Best in Class Case Management Training Options The Patient Aligned Care Team

Catherine M. Mullahy, RN, BS, CRRN, CCMJeanne H. Boling, RN, MSN, CCM

Mullahy Associates LLC82 Main Street, Suite 300Huntington, NY  11743(631) 673-0406www.mullahyassociates.com

Catherine Mullahy & Jeanne Boling

CV HighlightsCatherine M. Mullahy, RN, BS, CRRN, CCM

National/International Speaker & Consultant on Case Management

Author, The Case Manager’s Handbook, Fourth Edition

Former President, Case Management Society of America

Former Chair Commission for Case Manager Certification

Former Owner, Options Unlimited

Former Vice President, Matria Healthcare, now Alere Medical

President, Mullahy & Associates, LLC

Jeanne H. Boling, RN, MSN, CCM

National Speaker/Consultant on Case Management

Former Executive Director Individual Case Management Association

Former Executive Director Case Management Society of America

Former Vice Chair Commission for Case Management Certification

Former Director, URAC

Owner, LNC Associates, LLC

Vice President, Mullahy & Associates, LLC

Mullahy & Associates, LLC

Our Focus

Consulting, Program Design and Customization for Implementation of state of the art case management practice within unique cultures to meet organizational goals of…

Medical practices

VA Hospitals

Clinics

Managed care organizations

Accountable care organizations

IHS

Other healthcare systems

Mullahy & Associates Recent History

• 2009-2012– Veteran’s Administration

• Miami• Atlanta• Columbia• Birmingham• Los Angeles/Long Beach• Las Vegas• Loma Linda• Nashville• Puerto Rico• San Diego• National OIF/OEF Case Load Consultants

• Dedication to customizing the programs specifically for the VA

Mullahy & Associates Recent History

Best in Class Case Management GroupSan Diego Veteran’s Administration

Mullahy & Associates

• M&A Client– Indian Health Service

• 2000• 2001• 2005• 2009• 2010• 2011• 2012

• Dedication to consulting/customizing the programs specifically for the Veteran’s Administration Health Service

Mullahy & Associates

• M&A Client– Best in Class Case Management– The Business of Case Management– Direct to Consumer Case Management– Managing Case Managementfor Gannett Corporation, publisher of USA Today

• 2008• 2009• 2010• 2011• 2012

Mullahy & Associates

Please visit our YouTube Video featuring the Mullahy & Associates Best in Class Case Management Program at the following link….

View Video Here.

Mullahy & Associates

Our programs train participants to meet specific VA Organizational Goals.

Patient Centered Medical HomePatient Centered Medical Home

Access

Offer same day appointments

Increase shared medical appointments

Increase non-appointment care

Practice Redesign

Redesign team: oRoles oTasks

Enhance: oCommunicationoTeamwork

Improve Processes:oVisit workoNon-visit work

Care Management & CoordinationFocus on high-risk pts:

oIdentify oManageoCoordinate

Improve care for:oPreventionoChronic disease

Improve transitions between PCMH and:

oInpatientoSpecialtyoBroader Team

Patient Centeredness: Mindset and ToolsPatient Centeredness: Mindset and Tools

Improvement: Systems Redesign, VA TAMMCSImprovement: Systems Redesign, VA TAMMCS

Resources: Technology, Staff, Space, CommunityResources: Technology, Staff, Space, Community

VA PACT Implementation GOALS

Practice Redesign

Redesign team: oRoles oTasks

Enhance: oCommunicationoTeamwork

Improve Processes:oVisit workoNon-visit work

Care Management & CoordinationFocus on high-risk pts:

oIdentify oManageoCoordinate

Improve care for:oPreventionoChronic disease

Improve transitions between PCMH and:

oInpatientoSpecialtyoBroader Team

Patient Centeredness: Mindset and ToolsPatient Centeredness: Mindset and Tools

Resources: Technology, Staff, Space, CommunityResources: Technology, Staff, Space, Community

BEST IN CLASS PROGRAMS IMPACT THESE VA GOALS

We provide the“HOW to”

In line with FunctionalStatements forCase & Care Mgrs

Best in Class Case Management:

Winner of Platinum Award

presented at the National Press Club

Summary of Training Options

• 2 Day Best in Class Case Management in the VA PACT

• 1 Day The Patient Aligned Care Team: From Concept to Reality

• 2 Hour Overview The VA Patient Aligned Care Team: From Concept to Reality

• Key Policy Review and Recommendations for Maximization of the VA PACT

• Ongoing Consulting to various VA Units Throughout the PACT Implementation Process

• Benchmarking Surveys prior to and after implementation

• E-Training Newsletter Quarterly to all who have had the training

Testimonials

• Excellent presentation. Really enjoyed this class. Would like for all of our CMs to get a chance to participate in the class.

Really good mix of info and presentation of material. Appreciated the quick pace but never felt rushed.

• Great speakers! Very personable, especially when sharing their personal experience. Speakers were very passionate about what they were teaching.

Columbia, SC VA Best in Class Case Management Class October, 2010

Columbia, SC VA Best in Class Case Management Class October, 2010

Testimonials• "Totally awesome conference! An honor to learn from such distinguished experts in the field! Look forward to more conferences and greater learning!" - Melissa Neuman, RN - Pearl City, HI

• "I am glad I attended the seminar. Well worth the expense." - Maria Luisa Raneses, RN, BSN, CCM, CRRN - Alexandria, VA

Testimonial

• "Catherine and Jeanne were effective, engaging, and collegial. As a social worker, I am especially appreciative of the advocacy for all of us in case management to work as a team and draw on each other's skills and strengths." - Maria Hood, LCSW, ACSW, CCM - White Plains, NY

• Prepared me for the CCM exam. Wonderful! A tremendous amount of information. I did not want the course to end. The presenters were well prepared and knowledgeable.

• The presentation exceeded my expectations. In fact, I was inspired to pursue what I learned these two days to become certified in case management.

A Partnership for Improved Outcomes

We look forward to discussing possible programs with you …

Best in Class Case Management for the VA PACT

2 Day Program– The Cornerstone of the Programs

– Includes Workbook and Discounted Fourth Edition of The Case Manager’s Handbook

– For Care Managers, Case Managers and new staff orientation (RNs & SWs)

– Testimonials from the Miami and Columbia Programs to be provided

– Agenda follows

Best in Class Case Management for the VA PACT 2 Day Program

Schedule and Course Content - Day 1• 7:30 AM Registration• 8:00 AM Introductions• 8:30 AM The VA PACT• 9:30 AM Break• 9:45 What & Why Case Management, Knowledge and Skills Required and Goals of CM • Case Management: The Work Format and Process Applied• 12:00 N Lunch (On Your Own)• 1:00 PM Case Management: The Work Format and Process Applied• 1:45 PM Break• 2:00 PM Effective Communication Skills and Communications Scenarios• 3:15 PM Lines of Insurance• 3:45PM Case Studies• 4:30 PM Adjournment

Best in Class Case Management for the VA PACT 2 Day Program

Schedule and Course Content - Day 2• 7:30 AM Registration• 8:00 AM Community Resources• 9:00 AM Legal, Risk Management, and Legislative Issues• 10:00 AM Break• 10:15 AM Ethical Issues in Case Management & Case Studies• 11:15 Cultural Issues• 12:15 Lunch (On Your Own)• 1:15 PM Behavioral and Psychosocial Issues• 2:15 PM Polypharmacy & Medication Adherence Issues• 3:15 PM Break• 3:30 PM Case Studies VA• 4:15 PM• 4:30 PM Adjournment

Interactive Learning Experiences

Columbia SC VA October, 2010

Indian Health Service Sioux City, Iowa

Sioux City, SD 2010

IHS Testimonials

• “In all my 12 years at IHS, this is the very best training session I have ever attended!  Thank you for an excellent professional presentation!...”-  Yakama Indian Health Service

• “Very  good presentation – very informative…  I finally got the answers to my questions re: case managers…  Speakers radiated a true passion for patient advocacy which I appreciated…”-  Bishop California

Options for Consideration• VA Patient Aligned Care Team: From

Concept to Reality 1 Day Program– For Physicians, Administrators and Pharmacists and

new staff orientation– Intensive Program – Agenda

Photo: VA Miami Best in Class Case Management September, 2010

The VA PACT: From Concept to Reality 1 Day ProgramSchedule and Course Content - Day 17:30 AM Registration8:00 AM Introductions8:30 AM Today’s World…Evolving Models of Care, CMS, Patient Protection Act of

2010….What & Why is Case Management, Knowledge and Skills Required and Goals of CM

9:30 AM Break9:45 AM Case Management: The Standards of Practice, Work Format and Process Applied11:00 AM Case Manager and Care Manager Functional Statements and Competencies

Required11:45 N Lunch (On Your Own)12:45 PM Patient Stratification….which patients should be referred to a Case Manager, Are

orders required? How the team works together. CM Case Loads, Documentation1:30 PM Legal and Ethical Issue Overview for a Case Management Program2:30 PM Positive & Productive Communications Between CM & Provider, CM &

Administration, CM & Patients…the ongoing collaborative team.3:00PM Break3:15 PM Demonstrating Value….Patient Outcomes Utilizing Community and VA

Resources….Resources available to and through Case & Care Managers3:45PM Case Studies…Provider, Care Manager & Case Manager work together as a team

on each of these4:30 PM Summary Q&A5:00 PM Adjournment

Options for Consideration

• Best in Class Case Management

2 HR Program– For Physicians, Pharmacists and Administrators– Overview of Condensed Intensive Program– To be offered within national programs for Physicians,

Pharmacists or Administrators, Specialty Clinics – Help ancillary personnel understand PACTs and relate

to them– Agenda

Options for ConsiderationVA Patient Aligned Care Team: From Concept to Reality

2 HR Program

Schedule and Course Content – 2 Hour• What & Why is Case Management, Knowledge and Skills

Required and Goals of CM• Patient Stratification….which patients should be referred to a

Case Manager, Are orders required? How the team works together. CM Case Loads, Documentation

• Case Management: The Standards of Practice, Legal Implications

• Positive & Productive Communications Between CM, Provider, CHS, Administration, CM and Patients…the ongoing collaborative team.

• Demonstrating Value….Patient Outcomes

Options for Consideration

• Key Policy Reviews and Recommendations

Ms. Mullahy & Ms. Boling would interface in a one-on-one with the key decision makers to review existing case management policies and provide advice and specific recommendations regarding their modification to facilitate “Best in Class” Practices.

Options for Consideration

Post- Training Program Webinar, to be Scheduled within One Month of the Initial Training Program

• The one-hour webinar directed at the case managers would be led by Ms. Mullahy and would consist of a refresher course to the initial training. After the one-hour webinar, the participants would have the opportunity to send a follow-up question via email to Ms. Mullahy for her direct response via return email. A copy of all communication will be available to the appropriate supervising/managing individuals.

Options for Consideration

• e-Training Newsletter, issued Quarterly for One Year Following the Initial Training Program

• Each case manager would receive a copy of an e-Training Newsletter providing important tips and reminders for achieving and maintaining “Best in Class” practices.

Options for Consideration

Benchmarking Survey issued as appropriate before and following the Training Program and as the PACT is being implemented.

• Each case manager would receive a copy of a benchmarking survey designed to monitor their acquired knowledge of “Best in Class” case management practices and their ability to adhere to these practices in the field. The case managers would complete the survey anonymously (to promote full candor and disclosure) and return to Ms. Mullahy via fax or online. The results of the survey would be compiled and analyzed by Mullahy & Associates and provided in a report with recommendations to the appropriate management personnel.

Creative Partnership

Ongoing Consulting to the VA Management Team at Each VA Facility

• Catherine and Jeanne will be available onsite and throughout the implementation of the VA Medical Home to assist the management team to identify barriers to effective implementation in the various locations through out the VA.

• We will visit each site and work with the implementation teams and VA Management Teams to promote maximization of the Patient Aligned Care Team.

Ready to Go

Mullahy & Associates, LLC has a

VA Statement of Work to support this program and has been vendorized which will shorten the usual procurement process!

A Partnership for Improved Outcomes

We look forward to discussing possible programs with you as you…

• Implement the PACT

• Identify & measure outcomes for care coordination and case management

• Prove great patient centered outcomes

A Partnership That Works!

Mullahy & Associates, LLC82 Main Street, Suite 300Huntington, NY 11743Phone: 631-673-0406Emails: cmullahy@mullahyassociates.comjeanne.boling@gmail.com

Best in Class Case Management

Your thoughts…….

How can we best serve YOU?