HPC Scores 98 Percent on Operations Site Visit!

Amy Falk

Amy Falk, CEO

Health Partnership Clinic (HPC) was successful in its 2018 Health Resources and Services Administration’s (HRSA) Operational Site Visit (OSV), which was conducted this week for HPC’s five clinic sites.

The OSV included a detailed review of HPC documents and interviews with staff, board members and patients.

In the positive review, HPC successfully met 98 percent of the elements in HRSA’s Bureau of Primary Health Care (BPCH) Compliance Manual.

One surveyor stated, “It is not often that an organization receives only two noncompliant marks. It’s very impressive.”

The HRSA site visit, which is the standard federal reviewing arm for Federally Qualified Health Centers (FQHC), confirms health clinics are committed to financial and service delivery work plans. The site visit occurs every three years.

The HRSA assessment confirms HPC’s ability to meet its goals and mission by offering the best quality health care to patients regardless of their economic situations.

“I am extremely happy with the survey results,” says Amy Falk, Chief Executive Officer. “The survey validates how far we’ve come over the past two-plus years to reach our goal of building a sustainable infrastructure and becoming the clinic of choice.”

“A huge thank you to the staff for their efforts this week and for practicing and living our mission every day. I am exceedingly proud of every member of our team who contributed to this positive outcome. We literally hit it out of the ballpark in almost every area!”

HRSA Site Visit

During their closing remarks to HPC’s senior leaders and board members, the surveyor team recognized HPC for demonstrating excellence in:

  • responsiveness toward patients’ needs
  • great Board of Director collaboration
  • developing and maintaining community and health partnerships
  • provider credentialing process
  • data collection and use
  • plans for the clinic’s high-risk diabetes clinic (which will begin this summer)

Board Chair Tierney Grasser adds, “The success of this survey is a testament to the commitment and professionalism of Health Partnership’s entire team. Surveyors were generous with their praise of our organization – the staff, facilities and the care we give our patients.

“Well prepared,” “superb” and “outstanding” were just a sampling of the adjectives we heard from surveyors.”

In addition to the site surveyors and HRSA representative, Melody Martin, Director of Training & Technical Assistance for Kansas Association for the Medically Underserved (KAMU), attended the three-day survey.

“The leadership team has done a truly remarkable job to transform HPC in such a brief timespan. One of the areas that stood out to me and the reviewers was the clinic’s diabetes performance plan. The idea of creating a high-risk diabetes clinic that is multi-disciplined, data-driven and utilizes existing resources indicates the caliber of staff and their innovative approach to chronic disease management. It also serves as a promising practice for other FQHCs.”

Patients Matter at Health Partnership Clinic

Amy Falk

Amy Falk, CEO

Every year, 15,000 patients walk through Health Partnership Clinic’s (HPC) doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It’s our mission to provide quality care. That means we must always look for ways to improve care and do what’s right for our patients.

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we’re meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. Last summer we revamped our survey tool as well as incorporated questions that are required from grant funders and our Patient-Centered Medical Home Recognition program.

Our questions ranged from the registration process, phones and front desk check in to provider/support staff, billing/payment process and behavioral health services.

In November 2017, 3,453 patients, who received services between July 1 and Sept. 30, 2017, received a survey (either in English or Spanish) request via email.

  • More than 480 responded, resulting in a 14 percent response rate, with a confidence level of 94 percent and a margin of error of only four percent.
  • Besides the great response rate, overall, our satisfaction results were positive.

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?” Our English responders indicated 84 percent and our Spanish patients indicated 87 percent.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

I wanted to share a few of our English results:

Q8

Q10

Q11

Q17

Next Steps

Our Quality Assurance and Senior Leadership Teams have reviewed the results and plan to tackle the following four issues:

  • Experience related to Overall Care: Communication related to delays
  • Experience related to Overall Care: Wait time-test results
  • Experience related to Billing/Payment: Explanation/Requirements
  • Experience related to Billing/Payment: Collections

Senior leaders will work with staff to develop Performance Improvement Plans in the coming weeks. Our goal is to re-survey patients in April for patients we’ve seen from October 2017-March 2018.

We appreciate the great feedback we received from our patients. This feedback, along with our dedicated staff, will help us continue to strengthen a culture of safety and quality at Health Partnership.