Consumer Engagement

The Massachusetts eHealth Collaborative (MAeHC) team has two PCMH Certified Content Experts (CCE) and over ten years of experience working with practices to transform care to the Medical Home model of care.  Along with experience in implementation of PFACs and trainings, the CCE team attends NCQA required webinars, including one focusing on best practices for setting up PFACs and details to consider when creating structure and processes to incorporate patients. MAeHC has also partnered with Cognizant for additional support. Cognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.

Consumer Engagement has become a priority within organizations in the past five years.  As the Patient Centered Medical Home and ACO models of care mature and spread, organizations are working to incorporate patients, families and caregivers in the assessment of practice functioning and quality improvement activities.  Increased focus on transparency with patients and families has driven organizations to incorporate the solicitation of feedback, ideas and opinions when setting organizational goals, prioritizing QI activities and sharing of performance data.  Change requires strong leadership and a focus on the culture of the organization.

The NCQA Standards break out team-based care into detailed criteria requirements.  These requirements directly align with Domain 4, consumer engagement:

  • Training and assigning members of the care team to coordinate care for individual patients.
  • Training and assigning members of the care team to support patients/families/caregivers in self-management, self-efficacy and behavior change.
  • Training and assigning members of the care team to manage the patient population.
  • Involving patients/families/caregivers in quality improvement activities or on the practice’s advisory council.

MAeHC and Cognizant have experience assisting organizations with setting up trainings within these categories - developing training materials, identifying subject matter experts within and outside the organization to conduct the trainings and identify specific topics within these categories, based upon the nuances of their patient population characteristics. 

Example Project:

MAeHC can guide the implementation of Patient and Family Advisory Councils (PFAC), provide technical assistance to organizations transforming to NCQA Patient Centered Medical Homes, and set up training for all levels of staff.