The Patient’s Primary Care Experience: A Road Map to Powerful Partnerships

Description

Consumer expectations and the rise of alternative payment models are driving the future of primary care delivery. The COVID-19 pandemic has been a catalyst for change and innovation, with many services shifting to the virtual environment. Putting patients at the center of the healthcare practice is no longer an aspirational goal—it is rapidly becoming a requirement. The Patient’s Primary Care Experience is a handbook for providing patient-centered care. The book focuses on the Patient-Centered Medical Home (PCMH) model, which emphasizes building relationships and enhancing communication. The authors begin by making the business case for the PCMH model, then dive into implementation tips and strategies.
Topics covered include:
• Partnering with patients in creating and achieving care goals
• Improving access through telemedicine and telehealth
• Preventing and mitigating staff burnout while promoting resilience
• Integrating patient and family perspectives into systems and processes
• Selecting and developing metrics that are meaningful to staff
The tools, templates, and advice in this practical guide will help your organization increase patient satisfaction and improve outcomes. Mary-Ellen Piche, LFACHE, CPHQ, is a consultant who provides services to healthcare organizations in organizational assessment and development, patient experience improvement, and staff and patient engagement. Previously she was a consultant with Planetree Inc. in Derby, Connecticut, and CEO of the Stratton VA Medical Center in Albany, New York. Piche serves on the board of directors of Rockefeller College’s Center for Women in Government and Civil Society, where she gives frequent presentations to the fellows in the public policy and new leaders programs. Gina Luna, FNP-BC, BC-ADM, is chief quality manager for STG International Inc., an organization with more than 20 clinics. Before transitioning to quality management, Luna was in clinical practice as a registered nurse and board-certified nurse practitioner. Luna has also worked as a legal nurse consultant and diabetes consultant. She founded the local nurse practitioner chapter for the California Association for Nurse practitioners and served as assistant clinical professor for the University of California Los Angeles nursing program. Chapter 1 – The Evolving Landscape of Primary Care Chapter 2 – The Patient-Centered Medical Home Chapter 3 – How to Implement the Patient-Centered Medical Home Chapter 4 – Staff Engagement Chapter 5 – Provider Engagement, from a Provider’s Point of View Chapter 6 – Patient and Family Engagement Chapter 7 – Designing an Evidence-Based Healing Environment Chapter 8 – Key Performance Indicators Chapter 9 – How to Select and Manage the Best Key Performance Indicators for Your Organization Chapter 10 – The Last Word: Lessons from the Pandemic Staff and provider engagement methods and tools are shared along with strategies to prevent and mitigate burnout while promoting resilience. In addition, factors impacting patient and family engagement, including the social determinants of health and patient activation, are discussed. The authors share their experiences with creating healing environments, outlining the pros and cons of the on-stage, off-stage model. They offer tools, templates and exercises that they have tested and found effective in supporting these practices. The authors have developed and tested these strategies in 21 community-based primary care clinics over the period of the past seven years. The Handbook provides a set of strategies and tools specific to improving the patient experience in the primary care setting. It is a comprehensive, yet practical guide, that covers patient, provider and staff engagement and how to create the optimal healing environment. Accreditation aspects and performance measures round out the picture.

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