Patient Experience Collaborative

The Patient Experience Collaborative is a 10-month program aimed at improving the patient experience at the practice site; in addition to providing information to physician organizations on how to they can support these improvements and expand them across other physician practices in their networks.

Approach

The 2006 Patient Experience collaborative is for teams of physician group staff and pilot physician practices. During the collaborative, teams set ambitious performance targets for P4P-patient experience aligned measures and then track their progress towards those goals through a monthly patient experience survey. Teams begin by testing "changes" usually best practices, or sometimes really good ideas shown to make an impact, on a small scale (i.e. PDSA) to identify which changes work and which do not. Teams share their experiences and this is where the main learning occurs, from hearing about others’ experiences.

The collaborative also helps practice teams and physician organizations plan for the next step, sustaining and spreading successful changes throughout their practices and across practices in the organization. The collaborative aligns the strategic and tactical areas necessary for sustained performance improvement. This is done through strengthening clinical leadership and culture within the organization and also identifying the key changes to improve and sustain optimal performance in patient experience areas such as access, care coordination, and doctor-patient communication.

Curriculum

Successful strategies for making improvements in access to care, doctor patient communication, and continuity and coordination of care
Building and sustaining a practice and organization culture around patient-centered care and service
Understanding and applying the Plan-Do-Study-Act (PDSA) Improvement Model
Moving from Testing Changes to Implementing Successes
Planning to Spread Change Within an Organization

On-site Session Dates

Learning Session 1: May 9, 2006 (Los Angeles)
Learning Session 2: June 15-16, 2006 (San Francisco)
Learning Session 3: September 7-8, 2006 (Los Angeles)
Regional meetings: December 6, 2006 (Irvine) and December 8, 2006 (Berkeley)
Learning Session 4: January 11-12, 2007 (San Francisco)
Outcomes Conference: June 8, 2007 (TBD)

Faculty

Laurence Baker, PhD (Patient-doctor Interactions)
Eric Coleman, MD, MPH (Continuity and Coordination of Care)
Chuck Kilo, MD, MPH (Practice Re-design)
Neil Solomon, MD (Access to Care)

Benefits of Joining

Our collaborative approach works: results from the previous Diabetes and Cardiovascular Collaborative indicated significant improvement in diabetes outcomes among the nine California physician groups (with total commercial enrollment of 1.1 million) and 13 practices who participated. See Diabetes & Cardiovascular Care Collaborative.

Improve performance in the patient experience and clinical domains of pay for performance.

Research shows that patient-centered care results in:

Fewer diagnostic tests and referrals
Improved physician satisfaction and retention
Improved staff satisfaction
Increased compliance with MD recommendations such as improved patient recall of information, better self management and pt monitoring of BP and A1c
Better physical functioning by patient self reports in daily activities
Improved informed consent

Cost

Cost is based on total HMO enrollment and covers up 10 total participants (including up to 3 pilot practices). Each team is responsible for travel and lodging expenses.

$   6,000   Enrollment < 30,000

$   9,000   Enrollment 30,001 to 90,000

$ 12,000   Enrollment > 90,001

How to Join

The collaborative has ended. If you are interested in attending the final outcomes conference, please contact Roza Do.

Additional Information

Roza Do

415.615.6317

Additional Information:

Program Description

Measures

Expert Panel & Faculty

Participants

Schedule

Tools