December 15, 2007
Martha Flores, PA-C, talks with a patient.
Family Medicine:
Change leads to improvements for Outpatient Clinics
by Danielle Dizon, YKHC Public Relations
In 2003, YKHC made significant improvements to provide continuity in care using a model referred to as "Advanced Access." This involved assigning each patient a specific medical provider and requiring appointment scheduling at the Bethel Hospital.
"Our patients were experiencing long wait times and we were hearing from our customers that they wanted to see the same provider," said Patricia Smith, Patient Care Services Administrator. "Since the inception of Advanced Access, changes resulted in considerable patient-focused improvements in our system of care."
Now that patients are seen on an appointment basis and visiting with the same provider, satisfaction rates are increasing. Wait times have improved in the last two years, but turnover rates have caused a staff shortage, increasing patient care demand for each provider, causing longer wait times during high volume occasions.
In the last two years, eight providers have left, including Dr. Jennifer Scearce; Dr. Daniel Smith; Leanne Abernathy, NP; Janet Brindley, NP; Katrina McCoy, NP; Laura Whitman, NP; and Hazel Julius, PA-C. In 2006, the hospital experienced a 25 percent turnover rate in providers (including physicians, pediatricians and mid-levels).
Faced with provider shortages, system changes were made to align patients with providers and meet the patient care demand.
"To keep up with these changes we've had to reassign some of our village and Subregional Clinics and assign patients with medical providers who have recently joined our staff," said Louise Reed, Outpatient Clinic Manager.
New providers who have joined family medicine staff: Dr. Kim Whitaker; Anne Komulainen, PA-C; and Beverly Burden, PNP.
Another adjustment in services involved the integration of Pediatrics into Family Medicine. This change took place in August.
"The consolidation has helped balance daily supply and demand and will improve our overall patient care system," said Jack Robert Crow, Vice President for Health Services.
For many years the Pediatric clinic treated children with chronic or complicated health problems. Pediatricians now team with current physicians and mid-level providers, allowing for better staff resources in the clinics and efficiency in overall patient care services.
"Our new way of working brings Pediatricians and Family Medicine Providers together in each clinic to fully address the needs of children and adults in the same unit," added Crow.
As a result of the integration, just during the month of October, the Pediatrics team has nearly doubled their patient volume compared to last year.
Many providers are seeing as many as 20 patients in one day and just in the past year YKHC has experienced 300,000 patient visits system-wide, which includes Health Aide visits at village clinics and mid-level visits at our subregional clinics.
"Under such demanding staffing circumstances, all our medical staff deserves utmost appreciation," said Crow. "They continue to meet our patients' needs while delivering exceptional service."
YKHC wants to thank all customers for your patience as necessary changes are made to continue to work toward our vision of becoming the healthiest people.
