Strategic Planning & Facilitation

We listen to assess where you are and where you're going. We provide clients with direction to build capacity that enhance products and services while expanding resources through educational programs, and at management and governance levels.

  •   Project Name:

    Patient-Centered Medical Home Assessment

  •   Client Name:

    Name Withheld

Our firm managed qualitative observations and random patient surveys to develop an implementation plan to lead the client towards recognition as a patient-centered medical home.

The Client's Challenge:

A federally qualified health center (FQHC) experienced noticeable reductions in patient visits and apparent operations inefficiency became evident.

Our Solution:

Assess status and develop plans to make application for patient-centered medical home (PCMH) recognition; train key providers and staff on PCMH initiatives; and develop an implementation plan that leads to client recognition as a PCMH.

The Outcome:

Quality observations identified that there was a perceived difference in how minority, ethnic, and certain socio-economic levels of patients were served at one location, which may have been due to an inherent cultural bias. Random surveys indicated patients' complaints of poor customer service and "staff attitudes."