Medical Home Monitor
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February 16, 2010
Vol. II, No. 20

Medical Home Monitor Archives

Medical Home Q&A's:
Patient Satisfaction,
Essential Practice Tool

Medical Home Monitor

Measuring Patient Satisfaction

Q: Should a physician practice issue its own patient satisfaction surveys or use an outside entity, and how frequently should a satisfaction survey be issued?

A: There are a lot of good surveys available on a paid basis and provided by independent parties. Most importantly, make sure that respondents are selected randomly, meaning that there is no unconscious bias or pattern in who gets the survey. That is one of the problems with having individuals in the practice distribute the survey. Devise a way to make sure that individuals involved in the practice setting are not distributing the satisfaction survey.

When a practice is first starting up, you may want to do the patient satisfaction survey as often as every three or four months once or twice, or every six months. That frequency presumes that you are getting a smaller sample, which won't be as statistically valid but will give you a quick way to evaluate your patients' reaction to the changes. Another approach is to select and ask some patients within your practice to be your testers of practices and to give informal feedback on the new practice changes. That can be very effective because you can do it almost immediately after the changes are implemented as long as those patients come in regularly.

(Barbara Wall, president and CEO of Hagen Wall Consulting)

For more patient education and engagement strategies, please visit:

The Essential
Practice Tool

Q: Which practice tool is essential for the medical home model?

A: Number one, practices need to have the ability to take in information from some type of registry function — something that identifies the population, gaps in care and how far away they are from the goals of the chronic disease that they're managing. They need to be able to bring that data into their workflow system, respond to it, act on it, update activities that have occurred and get their next measurement. Every physician should be able to go on the computer and click on an icon to get to the registry and see their panel of patients.

(James Barr, M.D., is a practicing family physician and medical director for the Central Jersey Physician Network IPA and Partners in Care physician organizations.)

For more on using a patient registry, please visit:

Framing a Florida Medicaid Medical Home

Following a review of other states' medical home programs, a state-appointed task force has recommended the framework for a medical home program for Florida's Medicaid population. In a new report, the Medicaid Medical Home Task Force recommends the use of NCQA standards for patient-centered medical homes (PCMH) as a guide when defining Florida's medical home model and working with community-based networks and providers to gather feedback on the type of medical homes they can provide to Medicaid recipients.

The task force had reviewed existing medical home programs from North Carolina, Pennsylvania, Oklahoma and other states before submitting its recommendations, which also include:

  • Identifying at least one rural area and one urban area with an academic setting/medical school to be included as pilot sites.
  • Creating a medical home advisory board to help determine which Medicaid recipients would best be served by the medical home pilot and using a mixed model that includes MediPass providers, community networks, hospitalists, specialists and managed care organizations, incorporating strong community-based partnerships.
  • Ensuring medical home pilot services include primary care providers who provide and/or coordinate all healthcare for the recipient, are available on a 24/7 basis and include developmental, mental and behavioral healthcare.
  • Giving strong consideration to reimbursement models that include enhanced fees for services, case management fees and pay for performance/incentive payments to ensure sufficient participation in the pilot project and that any program design should investigate payment methodologies to ensure ROI.

For more information, please visit:

HealthSounds Podcast: The Backbone of Evidence-Based Care Delivery

Despite the challenges, cost and uncertain return from EHRs, practices should move quickly to adopt this tool, recommends Dr. Richard J. Baron, president and CEO of Greenhouse Internists, where the EHR is the backbone supporting delivery of evidence-based care.

To listen to this HIN podcast, please visit:

Washington Grants Shore Up Short- and Long-Term Medical Homes

Six grants totaling $450,000 will help maintain programs in Washington State that enhance access to medical treatment, the efficient use of healthcare resources, and quality of care with a focus on continuity of care and establishing medical homes.

Six non-profit community-based healthcare organizations are recipients of grants from the state's Community Health Care Collaborative (CHCC), which supports efforts of community coalitions to increase access to appropriate, affordable healthcare for Washington residents, particularly the uninsured or underinsured.

The grant recipients include:

  • Choice Regional Health Network: $100,000 to coordinate patient care through culturally competent outreach, navigation, provider recruitment, electronic shared care plans, case management and connect to medical homes with focus on medical, dental and mental health capacity and non-emergent ED use.
  • Community Health Association of Spokane: $50,000 to the Spokane Emergency Department Diversion Program to decrease inappropriate use of ED services and promote medical home access.
  • Community Health Partners: $100,000 to Cowlitz Free Medical Clinic to serve uninsured adults needing short-term, chronic care and care management services for diseases such as asthma, diabetes, or hypertension. The clinic will serve patients until a primary care provider and a medical home is established.
  • Neighborcare Health: $50,000 to Lake City Community Health Collaborative to link patients to a healthcare home through partnerships with a health center, free clinic, volunteer providers and other social services. A full range of services including primary care, specialty care, behavioral health and other supportive services are offered by the diverse array of partners.
  • Port Gamble S'Kallam Tribe: $75,000 to the Community Health Care Collaborative Chronic Care Management Project to design and implement evidence-based (EB) medical home model for intensive care coordination of chronic disease. The project includes development of responsibilities for care team members, disease-specific EB guidelines, standardized protective care visits, patient self-management support, intensive coordination of multi-specialty care and assistance in accessing care and obtaining insurance.
  • Yakima Neighborhood Health Services: $75,000 to Yakima County Kids Connect to collaborate between a community health center, hospital EDs, educational services districts and county government to reduce uninsured children in Yakima City by matching kids with healthcare homes and reduce avoidable ED visits.

For more information, please visit:

HIN Survey of the Month: Health & Wellness Incentives Use

More than 60 healthcare companies have already described how they use incentives to promote health and wellness by completing HIN's second annual Survey of the Month on this topic. Tell us how your organization uses incentives to drive engagement and results from wellness and prevention programs by February 28, 2010 and get a free executive summary of the compiled results. Your responses will be kept strictly confidential.

Complete the survey by visiting:

Healthcare Trends Update: New Healthcare Case Management Benchmarks

Healthcare case managers are playing a larger role in the coordination of all phases of patient care. This just-published HIN white paper examines the expanding focus, responsibilities, work locations and impact of case management in healthcare, from populations benefiting from case management to metrics on case loads, ROI and performance measurement through responses provided by 187 healthcare organizations.

To download this complimentary white paper, please visit:

Save 10% on 2/24 Webinar: Embedded Case Managers for Navigating Care Transitions, Gaps in Care and Patient Compliance

Whether embedded in a primary care practice, hospital or nursing facility, co-located case managers are helping patients to navigate the healthcare system, improving care transitions and compliance to care plans in the process. During this 45-minute webinar on February 24, 2010, the director of clinical performance management at Dartmouth-Hitchcock Clinic will describe Dartmouth-Hitchcock's embedded case manager program and its benefits for patients, providers and payors.

Use ordering code MHMP to save 10 percent on this specially priced resource by visiting:

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