The Model of Care Requirements setting the standard for Health Care Home practices
Nicola Rowbottom (right) Clinical Pharmacist and Shayna Rameka, Community Support Worker, recent recruits to our Taupo team
John Macaskill-Smith and Helen Parker sharing the potential of the new Indici platform in Dublin
Patient feeds back their experience that day
John Macskill-Smith and Helen Parker with Western Queensland colleagues
What are we up to?
October Taupo Medical Centre went live with their centralised call management via our Patient Access Centre. From the first day we were seeing benefits to patients and staff. Quieter and calmer reception areas (and receptionists!), people getting through first time and calls answered very quickly. Just how it should be for good customer care.
September We launched our Expression of Interest for joining the Health Care Home programme in Taranaki and held a briefing meeting for interested practices. Watch this space!
August A core principle of the Health Care Home is tailoring the consult mode to the individual patient need, not a universal face to face 1:1 consultation. The team at Taupo Medical Centre have begun using the shared medical appointment model for group consultations and seeing some great results. read more about the great work they are doing here
July The Health Care Home Collaborative has published the Health Care Home Model of Care Requirements. These describe the care components expected of a Health Care Home practice over and above traditional care models. This will bring consistency to implementation of the model across New Zealand as more practices choose to transform how they deliver care. The Collaborative is continuing the work to agree measures for accreditation so watch this space.
June We’ve recently recruited to the Health Care Home team in Taupo. Developing the extended care team model working with our practice teams we’ve added the skills of a Clinical Pharmacist and a Community Support Worker. Both roles add real value to better care adding capacity and ensuring people get the care they need to stay well and self care more easily.
April/May John Macaskill-Smith and Helen Parker are attending various events and conferences in the US, UK and Ireland presenting and leading discussions on the Health Care Home model. Starting in San Francisco, they participated in a 3-day cross-sector event at the invitation of Ernst and Young exploring the opportunities digital disruption creates for redesigning health and other social systems. They also have presented at various event in London, Birmingham and Dublin. The challenges and opportunities facing primary care are common to all countries visited. The trip is helping shape Pinnacle’s thinking in how the Health Care Home should be developed further to improve health, equity and patient experience. Watch this space!
March Push my Button devices went into 14 practices this month to ‘test the temperature’ of the patient experience at the time of their practice visit. This alerts a practice quickly that there may be an issue with their service they need to explore in more depth. Patients have welcomed the opportunity to record their views in this way and says it demonstrates the practice cares. Practices are encouraged to display the findings regularly in reception with information on how it has been acted upon. Thankfully at the moment 96% of responses are overwhelmingly positive!
January The work and impact of our Community Health Worker, Rangi Paraha, made the local press. Describes well how this role supports behavioural change in the home and integrated with a patient’s clinical care plan. See Page 5.
December: Calling all Clinical Pharmacists. We have an exciting opportunity for a clinical pharmacist to support our three Health Care Home practices in Taupo, working as part of an integrated team. Contact Helen Parker for more information 021 925 812
November: On the 28th November we held our annual Health Care Home Symposium. All our practices came together for a day to review their progress in adopting the model, share the pain and the gain and hear practice presentations. The need to provide more virtual care for those patients who don’t need a face to face appointment was a big discussion point!
We have hosted a number of Australian visitors this month, all keen to learn about the our progress and learning. Colleagues from Western Sydney and Queensland have visited Northcare practices and spent time with the team.
Indici went live in Northcare Grandview. This is a very exciting development for us as our new Patient Information System is going to be a big game changer in delivering the core principles of the model.
September: John Mackaskill-Smith, CEO and Helen Parker, GM, Health Care Home, spent time in Australia supporting the development of the Commonwealth’s Health Care Home initiative. They visited the Department of Health in Canberra and spent time in Western Queensland, hosted by the Primary Health Network, visiting general practice in the most rural areas.
July: 60 people representing the Health Care Home Collaborative members, Ministry of Health, NZ RCGP and District Health Boards came together to agree on the core principles and national standards for Health Care Home accreditation. The purpose of these is to demonstrate the difference between a good, traditional general practice and the added value of one delivering the Health Care Home model. We will be publishing these standards soon so watch this space.