Our firm managed qualitative observations and random patient surveys to develop an implementation plan to lead the client towards recognition as a patient-centered medical home.
The Client's Challenge:
A federally qualified health center (FQHC) experienced noticeable reductions in patient visits and apparent operations inefficiency became evident.
Assess status and develop plans to make application for patient-centered medical home (PCMH) recognition; train key providers and staff on PCMH initiatives; and develop an implementation plan that leads to client recognition as a PCMH.
Quality observations identified that there was a perceived difference in how minority, ethnic, and certain socio-economic levels of patients were served at one location, which may have been due to an inherent cultural bias. Random surveys indicated patients' complaints of poor customer service and "staff attitudes."