Patient-centered care innovations by accountable care organizations: Lessons from leaders

Publication date: Available online 26 December 2018Source: HealthcareAuthor(s): Michael L. Millenson, David B. Muhlestein, Emily M. O’Donnell, Daniel A. Northam Jones, R. Sterling Haring, Thomas Merrill, Joel S. WeissmanAbstractAlthough there is a widespread belief that ACOs must be patient-centered to be successful, evidence to guide them in achieving that goal has been lacking. This case report examines four ACO innovators in patient-centered care that together represent urban, suburban and rural populations with a broad range of economic, racial, ethnic and geographic diversity. Seven patient-centeredness strategies emerged: transform primary care practices into patient-centered medical homes; move upstream to address social and economic issues; use both high-tech and high-touch to identify and engage high-risk patients; practice a whole-person orientation; optimize patient-reported measures; treat patients like valued customers; and incorporate patient voices into governance and operations. Exemplars prioritized direct care interventions perceived as central to financial and clinical success, and organizational maturity played a role. Activities that decreased the traditional system's authority, such as incorporating patient voices, were less popular. Local practice factors were important, and a mixture of mission and margin energized front-line staff in implementing patient-centered care as “the right thing to do.” Unresolved questions remain that are related to th...
Source: Healthcare - Category: Middle East Health Source Type: research