Better care. Shorter wait times. Increased provider satisfaction. Improved patient outcomes.
These results have all been realized through Open Door’s new model of care that uses a mix of providers and incorporates a “bottom up,” collaborative, integrative and team approach.
“It’s about the upscaling of staff, where everyone works to the top of their licensure, at their highest level of skill and credentialing, which results in patients getting greater access and better care,” says Bill Fay, RN, Open Door’s Director, Practice Administration & Infection Control. “This also leads to increased staff satisfaction and retention because our providers feel they are reaching their full potential by doing the highest level of work they are credentialed to do.”
At Open Door, Nurse Practitioners (NPs) and Physician Assistants (PAs) work side-by-side with MDs. Medical assistants and front office staff help clinicians maximize their time spent “closing loops” in patient care. This may mean, for example, allowing providers to follow up with patients referred out to other providers, schedule their vaccinations or breast cancer or colorectal screenings in a timely manner, monitor and manage their A1C levels, or help them navigate through an often-complex health care system without medical insurance.
The increased use of NPs and PAs continues to grow in importance with Open Door responding to an unprecedented demand for its services. It also takes into account the realities of today’s medical system, where there is a shortage of physicians and only about one-quarter of U.S. doctors work in adult primary care. As a floor nurse working in various patient settings during the early part of his 30-year career, Fay says he saw first-hand the benefits of NPs and PAs in providing care for high acuity patients that is “every bit as good if not better” than more traditional care.
A collaborative approach at Open Door elicits patient information and triages new patients on the telephone – making the most of a system of “robust confirmation calls”– before they ever cross the threshold. Added to this is an increased focus on nursing visits. This has improved patient compliance and communication, bringing clinicians more in tune with their patients and freeing their time for diagnosis and treatment. This helps patients get the preventive care they need and reduces the need for ER visits.
An emphasis on encouraging patients to use the patient portal has also supported the overall communication effort. Additionally, Open Door has a robust and integrated mental health team that makes itself available at all times to speak to patients, including emergency cases.
“The model is working,” says Fay. “We’re seeing increased communication and greater teamwork. People are now coming to administrators with ideas, proving the benefits of the bottoms up approach. It’s really been wonderful.”
