2014 VA Best In Class CM For Pact Implementation Options

1. Best in Class Case Management
Training Options
The Patient Aligned Care Team
Catherine M. Mullahy, RN, BS, CRRN, CCM
Jeanne H. Boling, RN, MSN, CCM
Mullahy Associates LLC
82 Main Street, Suite 300
Huntington, NY 11743
(631) 673-0406
www.mullahyassociates.com

2. Catherine Mullahy & Jeanne Boling

3. CV Highlights
Catherine M. Mullahy, RN, BS,
CRRN, CCM
National/International Speaker &
Consultant on Case Management
Author, The Case Manager’s Handbook,
Fifth 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

4. 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/Native Americans
Other healthcare systems

5. Mullahy & Associates Recent History
• 2009-2014
– Veteran’s Administration
• Miami
• Atlanta
• Columbia
• Birmingham
• Los Angeles/Long Beach
• Las Vegas
• Loma Linda
• Nashville
• Puerto Rico
• Salisbury Homeless Program
• San Diego
• National OIF/OEF Case Load Consultants
• Dedication to customizing the programs
specifically for the VA

6. Mullahy & Associates Recent History
Best in Class Case Management Group
San Diego Veteran’s Administration

7. Mullahy & Associates Recent History
Best in Class Case Management Homeless Population
Salisbury Veteran’s Administration
• Best in Class Case Management VA
Homeless Population

8. Mullahy & Associates
• M&A Client
– Indian Health Service
• 2000
• 2001
• 2005
• 2009
• 2010
• 2011
• 2012
• 2013
• Dedication to consulting/customizing the
programs specifically for the Indian Health
Service and Native Americans

9. Mullahy & Associates
• M&A Client
– Best in Class Case Management
– The Business of Case Management
– Direct to Consumer Case Management
– Managing Case Management
for Gannett Corporation, publisher of USA Today
• 2008
• 2009
• 2010
• 2011
• 2012
• 2013
• 2014

10. Mullahy & Associates
M&A Designated Educational Partner with the
Commission for Case Manager Certification
for the exclusive
“CCM Certification Workshop”
•2012
•2013
•2014

11. Mullahy & Associates
“CCM Certification Workshop”
Includes:
•The Case Manager’s Handbook, Fifth Edition
•A Workbook with All Slides Plus Resources
•A CCM Practice Exam
•The e Managers Body of Knowledge( CMBOK)

12. Mullahy & Associates
CCM Certification Workshop
•“Excellent speakers! Providing excellent resources! Clarifying
roles of a case manager!”
•“Thank you so much. This course helps me feel more confident
in studying/preparing for certification. My job in no way provided
me with everything I need to know on a daily basis. This course
has greatly enhanced my job knowledge.”
•“I passed the exam! Thank you so much for the class! It was a
lifesaver!”

13. Mullahy & Associates
The Case Manager’s Handbook, Fifth Edition,
2014
Includes Web-Based Student Study Guide
for mastering the content
•Amazon - Kindle Edition (Not a hardcover
book)
•CourseSmart.com - Digital edition. 180 Day
Rental (Not a hardcover book)
•Google Play - Digital edition (Not a hardcover book)
•CafeScribe - Digital edition (Not a hardcover book)
•Kno - Digital edition for rental or purchase (Not a hardcover
book)

14. Mullahy & Associates
“Best in Class Case Management”
Seminar
On DVD ( Winner of the
Prestigious Case in Point
Platinum Award

15. Mullahy & Associates
Please visit our YouTube Video featuring
the Mullahy & Associates Best in Class
Case Management Program at the
following link….
http://www.youtube.com/watch?
v=BbUIzmxNbsY&feature=digest_mon

16. Mullahy & Associates
Our programs train participants to meet
specific VA Organizational Goals.

17. 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:
oCommunication
oTeamwork
Improve Processes:
oVisit work
oNon-visit work
Care Management & Coordination
Focus on high-risk pts:
oIdentify
oManage
oCoordinate
Improve care for:
oPrevention
oChronic disease
Improve transitions between PCMH
and:
oInpatient
oSpecialty
oBroader 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

18. Practice Redesign
Redesign team:
oRoles
oTasks
Enhance:
oCommunication
oTeamwork
Improve Processes:
oVisit work
oNon-visit work
Care Management & Coordination
Focus on high-risk pts:
oIdentify
oManage
oCoordinate
Improve care for:
oPrevention
oChronic disease
Improve transitions between PCMH
and:
oInpatient
oSpecialty
oBroader 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
Functional
Statements for
Case & Care Mgrs

19. Best in Class Case Management:
Winner of Platinum Award
presented at the National Press Club

20. 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
• Best in Class Case Management—VA Homeless Population
• 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

21. 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.

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

23. 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

24. 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

25. • 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.

26. A Partnership for Improved Outcomes
We look forward to discussing possible
programs with you …

27. Best in Class Case Management for the VA PACT
2 Day Program
– The Cornerstone of the Programs
– Includes Workbook and Discounted Fifth 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

28. 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

29. 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

30. Interactive Learning
Experiences
Columbia SC VA October, 2010

31. 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

32. The VA PACT: From Concept to Reality
1 Day Program
Schedule and Course Content - Day 1
7:30 AM Registration
8:00 AM Introductions
8:30 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 Break
9:45 AM Case Management: The Standards of Practice, Work Format and Process Applied
11:00 AM Case Manager and Care Manager Functional Statements and Competencies
Required
11:45 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, Documentation
1:30 PM Legal and Ethical Issue Overview for a Case Management Program
2:30 PM Positive & Productive Communications Between CM & Provider, CM &
Administration, CM & Patients…the ongoing collaborative team.
3:00PM Break
3:15 PM Demonstrating Value….Patient Outcomes Utilizing Community and VA
Resources….Resources available to and through Case & Care Managers
3:45PM Case Studies…Provider, Care Manager & Case Manager work together as a team
on each of these
4:30 PM Summary Q&A
5:00 PM Adjournment

33. 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

34. Options for Consideration
VA 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

35. 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.

36. 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.

37. 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.

38. 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.

39. 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.

40. 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!

41. 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

42. A Partnership That Works!
Mullahy & Associates, LLC
82 Main Street, Suite 300
Huntington, NY 11743
Phone: 631-673-0406
Emails:
cmullahy@mullahyassociates.com
jeanne.boling@gmail.com

43. Best in Class
Case Management
Your thoughts…….
How can we best serve YOU?