Patient Centered Pilot Projects
In January 2010, the San Francisco Health Plan (SFHP) launched two learning collaboratives aimed at improving two key dimensions of the patient experience: timely access to care and provider and staff communication with patients.
The access collaborative “Optimizing the Primary Care Experience (OPCE)” focused primarily on improving access to primary care appointments. The second collaborative “Patient-Centered Communication (PCC)” focused on enhancing the provider/staff patient relationship so that patients become partners in their healthcare and ensure their most important concerns are addressed during their visit.
Participating clinics used the Model for Improvement (Plan, Do, Study, Act) to test, implement and spread changes shown to be effective in other communities. They adapted the changes and developed corresponding tools to fit their unique clinic environments. A coach, experienced in quality improvement methodology and measurement, was assigned to each clinic to assist them in using the Model for Improvement to achieve measureable outcomes. Continuous measurement and feedback was central to both projects, allowing clinics to implement tests of change, use data to measure impact, and adjust the intervention to ensure improvements on their measures.