310840
Volunteer-based care coordination in a safety-net clinic network
Description: In 2012, we developed the Health Outreach Quality Improvement (HOQI) program, which pairs undergraduate volunteers trained in communication and care navigation with their own panel of patients. In clinic, volunteers welcome and accompany patients through the medical intake process. One week later, volunteers follow up with the same patients to explore facilitators and barriers to their treatment plans, provide support and encouragement, and discuss solutions to identified barriers. The volunteers advocate for their patients’ needs with other resource providers. In addition, volunteers complete regular data collection and entry, allowing clinic administration to systematically track patient progress over time.
Lessons Learned: Since HOQI’s creation, over 100 volunteers have participated in coordinating care for over 3,000 patients. Most express a new understanding of issues related to health literacy, diminished social support, and treatment plan adherence. Patients also report great appreciation for the follow-up contacts, even when no assistance is needed. Finally, the program’s success and generated data have led to additional funding to expand service offerings and refine our data management systems.
Recommendation: The HOQI program links volunteers’ desires for meaningful patient contact with safety-net clinic needs of providing coordinated treatment and supports to patients and facilitating data collection for quality improvement efforts. Moving forward, HOQI strives to improve collaboration with other clinics while retaining our distinct organizational culture.
Learning Areas:
Administer health education strategies, interventions and programsChronic disease management and prevention
Implementation of health education strategies, interventions and programs
Planning of health education strategies, interventions, and programs
Provision of health care to the public
Learning Objectives:
Describe a new model of care coordination in the safety-net clinic setting.
Assess the impact of this model on patient satisfaction and volunteer values and attitudes.
Examine quality measure reflecting patient adherence to treatment recommendations.
Keyword(s): Health Care Delivery, Underserved Populations
Qualified on the content I am responsible for because: I have experience developing and evaluating health service delivery innovations for safety-net healthcare. I am the principal investigator of several grants aimed at improving the quality of care for safety-net clinics and currently serve as Director of Quality and Research for the Equal Access Clinic Network. In addition I serve as national President for the American College of Medical Quality Student/Resident Section and on the Editorial Board for the American Journal of Medical Quality.
Any relevant financial relationships? No
I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.