HomeMy WebLinkAboutMINUTES - 01141997 - P2 PZ
TO: BOARD OF SUPERVISORS
FROM: William Walker, M.D., Health Services Director . _-JF-. ;. Contra
_ Costa
DATE: January 2, 1996 County
r
SUBJECT: Patients' Choice Appointment System
SPECIFIC REQUEST(S)OR RECOMMENDATION(S)&BACKGROUND AND JUSTIFICATION
RECOMMENDATION:
RECOGNIZE the Patients' Choice Steering Committee for outstanding efforts in design and implementation
of the Patients' Choice program.
BACKGROUND:
In February, 1996 the Health Services Department was faced with two compelling issues: 1) Medi-Cal
Managed Care was targeted to begin in July, presenting the department with the challenge of maintaining
Medi-Cal market share; and 2) within the Hospital and Health Center Division of the Department, a major
transformation of the ambulatory care system was critical to improving patient satisfaction. It was widely
recognized within the Health Services Department that patient satisfaction with our ambulatory care system
was a key element to our ability to maintain current market share and be successful in a competitive
managed care environment. Finding from a patient survey indicated that three of the top four priorities for
improvement identified by patients related to access to care. Specifically, patients wanted better access to
short notice appointments with primary care providers.
Over a four month period, the Patients' Choice Steering Committee designed and implemented an
unprecedented transformation in the ambulatory care system. This program called Patients' Choice began
on July 8, 1996. It is designed to improve patient access in family practice and pediatric clinics and improve
the likelihood that patients see their own primary care providers. The program is based on the theory that
demand for same day appointments is predictable. By providing a sufficient supply of appointments to meet
that demand patients requests for services will be met and patient satisfaction will increase.
The foundation of the Patients' Choice program is re-designed family practice profiles with 62% same/next
day appointments (in contrast to 11%same/next day appointments prior to implementation)which are given
out upon patient request. This new program necessitated a major culture shift for both staff and patients.
Patients' Choice places more responsibility on patients while providers and nurses shift their belief system
to accept that patients will make their own appointments at the appropriate intervals.
Some of the keys to implementation success included organizational commitment to the program, extensive
communication between.the planners and stakeholders and flexibility to make program modifications based
on staff input. Results thus far include; 15%reduction of Emergency Department utilization; more than 50%
reduction in broken appointment rates; and decrease in waiting time for patients to be seen by their provider.
The Patients' Choice Steering Committee is in the process of analyzing survey data to evaluate staff and
patient perceptions of the program.
Patients' Choice received Top Honors/Management Excellence Award by the California Association of
Public Hospitals in December.
FISCAL IMPACT:
None
CONTINUED ON ATTACHMENT: NO SIGNATURE: (�
RECOMMENDA ION OF COUNTY TARTOR RECOMMENDATION OF BOARD COMMITTEE
APPROVE _OTHER
SIGNATURE(S):
ACTION OF BOARD ON January 14, 1997 APPROVED AS RECOMMENDED X OTHER
VOTE OF SUPERVISORS
I HEREBY CERTIFY THAT THIS IS A TRUE
X UNANIMOUS (ABSENT ) AND CORRECT COPY OF AN ACTION TAKEN
AYES: NOES: AND ENTERED ON THE MINUTES OF THE BOARD
ABSENT: ABSTAIN: OF SUPERVISORS ON THE DATE SHOWN.
Contact Person: Julie Kelley 370-5056
CC: Health Services Administration ATTESTED January 14, 1997
PHIL BATCHELOR,
CLERK O/FF THE BPkRD OF SUPERVISORS AND COUNTY ADMINISTRATOR
BY v• ' DEPUTY