Participants in the PRIDE workshop will delve into what is meant by “quality customer service” in their own industry. For example what is the difference between meeting a customer’s basic needs and completely fulfilling their expectations? The answer can be found in our model called the Circle of Service.
Also, the workshop will explore what is meant by “moments of truth.” These are those moments at which customers interact with employees and form an opinion about the organization. How can negative moments of truth be converted to positive ones?The National Center has determined that the economic impacts of “typical rural health services,” (i.e., critical access hospitals, rural primary care physician, rural general surgeon) are useful to local, regional, and/or national policy makers. Policy makers can utilize the data resulting from this research to estimate the impact of adding or expanding nursing homes in rural areas. The economic impact of a typical nursing home, specifically, will include several scenarios based on nursing home beds and nursing home staffing levels.
The economic impact of a “typical” rural nursing home is not designed to replace the need for the actual, specific impact of a particular rural nursing home. The economic impact of a specific nursing home or a group of specific nursing homes can be determined, utilizing the data and multipliers specific to the rural community. This methodology is also available from the National Center.In this environment, it is increasingly important to have have open dialogue about how to care for patients in our communities. To do that successfully, providers have to know their numbers. Otherwise the dialogue descends into unproductive finger-pointing and incorrect perceptions about other providers.
We will provide participants key metrics to measure and tips and best practices for managing the dialogue, leading community providers to better integration. In addition, we will focus on components of an effective community-integrated case management process, including tools to improve knowledge of post-acute care settings.Session Description
Oklahoma features a new model of Information Exchange, Coordinated Care Oklahoma (CCO) a member owned Not-for-Profit Health Information Organization (HIO) operating as a Managed Service Organization (MSO) to facilitate clinical efficiencies across multiple clinical workflows including acute care and post-acute care patients cared for across a consortium of providers and Health Systems.
CCO is built with member funding and support to bring the healthcare community relevant technologies designed for the Healthcare community based on tested Use Cases at a reasonable cost. CCO’s primary focus is on improving provider handoffs to adjacent organizations for effective patient care via improved transition of care services.
CCO is looking forward to offering healthcare technologies to healthcare organizations small and large.
CCO will be offering a Global Medical Record Service (formerly known as Health Information Exchange, or HIE service) with service offerings for small physician offices, clinics, health systems, LTPAC services to connect to other Health Information Exchanges and healthcare organizations regionally.
Oklahoma will showcase a unique HIE designed with the help of true clinicians from all levels making it adaptable to a wide variety of care settings including the LTPAC spectrum, offering customizable views, different levels of integration and implementation as well as transitions of care services based on the tremendous success from the ONC Oklahoma Challenge Grant, with a unique view and goal towards care coordination for all settings.
Session Description
This presentation is centered on a pilot project in Texas County between the Oklahoma Health Care Authority (OHCA), Oklahoma Commission on Children and Youth (OCCY), and community partners concerning Access to Care and would be presented as a “lessons learned” session for communities looking to take the first steps in improving their healthcare access within their community. This presentation will highlight the steps taken to create committees that could focus on the barriers and develop solutions to allow those living in Texas and surrounding counties better access to healthcare, and ultimately to improve their health outcomes. This strategy includes the exploration of bringing a Federally Qualified Health Center to the area, solving transportation issues, increasing dental services in the area, and more.
The panel will include a representative from OHCA, OCCY, the Access to Care coordinator hired by the grant, and a community partner. Each panelist brings a separate perspective, but can also address the importance of community-wide collaboration in improving the health care available in rural areas. As a team they would discuss the different types of partnerships and how roles and responsibilities are divvied up between the groups. In addition, they can describe the teams they have in place and how they determined its relationship to the others and the appropriate personnel for each. Along with the qualitative information, the panelists will be able to provide the logistical steps to creating a support system for the team’s goals.