Great Lakes Health Connect Referrals Connecting Care across the Community
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WE ARE REDUCING PHONE ISSUES AND FAX ISSUES!
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Humble beginnings: • September 2010 Pilot • 5 Medical Health Clinics • 1 Dental Clinic •(Added an additional clinic in December)
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5 years later….. Over 1,000 sites in 146 Cities and 48 Counties: • Primary Care and Specialty Offices
• Rehabilitation (Inpatient and Outpatient) • 2 Health Plans (including prior authorizations) • Sleep Clinics • Emergency Departments • Infusion and Radiation Therapy • College • Home Health • Free Clinics and Food Banks • Dental Clinics for the Noninsured • HIV/AIDS Clinic • Asthma Network Services and National Kidney Foundation 4
Reasons for INITIAL growth: • TALKING to the RIGHT PEOPLE
• LISTENING for PAIN POINTS • Multiple faxes (“I didn’t get your fax”) • Multiple phone calls and wait times • Getting inappropriate referrals (insurance, etc) • Not getting all information from PCP • Not getting the right information from PCP • Not knowing if patient was scheduled • Not knowing if patient knew about appointment • Not knowing if patient came to appointment • Not getting the consult back from Specialists • INCORPORATING APPLICATION into WORKFLOW • FINDING REFERRAL PATTERNS (within close time-frame) 5
Reasons for CONTINUED growth: • CREATING STATE-WIDE STANDARDS
• MAXIMIZING on REFERRAL PATTERNS (top 5-6 sites) • FURTHER ADDRESSING REFERRAL PAIN POINTS • (Story of 2 sites in the same building….) • NOT MAKING COLD CALLS • FOLLOWING UP with SITES AFTER TRAINING (Sustainability) • WEEKLY EMAIL to the “REFERRALS TEAM”
• EXPANDING our “Referrals” horizon to CARE COORDINATION 6
Lessons learned: • FINDING THE RIGHT PEOPLE (Operations vs Technical) • LISTENING, LISTENING, LISTENING • FINDING REFERRAL CHAMPIONS • ACCOUNTABILITY to the STANDARDS • BEING CREATIVE/RELEVANT (PCMH, Incentive Programs, etc.) • GIVING OFFICES OWNERSHIP (“Home Page”) • MAKING OUR RESOURCES AVAILABLE
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Resources
http://gl-hc.org/user-support/users-guides-2/
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Questions & Comments Call: (616) 588-4714 E-mail: sspieker@GL-HC.org Website: www.GL-HC.org
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