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CHI’s Standard Expectations, Local Flexibility Key to Favorable Transition of Care Ratings

This blog post excerpts an article by Dr. Randy Carden Ed.D, Senior Research Consultant,

HealthStream, in the Q3 2015 issue of PX Advisor, our quarterly magazine designed to bring you thought leadership and best practices for improving the patient experience. 

“While our patients give us favorable ratings in the transition of care aspects of care, we have the opportunity to reduce variation across our markets and further improve the patient experience by introducing standard practices such as risk stratification using the LACE tool, and applying RED interventions with our population at high risk for readmission,” says Susan Allmond, Director of Strategic Planning and Alignment, at Catholic Health Initiatives (CHI).

Consumers have choices of where they seek and who delivers their care. “Delivering quality care across the continuum is a key component in our care delivery philosophy. At CHI we focus on successful transitions for meeting the needs of local communities and populations we serve. We accomplish this collaboratively among providers, participants of our clinically integrated networks and the consumers we serve,” reports Dee Miller, CHI Director, Acute-Post Care Management.

CHI is partnering with post-acute providers in communities. According to Miller, “Designing a continuing care network with providers having aligned goals of quality and education has had a powerful impact for our consumers. First, getting alignment across the continuum, and second gaining consumer involvement when designing these relationships. We have involved established Patient and Family Councils for assistance in understanding the consumer point of view.” 

CHI has found that standardizing their processes has changed the perspectives of all providers. Allmond notes, “This doesn’t mean delivering a cookie cutter program; it means standard expectations for the discharge process in all markets while allowing for local flexibility in how those standards are delivered.”

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