Downtown Health Plaza of Baptist Hospital Mission Statement

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Downtown Health Plaza of Baptist Hospital Mission
Statement The Downtown Health Plaza is committed
to providing quality and compassionate care to
all we serve.
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In Forsyth County the percent of people below the
poverty level has increased over the last five
years from 9.9 in 2002 to 13.9 in 2007.
Twenty-two percent of people under the age of 18
live in poverty, and 25.7 of children under age
5 do as well.
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FY 09 ADULT MED OB/GYN PEDS
Personal Pay 9,030 35.0 10,381 53.4 547 3.4
Medicaid 6,602 25.6 7,638 39.3 14,420 90.1
Medicare 7,797 30.2 315 1.6 3 0.0
Managed Care 2,369 9.2 1,096 5.6 1,029 6.4
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WHEN YOU ARE WELL Downtown Health Plaza will
help you - - - Manage chronic
diseases Diabetes Asthma Hypertension Rece
ive preventive and diagnostic services Annual
physical exam Immunizations Blood and urine
tests Pap Smears Mammograms Obtain
prescriptions Referral to specialists Support
and Information Educational materials Support
groups Answer questions
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Downtown Health Plaza Services On Site
Pharmacy On Site Laboratory On Site
Radiology Financial Counselors Spanish-Language
Interpreters Specialty Services On Call Services
24/7 Ob/Gyn Pediatrics CareNet Pastoral
Counselors
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Toward Higher-Performance Health Systems Adults
Health Care Experiences In Seven Countries,
2007 Schoen et al. Health Affairs 2007.

• METHODS - Telephone survey of adults in 7
  countries, using the answers to 4 questions
• (1) the adult has a regular doctor or place of
  care
• (2) doctor(s)/staff always or often know
  important information about the patients medical
  history
• (3) the place is easy to contact by phone during
  regular office hours
• (4) the doctor/staff at the source of care always
  or often help coordinate care received from other
  doctors or sources of care.

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Toward Higher-Performance Health Systems Adults
Health Care Experiences In Seven Countries,
2007 Schoen et al. Health Affairs 2007.

• RESULTS
• The USA stands out for cost-related access
  barriers less-efficient care.
• 75 of adults viewed having a source of care that
  knows them and helps coordinate care as very
  important.
• Having a medical home was associated with less
  difficulty accessing care after hours, improved
  flow of information across providers, a positive
  opinion about health care, fewer duplicate tests,
  and lower rates of medical errors.

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CHARACTERISTICS OF A MEDICAL HOME Accessible Fami
ly-Centered Thorough Continuous Coordinated Cultur
ally Competent
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What Patients with Chronic Illnesses Need

• A continuous healing relationship with a care
  team and practice system organized to meet their
  needs for
• Effective treatment (clinical, behavioral,
  supportive)
• Information and support for their self-management
• Systematic follow-up and assessment tailored to
  clinical severity
• More intensive management during high risk
  periods
• Coordination of care across settings and
  professionals

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Standards and Guidelines for the
Patient-Centered Medical Home

• 1 Access and Communication
• 2 Patient Tracking and Registry Functions
• 3 Care Management
• 4 Patient Self-Management Support
• 5 Electronic Prescribing
• 6 Test Tracking
• 7 Referral Tracking
• 8 Performance Reporting and Improvement
• 9 Advanced Electronic Communication

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PPC 1 Access and Communication - The practice
has standards for access to care and
communication with patients, and monitors its
performance to meet the standards
YES NO N/A
1. Scheduling each patient with a personal clinician for continuity of care X
2. Coordinating visits with multiple clinicians and/or diagnostic tests during one trip X?
3. Determining through triage how soon a patient needs to be seen X
4. Maintaining the capacity to schedule patients the same day they call X
8. Providing urgent phone response within a specific time, with clinician support available 24 hours a day, 7 days a week X
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YES NO N/A
9. Providing secure e-mail consultations with physician or other clinician on clinical issues, answering within a specified time X
10. Providing an interactive practice Web site X
11. Making language services available for patients with limited English proficiency X
12. Identifying health insurance resources for patients/families without insurance. X
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The Adult Medicine Clinic staff also presented a
poster at the United Healthcare Consortium (UHC)
conference on the use of the iPod touch to
enhance patient education, improve patient flow,
and address educational needs of complex
patients. Audio/Video educational modules about
such topics as warfarin therapy, diabetes,
inhaler techniques, and test preparations have
been developed and implemented by the staff.
Patient response has been positive, and many
older adults have been intrigued by the use of
handheld devices.
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Future Plans
National certification as a Patient-Centered Medical Home
Possible extended clinic hours for primary care.
Offer improved patient access with modern technologies such as internet use or texting Trials planned for 2010.
Community Garden Project Partnering with Goler CDC and Goler Manor Apartment residents to promote healthy eating and community activity.
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Continued Challenges
Growing number of working families without access to affordable health insurance
Assuring mental health follow up for the 15 Medicine patients with severe psychiatric issues
Patients' ability to access needed medications
Increasing cost of healthcare
Increase in Forsyth citizens living in poverty with no insurance
Growth rate of Hispanic population and resulting language, cultural issues