Improving Patient Experience 2008

The Improving Patient Experience Collaborative is a 12-month program aimed at improving an organization’s PAS Score in 18 months. This collaborative will help to prepare organizations in the implementation of key changes at practice sites to improve and sustain patient ratings.

Approach

Physician group teams start by setting ambitious performance goals for P4P patient experience measures. The program guides physician group teams through a diagnostic process to identify the greatest opportunities, then advises them on interventions to to improve their scores. Groups begin by introducing selected changes at 20 demonstrator sites within their physician networks, generating the information to support adoption across a significant proportion of contracted practices. The group then “scales up” implementation and develops measurement, incentive and leaderships methods to sustain changes over time.

The collaborative exposes participants to other groups in California who have made significant improvements as well as sustained high ratings over time, provides access to vendors and resources to support their implementation plans, and coaches them on implementation. Teams share their experiences with each other, supporting and expanding the learning available to every participating group.

Curriculum

Diagnosing group-level and individual physician performance to set goals
Key changes to improve doctor-patient communication, coordination of care, staff satisfaction and access
Building and sustaining an infrastructure to introduce and reinforce changes at the practice
Understanding and applying the Plan-Do-Study-Act (PDSA) Improvement Model
Group systems important to sustain changes over time

On-site Session Dates

Learning Session 1: February 11-12, 2008 - Costa Mesa, CA
Learning Session 2: April 8-9, 2008 - Costa Mesa, CA
Learning Session 3: July 22, 2008 - Long Beach, CA
Learning Session 4: October 14, 2008 - Ontario, CA

Faculty

Tammy Fisher, MPH
Diane Stewart, MBA
Patti Simino Boyce, PhD, RN

Benefits of Joining

Learn what key changes improve patient experience ratings
Receive guidance for implementing them in your organization to improve scores in 18 months
Receive free training for 10 physician practices in patient communication skills
Learn what other physician groups are doing to improve and sustain changes in patient ratings

Cost

The cost of this program is based on total HMO enrollment. Each team is responsible for travel and lodging expenses.

$5,000 Enrollment < 30,000
$7,000 Enrollment 30,001 to 90,000
$10,000 Enrollment > 90,001

How to Join

Registration for 2008 is now closed, please contact Amy Rassbach for 2009 opportunities and information.

Additional Information

Please contact Amy Rassbach at (415) 615-6379 or email arassbach@pbgh.org

Additional Information:

Program Description

Resources

Video