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q4 2012 ahn
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PLAN
› What were the improvement aims?
Increase patients’ participation in our
quality improvement process
Increase patients’ engagement in their
health care
DO
› What improvements did we achieve?
Participation
Engagement
STUDY
› What did we learn
What obstacles did we face?
How did we overcome them?
What would we do differently?
ACT
Based on what we learned, what are the
next improvement steps?
Participation
› Patient Advisory Panel
› Diabetes Group Visits
Engagement
› Patient Activation Measure (PAM) survey
› Emphasize face-to-face health coaching visits (rather than distance visits)
New patients (number of visits)
HTN face to face 2 face to face 1 face to face 1
phone 2 phone 2 phone 1
DM face to face 3 face to face 2 face to face 1
phone 1 phone 2 phone 1
Lipids face to face 2 face to face 1 face to face 1
phone 2 phone 2 phone 1
Weight Loss face to face 2 face to face 2 face to face 1
phone 2 phone 1 phone 1
Smoking face to face 1 face to face 1 face to face 1
phone 3 phone 2 phone 2
30 days 60 days 90 days
Established patients (number of visits)
HTN face to face 1 face to face 0 face to face 0
phone 1 phone 2 phone 1
DM face to face 1 face to face 0 face to face 0
phone 1 phone 2 phone 1
Lipids face to face 1 face to face 0 face to face 0
phone 1 phone 2 phone 1
Weight Loss face to face 1 face to face 1 face to face 1
phone 1 phone 1 phone 1
Smoking face to face 1 face to face 1 face to face 1
phone 2 phone 1 phone 1
30 days 60 days 90 days
Participation
› First Patient Advisory Panel meeting
June 27, 2012
35 suspects
6 patient attendees
2 doctors introduced and left
Jeff Biehl, Krista Stock
Participation
› First Patient Advisory Panel meeting
› Feedback:
Pre-Survey re knowledge and health coaching
18 questions (details available on request)
Average 3.33/4
Participation
› First Patient Advisory Panel meeting
› Feedback:
Post Survey
Participation
› First Diabetes Group Visit
September 27, 2012
555 suspects
3 patient attendees, plus 1 spouse
1 health coach
Participation: Diabetes Group Visit Format
Pre-session planning › Ask patients: what are your problem areas in managing your diabetes?
Part 1: Discussion
› For patients to learn from each other What is your biggest challenge?
What solutions do you have that might help others?
Part 2: Education
› Design an education piece around the feedback you get from patients What do they want to learn?
Feedback
Participation
› First Diabetes Group Visit
Feedback:
Training (3 questions): 5/5
Content Delivery (7 questions): 4.9/5
Application (3 yes/no questions): all “yes”
Participation
› Second Diabetes Group Visit
November 28, 2012
Zero patients
Engagement
› First survey results
› Initial statistics
Venue 2011 2012 Total
Total 129 299 428
Email 2 10 12
Office 14 23 37
Phone 67 45 112
unspecified 46 221 267
Obstacles
› Few volunteers
› Resistance to face-to-face visits
› Some patients lost in health coach transition
Overcome
› Direct doctor-to-patient appeal
Do differently
› Lower our expectations
Next steps
› Repeat survey
› Continue meetings
› Measure outcomes
› Attempt to correlate increased
participation/engagement with improved clinical measures