IHS continues to enhance services to its customer as it prepares to launch the third phase of its Improving Patient Care Program (IPC). The IHS system supports 1.9 million American Indians and Alaska Natives.
Over the last 4 years, 38 service units and clinics across the nation have redesigned how patient healthcare has been delivered in IPC phases 1 and 2. In the new and improved system, a multidisciplinary team of health care professionals including the receptionist, lab technicians, nurses, pharmacist, behavioral health staff, and primary care providers huddle each morning to plan for how the day’s patient care will be delivered.
Customer service is combined with involving the patient and their family in all aspects of their care and visits. Reduction in waiting times, ease in obtaining an appointment and patient education on their diagnosis and medications along with involvement of the Behavioral Health department in primary care are some of the key changes patients are seeing during their visits. Health care settings in which patients used to catch up with their neighbors while they waited are now efficiently moving customers through the system.
With improvement in patient flow, the client now receives information immediately from clinical pharmacists regarding their medications, uses and potential side effects. If behavioral health evaluation is indicated, at many sites this evaluation now occurs at the same visit without the need for separate referrals and separate trips.
These quality and access improvements also allow the providers to see more patients and become more efficient in communicating with their entire health care team. These changes serve to fulfill the IHS’ third priority of “Improving the quality of and access to healthcare.” It is also being extended beyond the clinic into the administrative arena where a system approach to change is being effectively adopted and integrated into improving the efficiency of staff’s daily work.
The IHS has expanded this innovative approach to 68 additional clinics and hospitals in IPC phase 3 involving federal, tribal and urban sites. This expansion is being conducted in collaboration with the Institute for Healthcare Improvement.
Enthusiasm is building as IPC staff works with other key IHS supports such as the Office of Information Technology to include Meaningful Use and Certified Provider Order Entry with the Electronic Medical Record at participating sites. This state-of-the-art program and innovative approach to providing healthcare is spreading across the Indian health system.
For more information or to get involved with our programs, please contact the IPC National Director, Dr. Lyle Ignace at lyle.ignace@ihs.gov .
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HHS, Office of Public Health and Science |