Supporting and Engaging

ConsumersPCPCC Annual Summit: All eyes on the PCMH

Shannah Koss, Koss on Care LLCOctober 22, 2009

PCPCC Consumer PCPCC Consumer Engagement OverviewEngagement Overview

The Importance of Patient Centered

Early PCPCC Consumer Organization Participation

Consumer Advocacy Meeting

PCPCC Center Activities

Consumer Guidebook

Future Activities

The Importance of The Importance of Patient CenteredPatient Centered

Fragmentation is one of the greatest failures of the US healthcare

IOMs Crossing the Quality Chasm underscored patient centered as one of six critical aims for health system improvement

Sick care and only treating pieces of the individual instead of the whole person result in inappropriate and unsafe care

Health and prevention must start and end with the individual wherever she or he is

Medical Home Care Coordination Medical Home Care Coordination

Only Succeeds When it is Patient Only Succeeds When it is Patient

CenteredCentered

Joint Principles of the Patient-Centered Medical Home include:

Whole person orientation

Patients get the indicated care when and where they need and want it in a culturally and linguistically appropriate manner.

Patients actively participate in decision making and feedback is sought to ensure patients’ expectations are being met.

Patients and families participate in quality improvement activities at the practice level.

New options for communication (are provided) between patients, their personal physician, and practice staffs.

Early PCPCC Consumer Early PCPCC Consumer Organization Organization ParticipationParticipation

Since PCPCC’s inception Consumer organizations have been a critical and active stakeholder

Consumer panels are a regular feature at PCPCC conferences

2008 retreat concluded more outreach and engagement was needed

Initial outreach focus was the 2009 consumer stakeholder meeting and encouragement of PCPCC Center consumer activities

Consumer Advocacy Consumer Advocacy MeetingMeeting

Initial consumer stakeholder meeting highlighted five main focus areas Consumer engagement work with consumers

to envision, build and enable successful PCMHs Community – PCMH needs flexible models that

are community-based to account for consumer and community diversity

Communication – PCMH needs to address the multifaceted barriers of communication including: language, literacy, culture, age and income

Grassroots – PCMH needs a bottoms up approach to create consumer and community ownership

Think Broadly – given the diverse needs of consumers, PCMH models need to encompass broad community resources and disciplines

Consumer Meeting Consumer Meeting Recommendations Recommendations

Noted focus areas among a broad set of recommendations: Gain increased insight and

input from more a diverse set of consumer representatives; consider: New media

infrastructure PCPCC consumer focus

groups Goals for community

patient advisory committees and practice consumer advocates

PCPCC considerations More information about

the centers and how to participate

Review and reorganize PCPCC resources based on consumer needs

Pilot reporting mechanisms on consumer engagement

Education and engagement models for consumer organizations and their members

PCPCC, Four ‘Centers’ Consumer ActivitiesPCPCC, Four ‘Centers’ Consumer Activities

CMD: Community-based pilot sites surveyed about consumer engagement and lessons learned

CPPI: Public program consumer engagement support is concentrating on medication management

CBRI: Consumer focus is usually the employee and dependents; recently created a template letter on understanding primary care as a precursor to PCMH

CeHIA: Revised EMMI survey and patient engagement framework

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197

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PCPCC Centers’ PCPCC Centers’ Consumer InitiativesConsumer Initiatives

CMD Survey 19 pilots responded Most common type of

involvement – focus groups, material review or conferences

The majority of pilots use some type of information technology

Consumer experience surveys are the most common type of engagement

Few pilots engage patients or families as collaborators

CeHIA PEP Consumer Engagement Framework Foundations for effective

engagement – appropriate setting, provider-patient relationship, mutual goal setting and progress feedback

Accurate and complete information flow

Patient activation for self- management

Shared decisions making Family engagement and

activation

Consumer GuidebookConsumer Guidebook Resource for all stakeholders

Baseline effort that will expand and grow with more support, continued learning and new ideas

Captures current activities

Early consumer engagement ME & MN examples

PCPCC resources available today – Chapter 6

Stakeholder and member resource submitted for public use – Chapter 7

Intended to help continue the needed dialogue and support the efforts of the Consumer Task Force

Future ActivitiesFuture Activities PCPCC Strategic Consumer Considerations

Create a Consumer Center Establish consumer leadership in top PCPCC

organization structures Determine needs and gaps in consumer

engagement Develop mechanisms to address needs and gaps Develop a strategy for improved PCMH consumer

communication Work with NCQA

Improving the Website

Continue the dialogue