Patient EngagementState of Reform, Spokane 2015

2CAPG: Who We Are

• Nonprofit Trade Association

• CAPG is the “Voice of Organized Medicine”

• Committed to the delivery of coordinated, quality, affordable, and accessible healthcare

• Advocacy, Training & Education, Workgroups & Committees

CAPG Members 39 States, DC, Puerto Rico and growing

Positive Outcomes of Patient Engagement

• Improved Retention

• Impact on Patient Choices for Self-care

• Improves Cost

• Improved Quality of Life

• Triple Aim

4

Examples

• Electronic Communications: text, patient portals, emails– HIPPA concerns– Integrated into EMR/Other records

• High Touch: one hour wellness exam, proactive outreach for prevention, care management

• Group programs: fitness, clubs, social programs

• Traditional - Introductory letters for ACO or Managed Medicaid: new relationship for patient and physician

5

CAPG SOE program – Domain 4 Patient Centered Care

• Direct Patient Electronic Communication: Do patients have access to HIPAA compliant, secure, electronic pathway to practitioner offices?

• Timely Access: Does your physician organization survey or monitor appointment availability for your practitioners on at least an annual basis?

– "Secret shopper" calls– Periodic physician organization inquiry, annual or more frequently– Office manager attestation– Post‐visit patient satisfaction survey, etc.– Reporting channels for this information within the physician organization

• After‐Hours Convenience Services And Urgent Care Connectivity

• Culture & Language

• Home Supports

• Shared Decision Making

6

Questions?

Lura Hawkins, MBA

Director of Member Services

lhawkins@capg.org

(213) 239-5046

7