CFMC is a non-profit corporation, established by interested community

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1/31/2013

Same Day Appointments, After Hours Access, and Empanelment Megan McMillin, RN Director of Nursing Cumberland Family Medical Centers, Inc.

 CFMC is a non-profit corporation, established by

interested community members in 2007.  We strive to assure that residents in our service area in south central Kentucky have access to quality family and preventative healthcare, regardless of ability to pay.  Currently we serve a 10 county area (Adair, Casey, Clinton, Cumberland, Hart, McCreary, Metcalf, Monroe, Russell, and Wayne counties)  Federal funding is received due to the establishment of the organization as a FQHC.

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1/31/2013

 In October 2012, I was hired as the Director of Nursing and

PCMH.  Several members of our staff, including our CEO, COO, Clinical Director, and IT Director, had already been making changes to our organization in order to prepare for PCMH accreditation.  My job responsibility was to review the PCMH elements and ensure we had the policies and procedures in place, as well as the documentation for accreditation.  Most importantly, I needed to ensure that the changes we made toward PCMH were changes that provided the most comprehensive patient care.

 The practice has a written process and defined

standards, and demonstrates that it monitors performance against the standards for:  1. Same Day Appointments

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1.

Policy Although the clinics in our organization made every attempt to ensure same day appointment access for our patients, we did not have a written policy in place. B. Our first step was to write a policy and have the policy approved by our Board of Directors. C. The policy was then added to our organization’s Policy and Procedures Manual. A.

1.

Policy in Practice Our patient scheduler is organized into “blocks” of time. B. Based on provider preference, “blocks” were reserved for walk-in appointments . A.

A.

Each clinic has different supply and demand requirements for same day access.

These walk in “blocks” could be used for patients who call or walk in that day. D. By reserving these slots, we were able to provide same day access to patient while not overloading our providers. C.

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 The practice has a written process and defined

standards, and demonstrates that it monitors performance against standards for: 2. Providing continuity of medical record information for care and advice when the office is not open. 3. Providing timely clinical advice by telephone when the office is not open. 5. Documenting after-hours clinical advice in patient records.

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1/31/2013

1.

Policy We did not have after hours telephone access when we began our journey with PCMH. B. A policy was submitted to the Board of Directors for approval outlining our after hours policy. A.

1.

Policy in Practice A.

An after hours telephone line was established to provide the patients with access to an individual who was able to: A. B. C.

Access patient information after regular office hours Contact the on call physician for medical advice Document medical advice in patient’s EHR

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 When patients contact the office outside regular

business hours, the answering machine provides an after hours number patients can access.  Patient brochure that provides patients with after hours access contact information

Phone: 270-864-2889 Fax: 270-864-2999 After Hours: 855-212-9714 360 Keen Street Burkesville, KY 42717 WWW.CUMBERLANDFAMILYMEDICAL.COM

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 The practice provides continuity of care for

patients/families by: Expecting patients/families to select a personal clinician 2. Documenting the patient’s/family’s choice of clinician 1.

 Policy  Our EHR was designed with the capability to select a

personal clinician at initial intake but we did not have a policy in place to describe that process.  We presented a policy to the Board of Directors for approval .

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1/31/2013

 Policy in Practice  Upon initial intake, the staff cannot enter the patient

into the EHR system without the patient’s choice of provider.  Staff members are trained to ask patient’s which provider they prefer.  Each patient’s choice is documented on central intake  Every attempt is made to schedule a patient with their personal clinician at each office visit  If we are unable to schedule a patient with their personal

clinician, we can offer an appointment with another clinician in their team.

Staff selects provider upon intake

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CFMC is a non-profit corporation, established by interested community

1/31/2013 Same Day Appointments, After Hours Access, and Empanelment Megan McMillin, RN Director of Nursing Cumberland Family Medical Centers, Inc. ...

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