Redefining the Health Care Quality Playbook: COVID's Impact

About this On Demand Training

Cost: $399

Redefining the Health Care Quality Playbook: COVID's Impact

• Learn how the pandemic upended long-standing assumptions about how doctors, systems, hospitals and payers deliver care.
• Gain insight from health leaders on how COVID is affecting the delivery of care.

The health care quality playbook has been redefined—and changes to the care delivery system, patient care and quality are likely to be permanent. Health leaders share how they pivoted to cope and, at the same time, plan for the future.

This series includes five courses. 

Results of the COVID-19 Stress Test of Primary Care

The Quick COVID-19 Primary Care Survey (“C19 Survey”) was launched by the Larry A. Green Center on the same day that the U.S. declared a national emergency. The survey is a weekly national finger-on-the-pulse reading of the response, challenges and capacity of U.S. primary care practices and patients. Since March, the C19 Survey has focused on the rapid evolution of primary care, and additional monthly surveys capture the American experience of primary care during the pandemic. In this session, we’ll share what we’ve learned through these surveys and the unique challenges faced by primary care practices as they seek to provide access and comprehensive care while ensuring the safety of patients and staff—and the survival of their practice.

Innovation in Primary Care and the COVID Response: Finding Inspiration

Primary care is under siege. The combination of COVID-related quarantines and a fee-for-service payment system focused on in-person care has threatened its financial existence, even though the need for strong primary care has never been more urgent— from mitigating spread and treating a clinically complex disease, to preserving hospital capacity and providing regular medical care. Despite these challenges, primary care continues to innovate. This session will identify a range of community-responsive innovations that have emerged and will review what has enabled those innovations.

The Three C’s of Quality During COVID-19: Communication, Compassion & Continuity

In the midst of a global pandemic, Louisiana Healthcare Connections adopted an innovative strategy to ensure uninterrupted access to quality, coordinated care for one of the state’s most vulnerable populations. By incorporating direct outreach to high-risk members, increasing telehealth access and implementing protocols for addressing social determinants of health, this Medicaid health plan is working aggressively to improve outcomes in spite of the unprecedented challenges of COVID-19.

Optimizing Patient Care During a Pandemic

This panel discussion will highlight the experiences of practices during the pandemic and the benefits of being a PCMH-Recognized practice during this time. Panelists will share challenges to connecting with patients to drive and maintain engagement; strategies for ensuring continuity of care and health preservation for high-risk patients; and SDOH outreach with at-risk patient populations and the resources available. They will also reveal how their practices survived the heavy demand with limited resources and how the COVID crisis sharpened challenges.

How the Patient-Clinician Relationship Will Help Us Survive the Pandemic

COVID has increased the sense of social and physical isolation in our society. Clinicians are experiencing tremendous strain as they adapt to a “new normal” that has magnified the flaws in the U.S. health care system, and patients are adapting to that system under strain in unprecedented ways. What would happen if patients and physicians came together virtually to (re)connect, talk openly about their experiences, support one another and find the silver lining that might show a better way forward? Could this help mitigate clinician burnout and patient disengagement with care? Might this be a platform for collaborative action aimed at transforming care processes or advocating for policy change?

Faculty

Results of the COVID-19 Stress Test of Primary Care

Rebecca S. Etz, PhD
Dr. Etz is an Associate Professor of Family Medicine and Population Health at Virginia Commonwealth University, and Co-Director of the Larry A. Green Center – Advancing Primary Health Care for the Public Good. Dr. Etz has deep expertise in qualitative research methods and design, primary care measures, practice transformation, and engaging stakeholders.

Her career has been dedicated to learning the heart and soul of primary care through three main lines of inquiry: 1.) bridging the gap between the business of medicine and the lived experience of the human condition, 2.) making visible the principles and mechanisms upon which the unique strength of primary care is based, and 3.) exposing the unintended, often damaging consequences of policy and transformation efforts applied to primary care but not informed by primary care concepts.

As a member of the VCU Department of Family Medicine and Population Health, and previous co-director of the ACORN PBRN, Etz has been the Principal Investigator of several federal and foundation grants, contracts and pilots, all directed toward making the pursuit of health a humane experience. Recent research activities have included studies in primary care measures, behavioral health, simulation modeling, care team models and adaptive use of health technologies.

Etz currently leads the fielding of a weekly survey regarding the response to and impact of COVID-19 on US primary care practices. She currently serves on the National Academies of Medicine consensus study, “Implementing High Quality Primary Care.”

Innovation in Primary Care and the COVID Response: Finding Inspiration

Christine Bechtel, MA
Ms. Bechtel is a nationally known expert in consumer advocacy and the co-founder of X4 Health, a purpose-driven organization specializing in social impact design and implementation. The talented team at X4 is the driving force behind 3rd Conversation, a national community of patients and clinicians working to reinvent both the clinician-patient relationship and health care itself.

Andrew Morris-Singer, MD
Dr. Andrew Morris-Singer, board certified in internal medicine, is a national thought leader, speaker, writer, and consultant on teaming and leadership in health care. He is the Founder and Chair of Primary Care Progress, as well as a clinician, educator, and an entrepreneurial philanthropist. He regularly writes and speaks on current trends in primary care, health care workforce issues, and the development and practice of Relational Leadership™ to help advance health and health care reform. He is Co-Director of the Morris-Singer Foundation, which works to foster a healthy democracy in the US.
In addition to being featured in national media outlets that include NPR, CNN, and The New York Times, he also speaks at academic medical institutions and professional conferences across the country. He is an Assistant Professor in the Department of Family Medicine at Oregon Health & Science University, and a lecturer in Global Health & Social Medicine at Harvard Medical School, where he also serves on the HMS Board of Fellows and its Global Health and Service Council. He earned his medical degree at Harvard Medical School and completed his residency at Brigham and Women’s Hospital in Boston.

The Three C’s of Quality During COVID-19: Communication, Compassion & Continuity

Gwendolyn Laury, RN, CPHQ, PCMH-CCE, SSBBP
Senior Director of Quality Improvement since 2012, Ms. Laury has risen through the ranks of Louisiana Healthcare Connections, beginning with her role as the PCMH Manager and culminating with her current leadership position as the Senior Director of Quality Improvement. She has more than 30 years of experience in developing and leading quality improvement efforts to support health care providers in understanding and achieving quality standards and recognition from both The Joint Commission and the National Committee for Quality Assurance. 

In 2016, The Joint Commission recognized Laury for her significant contributions in support of health centers achieving PCMH accreditation and certification. An NCQA PCMH-Certified Content Expert (CCE) and a Six-Sigma Black Belt Professional (SSBBP), she has served on the NCQA PCMH Advisory Board for two years and has provided support and guidance to many Mental Health Rehabilitation (MHR) providers in achieving CARF accreditation.

Laury is a member of the National Association of Healthcare Quality, the American Nurses Association, The Louisiana Nurse Association, and the United Way Goliath Society of Louisiana. In 2020, she was elected to the position of Member at Large on the Governing Board of the Louisiana Association of Healthcare Quality (LAHQ).

Optimizing Patient Care During a Pandemic

Amy Honeycutt, CMA (AAMA)
Ms. Honeycutt is the Operations Project Manager at Holston Medical Group, where she coordinates operational projects, manages the Care Coordination Team and the Operations Systems Analyst Team. Her project role includes working with the Primary Care Offices on NCQA recognition.

Before becoming an Operations Project Manager, Honeycutt became a Certified Medical Assistant (AAMA) and worked as an office nurse for 14 years before transitioning into the Information Technology System, where she worked for 10 years in various roles that include IT systems trainer.

Julia McKay, LPN, PCMH CCE
Julia has been an employee with Erlanger Health System in Chattanooga, Tennessee, for over 20 years. In her current role as Project Manager for Ambulatory Care, Julia oversees quality improvement for Erlanger’s 20+ primary care practices, as well as a team of nurses and medical staff. Under her direction, the team works to close gaps in care, decrease hospital readmissions, improve care management and guide patients through the complex hospital system. Julia’s education in nursing, emergency medicine, coding and NCQA clinical content expertise have driven the path of true transformation within the practices she oversees. Erlanger Health System is a safety net hospital and Level 1 trauma center, with multiple hospitals in the Southeast region, treating all patient populations, both insured and uninsured.

IT training manager and IT clinical analyst before moving back into the operational side of the health care industry.

Pat Pope-Stout, PCMH CCE, CPHIMS
Ms. Pope-Stout has worked in the quality improvement arena for multiple years. She has spent the last 5 years working on multiple practice transformation tasks, including the CPC+, a national advanced primary care medical home model that aims to strengthen primary care through regionally based, multi-payer payment reform and care delivery transformation. Pope-Stout regularly develops training materials to leverage regional and practice strengths to impact outcomes with transformation and improving care in the practices.

Adrice L. Williams BSN, RN
Ms. Williams is Director of Care Coordination at Christ Community Health Services (CCHS). She provides leadership for the Care Management and Outreach departments, coordinating the day-to-day care management, outreach and engagement operations of patient care. Williams was previously a Clinical Site Manager with CCHS-Broad Medical Office, and was Nurse Manager of Trauma ICU and Trauma Stepdown ICU, as well as the Trauma Program Manager, Patient Care Coordinator and a Registered Nurse for the Elvis Presley Memorial Trauma Center at Regional One Health (Memphis, TN).

Williams collaborates with the Quality department on organizational matters concerning finance and business operations, and provides advanced analytics. She acts as a critical change agent for departmentwide initiatives and provides mentorship and leadership from a general nursing management perspective.

Williams earned her BS in Nursing from Baptist College of Health Sciences and is currently pursuing her MSN at Walden University. She is certified as a Lean Six Sigma White Belt and received recognition during Celebrate Nursing 2007.

How the Patient-Clinician Relationship Will Help Us Survive the Pandemic

Christine Bechtel, MA
Ms. Bechtel is a nationally known expert in consumer advocacy and the co-founder of X4 Health, a purpose-driven organization specializing in social impact design and implementation. The talented team at X4 is the driving force behind 3rd Conversation, a national community of patients and clinicians working to reinvent both the clinician-patient relationship and health care itself.

Andrew Morris-Singer, MD
Dr. Andrew Morris-Singer, board certified in internal medicine, is a national thought leader, speaker, writer, and consultant on teaming and leadership in health care. He is the Founder and Chair of Primary Care Progress, as well as a clinician, educator, and an entrepreneurial philanthropist. He regularly writes and speaks on current trends in primary care, health care workforce issues, and the development and practice of Relational Leadership™ to help advance health and health care reform. He is Co-Director of the Morris-Singer Foundation, which works to foster a healthy democracy in the US.

In addition to being featured in national media outlets that include NPR, CNN, and The New York Times, he also speaks at academic medical institutions and professional conferences across the country. He is an Assistant Professor in the Department of Family Medicine at Oregon Health & Science University, and a lecturer in Global Health & Social Medicine at Harvard Medical School, where he also serves on the HMS Board of Fellows and its Global Health and Service Council. He earned his medical degree at Harvard Medical School and completed his residency at Brigham and Women’s Hospital in Boston.

Continuing Education

This OnDemand webinar grants 5.0 other Continuing Education Unit (CEU) points for PCMH Certified Content Experts.

This is a non CME/CNE/CPE activity.

Event Type

1. Self Paced