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Patient-Centric Care Management is a Strong Strategy

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Care management is an important field in healthcare that ensures cost-effective, timely, and personalized care. Essentially, it gets the right care to the right patients at the right time. An effective care management system is defined by three components:

The fundamental of patient-centered care: understanding each patient’s individual needs, developing relationships with them, and providing tailored care.
The technology to deliver real-time data and support the workflows and processes of care management teams.
A culture of continuous improvement integrated throughout the organization. A care management platform must be supported by best practices, analytics, and adoption to lead and sustain outcomes improvement.

This article explores the principles of good care management through these components, and through the eyes of a physician who understands the powerful impact of treating patients with one-to-one care.

Published in: Healthcare
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Patient-Centric Care Management is a Strong Strategy

  1. 1. Patient-Centric Care Management is a Strong Strategy ̶̶ Dr. Bill Knowles
  2. 2. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient-Centric Care Management Formalizing care management is an important contribution to a culture of quality healthcare. This field integrates vital aspects of quality management in healthcare, such as quality planning, assurance, and monitoring processes. It is exemplified through a culture of continuous improvement and supported by a technology platform specifically designed for the task.
  3. 3. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient-Centric Care Management Care management establishes criteria to identify persons with a high risk for serious medical problems who could benefit from interventions by a good care management team. These trained teams address the needs of their assigned patients and build relationships of trust and communication with patients and their families, as well as with their healthcare providers and staff. This is the critical component of patient-centric care management.
  4. 4. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. A Culture of Continuous Improvement While care management is a specific example of a field that contributes to a foundation for quality healthcare, every healthcare organization needs an underlying structure for continuous improvement and success. Health Catalyst promotes the import- ance of three systems that lead to outcomes improvement: • Best Practice • Analytics • Adoption
  5. 5. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. A Culture of Continuous Improvement Texas Children’s Hospital (TCH), used this model to achieve remarkable improvements in various areas. TCH saw impressive results in its diabetic patient cohort, including a significant decrease in the percent of patients with recurrent diabetic ketoacidosis encounters. Texas Children’s has developed a strong quality culture, promoted by its quality department and other executives and staff throughout their governance structure.
  6. 6. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Care Management Technology Technology to facilitate the functions and processes of care management is becoming more and more essential to ensuring timely and quality healthcare for all patients. Health Catalyst’s Care Management Suite is one example of a technology platform that supports the objectives of care management teams, and contributes to an overall culture of quality in the healthcare arena.
  7. 7. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient Case vs. Patient Centered A persistent, patient-centric focus is one of the most significant capabilities behind appropriate care management. Yet there is an ease with which we lose this focus. Consider the contrasting styles of two physicians working within the same healthcare system:
  8. 8. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient Case vs. Patient Centered Brilliant neurosurgeon in top hospital system: • Highly skilled in surgical abilities • Quickly worked through procedures • Generous and patient with peer teaching • Poor bedside manners with patients • Limited in patient communication
  9. 9. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient Case vs. Patient Centered Internal medicine practitioner in same system: • Well developed people skills • Outstanding clinician • Physician of choice by other physicians • Strong patient advocate • Effective communicator • Trusted by patients
  10. 10. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient Case vs. Patient Centered It should be no surprise that the internist with better patient communication skills had a significantly greater impact on patient’s quality of life. In one terminal case ̶ a patient with metastatic cancer in the lymphatic system, the patient’s last few days were improved by the doctor’s continuous follow-up and solid care management principles.
  11. 11. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Above All, a Patient-Centric Focus No combination of methods, tools, and techniques is complete without the essential principle of a patient-centric focus throughout. This focus empowers the healthcare professional to leverage available resources in a manner best suited for each patient’s well-being. This includes bridging cultural and language barriers that can impede outstanding treatment to meet the patient’s needs.
  12. 12. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Above All, a Patient-Centric Focus There are significant challenges presented by differences in culture and language. An English-speaking patient, for example, may understand the medical term “scapula,” but most likely calls it a “shoulder blade.” Likewise, it is common to hear the Spanish word “paleta” among Spanish-speaking natives, rather than the words “escápula” and “omóplato,” which are the more educated terms.
  13. 13. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Above All, a Patient-Centric Focus Similarly, the culture where one practices, influences how one practices. For example, legal pressures in the U.S. promote a significant overutilization of lab tests. In Mexico, socioeconomic conditions discourage ordering any but the most essential lab tests. Instead, the culture promotes a greater dependency on the clinician’s ability to do quality histories and physicals to arrive at a precise diagnosis and treatment plan. Neither approach is ideal but in a patient-centric world, the patient’s needs predominates.
  14. 14. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Care Management Requires a Multi- Dimensional Approach The basics of care management include both complex and simple requirements: • A culture of continuous improvement • A technology platform to support this culture • Care management teams that put the patient at the center of everything
  15. 15. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Care Management Requires a Multi- Dimensional Approach In her book on preparing for the PMP Exam, Rita Mulcahy wrote that quality is the degree to which requirements are fulfilled. If we are to nourish a culture of continuous improvement in healthcare, then we must keep a patient-centric focus by always fulfilling patients’ requirements. This cannot be achieved immediately, but it can come through cycles of continuous improvement at both individual and organizational levels.
  16. 16. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Care Management Requires a Multi- Dimensional Approach Now we have the technology platform—the EDW and specific applications—to assist care management teams with a data-driven structure for navigating this new field. It is exciting to see the progress already being made toward having this patient- centric culture of quality permeate all facets of healthcare, and to be a participant together with many others in striving toward this great achievement.
  17. 17. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. For more information: “This book is a fantastic piece of work” – Robert Lindeman MD, FAAP, Chief Physician Quality Officer
  18. 18. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. More about this topic Link to original article for a more in-depth discussion. Patient-Centric Care Management Is a Strong Strategy How Patient-Centered Care Turns Patients Into Leaders Kathleen Merkley, DNP, APRN, Sr. VP Clinical Improvement Line Why a Patient-centric Approach Is Best: Stories from a Physician Dr. Bill Knowles, Senior Director of Client Engagement Population Health Management: Implementing a Strategy for Success (white paper) Dr. David Burton, Former Executive Chairman Population Health Management: Systems and Success Health Catalyst Moving Healthcare Outcomes Improvement Projects to the Finish Line Dr. Bill Knowles, Senior Director of Client Engagement
  19. 19. © 2016 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Dr. Bill Knowles has a unique background to support the vision to transform healthcare through the application of relevant experience, processes, and technology. His certifications as a physician, certified Oracle developer, and project management professional (PMP), combined with the years of experience he has working in these areas, have formed a strong foundation for achieving success in Life Science programs and projects. Bill has established and been the director of several project management offices, in addition to being a project management team lead and senior technical consultant. He has travelled to domestic and international client sites to lead software implementations, and has years of experience providing program and project management, as well as technical and clinical registry guidance, mentoring, and training to healthcare professionals and support staff. Bill has been a senior director of client engagement at Health Catalyst since 2014, and he is fully bilingual in English and Spanish. He also is a graduate of the accredited Health Catalyst University Accelerated Practices Program, which trains professionals in the acceleration of outcomes improvement. Other Clinical Quality Improvement Resources Click to read additional information at www.healthcatalyst.com

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