Editor's Note: which features contributions from members of the medical community. These blogs are an opportunity for bloggers to engage with readers about a topic that is top of mind, whether it is practice management, experiences with patients, the industry, medicine in general, or healthcare reform. The series continues with this blog by Lori E. Rousche, MD, a family physician in Souderton, Pennsylvania. She is also the hospice medical director for Grand View Health in Sellersville, Pennsylvania. The views expressed in these blogs are those of their respective contributors and do not represent the views of or UBM Medica.
As mentioned in a previous blog, the arrival of Comprehensive Primary Care Plus (CPC+), the new model for primary care in America, has contributed to significant changes in the roles of our employees. The job descriptions for both the clinical and the administrative staffs have been modified to include new and different responsibilities. These metamorphoses are allowing for better, more individualized care for our patients and for enhanced outreach to people. The front staff plays an integral role in providing this improved care.
FURTHER READING: Dipping a toe into the world that is CPC+
The front staff is the initial voice a patient hears upon calling the office. If a patient is enrolled in our chronic care management program and is followed by the CPC+ nurse, the receptionist no longer takes a message and has the patient wait for a call back. The dedicated CPC+ nurse is familiar with our sickest patients and the staff forwards the call directly to the CPC+ nurse for more timely care. We have also extended our telephone access hours in the morning and evenings and no longer go on service over lunch. The idea is to allow improved access to the practice for all patients.
Since in CPC+ we will be graded on several matters mentioned in my previous blog, we needed a better system of tracking quality incentives and recording them in the electronic medical record. There are 14 electronic Clinical Quality Measures (eCQMs) that will be scored for The front staff monitors all incoming correspondence and lab results to be sure the items we are working on bettering are entered into the computer in the correct manner. A front staff quality incentive specialist will be sent all PAP test results, diabetic eye exam results and hemoglobin A1Cs for entry in the proper way so the data can easily be captured by the EHR.