Braham joined the care team at TFC in 2002 and is a board certified family physician. Heart/Stroke Recognition Program 201 Medical School: LSU School of Medicine, New Orleans, LA Residency: Lake Charles Memorial Dr. LaTonya R. Kelly has been a member of the TFC clinician team since 2006. In addition to her board certification as a family practice physician, pediatric medicine is an area of special interest for Dr. Kelly. Hear/Stroke Recognition Program 201 Medical School: University of Texas Medical Branch, Galveston, TX Residency: Louisiana State University, Alexandria, LA
Dr. Kevin N. Guillory is the most recent addition to the TFC medical staff. He joined the practice in 2012 and is a board certified family practice physician. Medical School: Tulane University Hospital, New Orleans, LA Residency: East Jefferson General Hospital, Metairie, LA For more information regarding our Customer Spotlight Series, and for general information about SOAPware, please visit www.soapware.com Exceptional Software. Empowering Healthcare.