• Introduction: Sustaining Quality Improvement 
• Patient Self-Management 
• Practice Culture/Teamwork 
• Workflow Redesign 

Overview

In 2001, the Institute of Medicine report entitled Crossing the Quality Chasm identified patient-centered care as one of the six pillars for an outstanding healthcare system.  Measures of patients’ care experiences such as communication quality, coordination of care, access and continuity have been shown through a large body of research studies to be important determinants of clinical outcomes such as patient adherence and improved health as well as business outcomes such as patient retention and reducing malpractice liability. With the growing interest in the Medical Home model for the delivery of primary care as well as the increasing use of patient experience measures as important quality indicators for pay-for-performance programs and physician re-certification, improving the patient-centeredness of care delivery is rapidly becoming an imperative for many office practices.

To develop a successful patient centered quality improvement initiative physicians and organizations need to begin with the right tools and resources.  These four modules introduce users to key concepts for effective change including, workflow redesign strategies, creating efficient and effective teams, core competencies for the physician-patient relationship, and ways to sustain the changes.

Improving the Patient Experience and Clinical Outcomes in the Office Practice Setting is jointly sponsored by the Massachusetts Medical Society and Massachusetts Health Quality Partners in collaboration with Masspro, the Healthcare Quality Improvement Organization for Massachusetts. The series of four modules were developed from a sequence of three live programs and several audio conferences designed for physician practices participating in the Clinical and Patient Experience Collaborative- Improving Diabetes Outcomes project.  The Collaborative developed an innovative approach to improving both clinical quality and patient experience in the physician office practice by integrating improvement curriculum around patient experience domains with some of the newly developed and existing approaches to clinical care management.  

Each module focuses on one aspect of the curriculum.  The introduction module must be completed as a prerequisite to the remaining three modules, which can be reviewed individually to provide a targeted education, or as a series of educational opportunities that provide an overall project outline for integrating clinical and patient experience tactics in your practice. 

Utilizing audio and slides you can experience a fusion of the various presentations that center on sustaining quality improvement, patient self-management, practice culture/team and workorkflow redesign.  Additional resources enhance your ability to implement these strategies within your practice.

For more information on the Massachusetts Medical Society go to www.massmed.org.
For more information on Massachusetts Health Quality Partners go to www.mhqp.org.
For more information on Masspro go to www.masspro.org

Instructions for CME

1. Select the module below (The Introduction* is a prerequisite for the other modules)
2. Review the information on each module overview page which includes the learning objectives and faculty disclosures
3. Listen to all presentations in each module session and read the associated course pages
4. Complete each CME exam
5. View/print your certificate

Module Overview

*Introduction Module: This program outlines the steps and tools that can be used to begin working on and sustaining a quality improvement initiative.  The fundamentals required in planning for your improvement goals are discussed.  The PDSA-SDSA Cycle* for Learning and Improvement is explored.  Model surveying tools are provided.  Principles and tactics for sustaining and spreading improvement changes are outlined and discussed.
*PDSA: Plan, Do, Study, Act; SDSA: Standardize, Do, Study, Act

Patient Self-Management: This program is devoted to understanding how to incorporate self management strategies in your practice to improve your patients’ outcomes. Self-management is reviewed and defined. Key strategies are outlined. You will learn the components required for effective patient self-management, including core clinical competencies.

Practice Culture/Teamwork: This program deals with the concept of teams within the practice environment. The anatomy of a team is reviewed. Definitions of teams are explored, including team-based care and office personnel. Effective team meeting structures are outlined.  You will develop an understanding of the concepts that make a team work including the development of clear roles and consistent policies.

Workflow Redesign: This program sets a foundation for practices to consider avenues to operate more efficiently.  Workflow changes are outlined, including how patient self-management strategies are part of your workflow. You will explore technology implications and opportunities it provides to improve your practice.

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Contact Us

Contact us at continuingeducation@mms.org or (800) 322-2303, ext. 7306. Massachusetts Medical Society, 860 Winter Street, Waltham, MA 02451.