LA Christian Health Centers: Patient Care Team Redesign
With clinic sites in Skid Row in downtown Los Angeles and the Pico Aliso district of East Los Angeles, Los Angeles Christian Health Centers (LACHC) is a source of hope and healing to thousands of low-income and homeless Los Angeles residents. Since its founding in 1995, LACHC leadership and staff have labored to provide more and better service to their patients, a goal that often meant accepting risk and embracing change. In February 2011, with the support of a $200,000 UniHealth Foundation grant, LACHC undertook its boldest change initiative, the Patient Care Team Redesign Project.
With the goal of increasing access to quality care and improving health outcomes for the underserved, the redesign focused on improving provider support, increasing provider-patient continuity, improving efficiency and productivity, and increasing the role of support staff in the medical visit, particularly through the use of Electronic Medical Record tools. LACHC engaged the consulting firm of Coleman and Associates to teach and coach staff through an intensive process that resulted in the successful implementation of an efficient and effective system for delivering timely quality care using consistent patient care teams. As a result of the redesign project, productivity has increased by 50% from 12 patients to an average of 18 patients per provider a day, and 89% of the time, patients see their own care teams.