A Spotlight on Quality Community Health Care’s Success
The stress of fitting seven-day follow-ups into your demanding schedule can push you and your staff toward burnout. What if you could implement changes and maximize your patient access for post hospital discharge follow-ups while avoiding burnout?
Quality Community Health Care (QCHC) did just that. QCHC was the only Tier 1 practice to achieve the highest preliminary performance improvement compared to previous baseline Contract Year (CY) 2017 in the Quality Measure: Care Coordination— 7-Day Follow-Up Visit with PCP Post Hospital Discharge.
Dedicated to Improving Measures
QCHC’s previous baseline measure during CY 2017 was 11.6%. Their performance during Contract Year 1-Period of April 2018 through March 2019 increased to 20.2%. This represents a 74.1% preliminary improvement—an astounding turnaround. Annually, the practice sees 17,000 patients and bills 35,000 encounters. However, QCHC’s infrastructure is not as robust as other members of the Tier 1 Group.
Achieving Better Practices
The QCHC team is dedicated to improving quality measures that will improve patient health outcomes and reduce costs. The team improved its performance by rebuilding and refining the provider schedules to increase patient access, providing daily transition-of-care (TOC) appointments, and accommodating same-day open access and walk-in appointments while decreasing patient wait times. In addition to refining the providers’ daily schedules, the team also refined the front-office operational procedures to ensure insurance verifications, confirm patient demographics prior to scheduled appointments, complete daily capacity assessments, and monitor providers’ schedules for no-shows throughout the day.
By managing daily workflow operations, the QCHC team identified and eliminated duplicate workflow processes in order to efficiently distribute daily appointments among all practice providers. The team used the participation tools available through the Temple Care Integrated Network to assist with aligning its primary focus of linking patients back to the primary care office post-hospital inpatient discharge and/or ED discharge. By accessing the participation tools and fine-tuning operational workflow processes, the QCHC care management team was successful with completing pre-visit planning, thereby allowing an efficient, organized follow-up appointment.
This incredible improvement in performance could not have been achieved without a strong, very dedicated, and focused care management team, who works together for the best results.