HomeWhat's NewThe Patient's Point of ViewPatient Panel Highlights Priority Health Learning Collaborative

Patient Panel Highlights Priority Health Learning Collaborative

Patients share experiences and provide specific examples of the changes they've noticed since practice transformation began

Patient panel members, including Juan Mascorro, sit on the Patient Panel in front of the audience at the Priority Health collaborative to share their thoughts with providers and staff members.

Grand Rapids, MI — The Prince Conference Center in Grand Rapids, Michigan was filled on April 20th with conversations from over 200 doctors, nurses, office managers and staff all involved in the Priority Health PCMH Pilot. They were gathered together for a TransforMED learning collaborative and to share their thoughts and experiences on a range of PCMH topics. This collaborative however was going to be a bit different. For the first time, providers were set to hear feedback from their patients, live and in person.

The room fell silent for a moment as the 11 patients from various practices in the PCMH pilot, slowly rose and took their seat at the front of room, ready to share their feedback of the care they've received over the past year

"I found the patient panel discussion very enlightening and I found it interesting that patients from such a variety of practices all found things they liked about the ‘new PCMH approach,'" said Mark Stid, M.D. of LHP-South Washington Family Medicine. "Most surprising and gratifying was hearing from the patient panelists that most of them had indeed seen improvements over the last year as their doctors' offices transformed to medical homes. Sometimes we are too close to the problems and solutions to see any significant changes, so it was nice to hear there has been progress."

The questions were asked by both TransforMED and the audience. Some questions discussed by the patients included:

• What does being a partner in your care mean to you and how do you feel empowered as a patient?
• What is important to you as a team member at your practice? Do you get information that is valuable?
• Are you able to communicate honestly with your PCP and other members at the practice?
• Have you seen any change in your practice over the past year to become more patient centered?

One of the patients, Juan Mascorro responded to the topic of "What is important to you about your relationship with your provider", by stating "For me it is important to interview the physician. Your relationship with your provider is a ‘working relationship' so you should feel empowered as a patient to find the right provider fit." With regard to where the practice could improve, Mascorro responded by saying, "there should be more communication among staff. If something comes up, I want them to be on the same page. In my job we have little huddles. What about having a medical huddle?"

The audience had positive feedback and thoughts regarding the patient panel. From comments that the patients' perspectives were enlightening, to noting changes that should be made when the staff and providers returned to the practice, such as making patients aware of the practice's mission and vision statements. The panel proved valuable for all those in attendance.

"The patient panel discussion was a very valuable – and timely – contribution to the journey of the TransforMED practices," said Mindy Olivarez, Senior Program Manager, Patient-Centered Care at Priority Health. "They've all been working so hard to redesign their practices. This feedback let them know they are on the right path. It is also timely in that it seemed to help refocus efforts - at the end of the day it's about the patients; therefore patient feedback is crucial. It's a testament to the work of the practices when their own patients took time to share their experiences and provide specific examples of how they recognize changes benefitting them since practice transformation began."

Staff members from Priority Health Pilot practice's participated in a skit on "Good Huddles" versus "Bad Huddles". The group demonstrated to the audience what an effective huddle should look like in their practice.

Not only did the patient panel prove to be a success that evening, but providers planned to return to their practice and implement Patient Advisory Groups. Teresa Osborne, M.D. of MMPC commented, "I really liked the patient panel. Privately, several patients gave me even more input, which was appreciated. I would like to be able to do this more." Practices in the Priority Health pilot have since begun implementing advisory groups in their practice to get more feedback from patients and continue to increase patient engagement. In addition, the patient panel and creation of advisory groups leads to a deeper sense of patient engagement. "The patients were very appreciative of the chance to participate," commented Osborne.

The overall consensus of the evening was the realization that patients should be heard from with regard to their care, their relationship with their provider and their experiences at the practice. "I think that hearing what the patient wanted was important because we heard their side and they were able to hear our side of the story," said Abby Wolters, Medical Office Secretary at Kentwood Family Practice.

"The patient panel provides a venue for patients to share their thoughts and experiences with the practice team," said Megan Rackish, TransforMED Practice Associate. The patient panel creates an opportunity and safe setting for patients to share their thoughts and in turn providers are able to ask questions. The most important aspect of the patient panel is the excitement it generates to segue to creating an advisory group in the practice to encourage further patient engagement and patient centeredness."