Bringing together the power of the electronic health record system, Kaiser Permanente HealthConnect, and the care management outreach approach that empowers clinicians and staff to better utilize the one-on-one time they have with each patient, Complete Care includes the practice of "Proactive Office Encounters (POE)."
"Proactive Office Encounters ensure that no matter where patients access care, we are able to address all of their health care needs through a personalized, evidence-based approach. Our goal is to help patients get and stay healthy," said Dr. Kanter.
The POE involves all health care team providersphysicians, receptionists, medical assistants, nurses and pharmacists -- to address patient needs. Using electronic checklists customized to each patient, support staff is able to proactively identify "care gaps" such as the needs for screenings and other preventive care. Caregivers proactively contact patients to encourage them to address these gaps.
During these conversations, clinicians help patients schedule preventive care screenings, provide medication adherence and health education information, and remind them to keep the follow up appointments that will help them achieve their own best health. Bringing the entire care team into this process has improved the consistency of preventive care, the quality of chronic conditions care, and reliability of staff support for physicians. It also motivates staff to respond while they have the attention of a receptive patient.
Over the past six years Kaiser Permanente has shown steady improvement in its quality scores as reported by the Healthcare Effectiveness Data and Information Set (commonly referred to as HEDIS), a set of 51 publicly reported quality metrics. Specifically, in Southern California, Kaiser Permanente improved an average of 13 percent as compared to 5.5 percent for the average health plan, ac
|Contact: Joshua Weisz|