Supporting and Engaging Consumers
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Transcript of Supporting and Engaging Consumers
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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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