hmsa patient-centered medical home · implementing the patient-centered medical home (pcmh) hmsa...

P R O G R A M G U I D E

Getting Started and Ongoing Management

Patient-CenteredMedical Home

HMSA

1PCMH Program Guide

Table of Contents

I. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

II. Basic Expectations and Requirements for Physicians . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

III. Population Health Management Levels and Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

IV. Requirements for Physician Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

V. Physician Organization Role and Success Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

VI. Process for Initiating a PCMH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

VII. Evaluation of PCMH Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

VIII. Additional Reporting Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

IX. Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

- Appendix A: Patient Attribution Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

- Appendix B: Physician Toolkit for PCMH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

- Appendix C: PCMH Care Coordination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2 PCMH Program Guide

I. Introduction

Don Berwick, M.D., administrator, Centers for Medicare and Medicaid Services (CMS), recently made the following statement when talking about the problems facing health care:

The problems do not lie in any failure of good will, benign intentions, or skills of our doctors, nurses, health care managers, or staff. With rare excep-tions, they are doing their best. The problems lie in the design of the care systems in which they work, systems never built for the levels of reliability, safety, patient-centeredness, efficiency, or equity that we owe to ourselves and our neighbors.

We at HMSA agree with Dr. Berwick’s statement that the prob-lems lie in the design of the care systems, and we have been reaching out to providers to build a sustainable health care system that provides quality care at an affordable cost. HMSA has embarked on implementing payment reform strategies for primary care, specialty care, and hospitals. This payment reform transition is a change in the reimbursement model whereby a higher proportion of reimbursement will be allocated to payments for reliability, safety, quality, patient-centeredness, equity, and efficiency. Many providers have affirmed the value of shifting the focus over time toward a model that rewards value, not volume, and quality, not quantity.

Our overall objectives in implementing PCMH with our primary care physicians (PCPs) include collaborating with key stakehold-ers to build a sustainable health care system for Hawaii, encour-aging HMSA members to select and use a PCP, and improving provider and patient experiences.

While our goal is to apply these initiatives across all lines of busi-ness, the changes will initially apply to commercial lines of busi-ness, PPO and HMO. Reimbursement for services rendered to HMSA’s QUEST, 65C Plus, Medicare, Children’s and FEP plans, and any nonparticipating employer groups are not included at this time.

Building a Sustainable Health Care System for Hawaii

In addressing the overall need to transform the health care system, our ultimate goal is to support a sustainable health care system. We can work toward this goal by integrating the concept of the Institute for Healthcare Improvement (IHI) Triple Aim, which is the simultaneous pursuit of three aims:

• Improving the experience of care.

• Improving the health of populations.

• Reducing per capita costs of health care.1

By enhancing the patient care experience, including quality, ac-cess, and reliability, the health care system works to achieve ma-jor gains in the Institute of Medicine’s six aims for improvement.2 The relationship between these concepts for transforming the health care system in Hawaii is depicted in the diagram below.

1 IHI Triple Aim: www.ihi.org/IHI/Programs/StrategicInitiatives/ TripleAim.htm.

2 Institute of Medicine: “Crossing the Quality Chasm,” www.iom.edu/~/media/Files/Report%20Files/2001/ Crossing-the-Quality-Chasm/Quality%20Chasm%202001%20%20report%20brief.pdf.

Sustainability

Ultimate Goal:Access to affordable, quality care at the right time in the right place

Optimize performance on 3 dimensions of care to improve the health care system

Adoption of core beliefs for delivering quality health care

IHI’s TripleAim

PopulationHealth

PatientExperience

Per CapitaCost

IOM’s 6 Aimsfor

Improvement

Safe Effective Patient-Centered

Timely Efficient Equitable

3PCMH Program Guide

Implementing the Patient-Centered Medical Home (PCMH)

HMSA has begun working with physicians, health centers, inde-pendent physician associations, specialty societies, and physi-cian hospital organizations across the state to implement the PCMH model for primary care.

PCMH is a health care model that facilitates partnerships be-tween individual patients and their personal physicians (as well as the patient’s family, when appropriate). This model puts the patient at the center of care and surrounds the patient with a care coordination team led by a PCP. It’s a way to give the patient bet-ter, more personal care. HMSA’s PCMH program adopts the Joint Principles for the PCMH as developed by the American Academy of Family Physicians (AAFP), the American Academy of Pediatrics (AAP), the American College of Physicians (ACP), and the Ameri-can Osteopathic Association (AOA).3

3 PCMH definition and Joint Principles of PCMH are available at www.pcpcc.net.

Physician & Patient

Care Team

PaymentStructure

EnhancedAccess to Care

Quality andSafety

Whole-PersonOrientation

Coordinated CareAcross Health Care

System

PersonalPhysician

&

Physician-Directed

Medical Practice


The following basic requirements apply to those PCPs interested in contracting to start a PCMH:

1. Physicians have a marketing specialty in one of the fol-lowing: general practice, internal medicine, pediatrics, or family practice.

2. Physicians have an HMSA PPO and/or HMO agreement and execute a PCMH agreement with a physician organi-zation that has contracted with HMSA for PCMH.

3. Physicians choose a single physician organization with which they are affiliated for PCMH. HMSA will link the phy-sician’s commercial members to this physician’s organiza-tion for PCMH purposes only.

4. Physicians have a minimum patient panel size of 150 PPO/HMO members.

5. Physicians agree to meet population health management (PHM) requirements outlined in this guide and be account-able to the physician organization.

6. Physicians agree to share quality and other clinical data with the physician organization and with HMSA, including biometrics and lab values on HMSA members for quality improvement purposes.

Exclusions: 1. Physicians with the above marketing specialties who are

predominantly practicing as hospitalists or urgent care physicians based on claims submitted to HMSA.

2. Physicians with the above marketing specialties who do not practice as PCPs (e.g., internal medicine physician who practices primarily as a cardiologist, based on sub-mitted claims as determined by HMSA) as determined by established CMS standards and guidelines.

Guidelines for PCMH Expectations, Payment, Criteria, and Changes

Key Conditions, Expectations, and Payment

Participation in the PCMH program is entirely voluntary. There is no penalty or negative impact to existing HMSA fee payments for those PCPs or group practices that elect not to participate. The program’s expectation for the PCPs and group physician organi-zations that elect to participate is that they carry out the intended purposes of the program and abide by the processes and rules of the program as described in this guide. The physician orga-nization is responsible for notifying HMSA upon completing the contracting process with the PCP. The PCP will then be eligible for PCMH population health management (PHM) fees. The PHM fees will be in effect as long as the PCP remains in good standing in the program. Once HMSA is notified of the contracted PCPs and their eligibility is verified, these PHM fees will be paid on a monthly basis. HMSA is funding the PCMH population health management fees as follows: Level 1 - $2.00 PMPM, Level 2 - $2.50 PMPM, Level 3 - $3.00 PMPM.

Additionally, HMSA is funding the new pay-for-quality program at $2.00 PMPM. Funds are based on commercial member counts only, which will vary during the first, transitional year. During 2011, as HMSA transitions the Quality & Performance Program for HMO to the new pay-for-quality program (PPO and HMO), PHM fees up to June 2011 will be based on eligible PPO mem-bers as defined in the Pay-for-Quality Guide. Starting in July 2011, the PHM fees will be based on eligible PPO and HMO members. Participation in the new pay-for-quality program is not contingent upon a physician’s participation in PCMH.

Each PCP who chooses to participate in the PCMH program will be required to coordinate through a physician organization and sign a PCMH agreement.

HMSA’s Expectations for PCMH PCPs

When volunteering to participate in a PCMH, PCPs agree to put forth good-faith efforts to meet program requirements, goals, and expectations. This means that each PCP in a PCMH agrees to:

1. Actively engage with patients identified as in need of care management, including the development, maintenance, and oversight of care plans for such patients.

2. Communicate in a timely fashion and cooperate with the PCMH resource and care coordination teams as well as other involved providers in the execution of care plans and patient health-risk mitigation efforts.

3. Use high quality, cost-efficient institutions and specialists who participate in HMSA’s PPO and HMO networks.

4. Deliver high quality and medically appropriate care in a cost-efficient manner.

5. Cooperate with HMSA in its efforts to carry out program rules and requirements as set forth in this guide and re-lated addendums.

6. Not withhold, deny, delay, or provide any underutilization of medically necessary care.

7. Not selectively choose or de-select members.

HMSA’s desire is to promote greater member access to PCPs. PCMH physicians should be accessible to all of our members. However, there are times when PCP practices or individual PCP panels are closed due to capacity.

The PCMH program assesses the performance of PCMH collab-orations through reporting from physician organizations. PCMH collaborations may also be subject to onsite reviews, audit visits, or other means of assessment. Failure to meet the PCMH requirements in a performance year will disqualify a practice from receiving PCMH population health management payments.

II. Basic Expectations and Requirements for Physicians

5PCMH Program Guide

Termination and Changes in PCP Membership

HMSA recognizes that 2011 is the foundational year for PCMH. To that end, PCPs will be able to change their physician organi-zation affiliation once during 2011 as new physician organizations are contracted for PCMH. The physician organization is required to notify HMSA monthly of any changes (additions, deletions/ter-minations, or adjustments to the PCP’s PCMH level [1, 2, or 3]).

Beginning in 2012, PCPs will participate in an “open enrollment” period for a 12-month commitment to a physician organization. Details of 2012 enrollment changes will be provided in future ver-sions of this guide.

Physician organizations may dissolve, change their PCP mem-bership, and/or allow PCPs to leave and join other PCMHs at any time as long as they continue to meet the minimum size require-ments of the program and notify HMSA first.


The expectations for PCMH PCPs are listed in the matrix below, with examples of how PCPs can demonstrate achievement of those expectations. HMSA will coordinate with the PCP’s physi-cian organization as needed to review and validate that criteria are being met. Physicians should maintain and make available documentation supporting the achievement of the accountabil-ity criteria. In developing a PCMH, physician practices that are able to implement the criteria as part of their standard workflow

should be better positioned to improve quality of care, and with each level attained, they will earn a larger per member per month (PMPM) payment. HMSA will coordinate with physician organi-zations to ensure expectations are being met without causing undue or unnecessary burden to physicians in terms of showing evidence of achievement.

III. Population Health Management Levels and Requirements

ACTIVITIES EXPECTATIONS ACCOUNTABILITY CRITERIA

EXAMPLES OF ACCEPTABLE EVIDENCE OF ACHIEVING CRITERIA MADE AVAILABLE UPON REQUEST

Level 1 ($2.00 PMPM)

Learn how to trans-form your practice into a PCMH.

1. Attend educational meetings with other physicians regarding PCMH (coordinated/ held by physician organization leadership).

In the 12 months after execution of PCMH agreement: - Attend at least 75% of the physician

organization scheduled PCMH meetings.

- Attend at least 1 training program, conference, or webinar from a pre-approved list (National Commit-tee for Quality Assurance [NCQA], TransforMED, IHI, others as defined by HMSA) provided to you by your physi-cian organization.

• Assure attendance is recorded with physician organization.

• CEU/CME certificate.• Copy of pre- and post-test, survey, evaluation, etc.

2. Assess practice for PCMH readiness.

Complete assessment within the first 90 days after the effective date of the executed PCMH agreement.

Physician provides assessment report using one of the following PCMH readiness assessment tools (or others as agreed with HMSA)4:•NCQA’s PPC-PCMH Survey Tool•www.ncqa.org/tabid/629/default.aspx • TransforMED’s MHIQ survey www.transformed.

com/MHIQ/welcome.cfm• CMHI’s Medical Home Index (MHI) and Medical

Home Family Index (MHFI)• http://medicalhomeimprovement.org/knowledge/

practices.html

4

4 Use of the assessment tool may require registration and/or payment of fees. Refer to the individual organizations for details.

7PCMH Program Guide



Work to improve care coordination in your practice.

1. Enhance care between visits by improving access via phone/secure email.

Patients’ care coordination needs are assessed and a care plan created during visit.

Physician/staff facilitates and docu-ments transition to other care resources as needed.

Patients have access to a clinician after hours if/when needed.

Note: An answering machine directing patients to the ER does not qualify for this activity.

• Clinical notes from chart or electronic medical re-cord (EMR) shows care needs assessed, care plan created, and transition to other care resources is documented.

•Medical records show appropriate follow-up for labs and X-ray results.

• Clinical note shows use of phone and/or email for patient follow-up.

2. Coordinate with specialists and physician extend-ers to expand your care team.

Care plan includes communication of the transition to/from specialist.

Include care coordination capabilities within physician’s practice (re-tool med-ical assistant functions, use external care coordinator, etc.) within 12 months of execution of PCMH agreement.

• Clinical notes from chart or EMR.• Care coordination documents referral to/from

Healthways or other care coordination resource. • Referral letter to specialist noting reason for

referral.•Medical assistant functions support care assess-

ment components and/or transition to external care team.

Add population health management to your practice.

1. Plan care proac-tively by using registries for pre-ventive care and chronic diseases.

Conduct review of preventive care and chronic disease registries at least quar-terly and perform outreach to patients as needed.

•Outreach to patients for chronic disease and preventive care services (e.g., postcards, letters, use of Healthways call center) using registry information.

2. Pilot the sharing of data for clinical outcomes.

Maintain non-claims data related to identified quality measures for PCMH (Adult: Diabetes measures [BP, LDL, A1C >9%]; Pediatrics: BMI & submission of CSHCN screening [or other tool]).

• Practice uses information from reports to manage specific populations of patients: - Tracking of patients with hypertension whose

blood pressure is not controlled. - Tracking of patients with A1C >9. - Tracking of patients with diabetes and an LDL

>100. - Tracking of children with BMI >30.

Make your practice more patient- centered.

1. Implement QI projects to improve patient-centeredness, effectiveness, and efficiency.

Collaborate with physician organiza-tion on QI project. A minimum of 2 QI projects focusing on different quality measures are to be completed within 12 months of execution of PCMH agree-ment (e.g., improvement on quality metric or patient access to services).

• Physician has 2 QI action plans with goals.• Activities are implemented to improve perfor-

mance. At least 1 QI plan and related activities are in conjunction with physician organization-defined QI priorities.

• Results of rapid cycle QI project.




Level 2 ($2.50 PMPM) – Level 1 activities are annual expectations and are required as part of level 2.

1. Actively use EMR for e-prescribing, maintaining elec-tronic charts, and electronic receipt of lab results.

Demonstrate active use of EMR as determined by CMS, NCQA, or other agreed-upon source.

• Regional Extension Center (REC) certification of active use.

• Provide attestation of active use upon request.

2. Gain patient-cen-tered care insights through an annual PCMH physician-specific patient experience survey.

Send/provide survey to at least 40% of the patients that received care within the year or to all patients during one quarter of the year.

Administer patient survey via paper, online tool, or other means. Examples of HMSA-accepted physi-cian-specific surveys on patient experience include5:• CAHPS PCMH Survey

https://www.cahps.ahrq.gov/content/products/CG/PROD_CG_PCMH.asp?p=1021&s=213

• CAHMI’s Promoting Healthy Development Survey (PHDS) www.ahrq.gov/chtoolbx/measure6.htm

Level 3 ($3.00 PMPM) – Levels 1 and 2 are required activities as part of Level 3.

1. Achieve objectives of meaningful use.

Demonstrate achievement of meaning-ful use objectives of EMR as defined by CMS.

• Certification of achievement of meaningful use from CMS or an REC.

• Use of certified EMR/EHR technology.

2. Implement use of physician-patient medical home agreements.

Implement use of physician-patient medical home agreements with at least 75% of patient population by initiating communication to patients at time of visit.

• Agreement is documented in a tracking tool or EMR.

• Physician tracks number of completed agree-ments and makes report available upon request.

5

5 Use of the assessment tool may require registration and/or payment of fees. Refer to the individual organizations for details.

9PCMH Program Guide

IV. Requirements for Physician Organization

The physician organization plays an instrumental role in support-ing physicians for PCMH. This new role will involve leading physi-cian collaborations, supporting quality improvement, coordinating resources, and facilitating education and training, regardless of which plan a member is enrolled in, once physicians contract to become a PCMH. This leadership and support is viewed as abso-lutely critical to achieving the goals of the PCMH program.

Below are the specific requirements as they relate to any phy-sician organization that contracts to participate in the PCMH program.

Minimum Structure (meets all criteria)1. Physician organization has an executed PCMH agreement

with HMSA.

2. Physician organization has a QI committee or structure.

3. Physician organization has a designated physician leader who serves as a medical director or in a comparable role, provides leadership, and interacts with physicians on a regular basis.

4. Physician organization is a legal entity.

5. Physician organization includes at least five PCPs.

6. Physician organization is able to provide budget and finan-cial statements for the organization as needed.

Operations (implements all criteria)1. Physician organization meets with an HMSA medical

director and other identified staff (HMSA’s resource team) in support of reaching PCMH goals and transformation activities.

2. Physician organization collaborates with industry experts to learn effective PCMH leadership techniques.

3. Physician organization shares its PCMH contract template with HMSA to assure consensus on PCP roles and respon-sibilities before the physician organization enrolls the first physician into PCMH.

4. Physician organization contracts with physicians, facili-tates physician enrollment in PCMH, and reports to HMSA monthly.

5. Physician organization provides oversight and ensures that PCMH physicians meet their obligations under the PCMH agreement.

6. Physician organization supports and tracks physician’s progress on PCMH level 1, 2, and/or 3 requirements.

7. Physician organization provides reports to HMSA on PCMH activities: PCPs’ achievement of levels 1, 2, and/or 3 for financial payout, transformation activities, etc.

8. Physician organization informs member physicians of its PCMH support services.

9. Physician organization determines inclusion/exclusion of physician extenders and physician specialists as defined PCPs for PCMH. However, HMSA will enroll only PCPs in PCMH in 2011. Physician extenders and physician special-ists may be considered on a case-by-case basis for future enrollment in PCMH.

HMSA will provide resources to support each physician organiza-tion in the development and execution of its respective PCMH implementation. This support will be in the form of data and analytics, education and training, and many other services. The specifics of this support will be discussed during the contracting phase with each physician organization and further during the post-contracting planning meeting.


After enrollment in a PCMH, a PCMH resource team from HMSA will provide support to the physician organization in developing a plan to meet PCMH requirements such as establishing regu-lar meetings and a structure for status reporting. In addition, a

planning session and/or PCMH orientation session may be held at the physician organization’s discretion to discuss PCMH roles and responsibilities and develop a work plan to assist the PCP in developing a PCMH.

V. Physician Organization Role and Success Criteria

The matrix below describes the types of physician organization roles needed for PCMH, with examples of criteria showing achievement of those roles. The requirements are critical in working toward meaningful results for PCMH and are based

on experience with existing PCMH collaborations. In addition, physician organizations should refer to their PCMH contract for additional obligations of the physician organization.

PHYSICIAN ORGANIZATION LEADERSHIP RESPONSIBILITIES

EXAMPLES OF ACCEPTABLE EVIDENCE OF ACHIEVING CRITERIA

Leading Physician Collaborative (LC)

LC 1 – Provide leadership and coordinate regular meetings.

•Meeting with PCMH PCPs at least 12 times per year.•Meeting minutes reflect attendance and topic related to PCMH and/or

quality improvement.• Report summarizing the following:

- Number of PCPs with PCMH agreements. - Number of PCPs participating in QI action planning. - Number of PCMH-readiness assessments completed by PCPs.

• Reports reflecting PCMH PCPs’ progress on Level 1, 2, or 3.

LC 2 – Engage physicians to develop PCMH.

LC 3 – Use an assessment to determine physician readiness for PCMH.

Quality Improvement (QI)

QI 1 – Establish minimum of 3 QI priorities. • Report summarizing number of PCPs with QI action plans and a description of the focus of action plans.

•Develop physician organization QI work plan.• Copy of QI discussion and planning documents facilitated by the physician

organization.• Improvement in quality metrics/reduction in variation (results should be achieved

within 6–9 months).• Utilization reduction activities could include ER reduction, inpatient re-admission

reduction, pharmacy cost compliance.

QI 2 – Monitor performance, distribute quality reports, and facilitate discussion on QI activities.

QI 3 – Reduce variation in quality metrics across PCPs.

QI 4 – Implement a minimum of 2 utilization reduction activities.

Coordinated Resources (CR) & Advanced Technology

CR 1 – Direct effective use of shared resources. • Report summarizing the following: - Number of PCPs with an EMR. - Number of meetings/sessions promoting active use of EMR. - Number of sessions to educate PCPs on use of care coordinators.

• Redesign of functions within the PCP’s office includes care coordination by current staff.

•High-risk care coordination/patient education/group visits implemented.• Assist with implementation of patient/family-centered care surveys.

CR 2 – Support implementation of a care coordinator.

CR 3 – Support use of EMR and other technologies (PHR, E-visits, etc.).

Education and Training (ET)

ET 1 – Coordinate orientation for new PCMH physicians.

• Report of new PCMH orientation sessions conducted, including attendance record.•Orientation materials for PCMH PCPs are available for review.

11PCMH Program Guide

HMSA has observed a key element in PCMH development – col-laboration among physicians regarding practice improvement activities. A collaborative environment provides the opportunity for physicians to discuss and learn about best practices, share strategies to reach PCMH goals, and improve the quality of care provided to their patients. HMSA will build on the peer groups of physician organizations to help launch PCMH across its PCP net-work. The overall process for the initiation of a PCMH is depicted below and described in further detail in Section II.

The physician organization is responsible for notifying HMSA of contracted physicians for PCMH. This will initiate the monthly PCMH population management payment for PCMH.

VI. Process for Initiating a PCMH

Physician organizationcontracts with interested

physicians on PCMH

Physician organizationnotifies HMSA of contracted

physicians for PCMH

PCMH implementation process begins

PCMH planning and payments begin


As stated in the introduction, the ultimate goal for the PCMH program is to work toward a sustainable health care system that enables access to affordable, quality care at the right time in the right place.

While quality may be difficult to define and measure, there is growing consensus among health professionals, consumers, em-ployers, health plans, and a number of third-party entities around a core set of quality measures that encompass both process and outcome metrics.

The multi-stakeholder organization National Quality Forum (NQF) is the gold standard for evaluation and endorsement of these measures. In recent years, the NQF has expanded its measures to include additional quality measures that encompass the entire continuum of care across all settings.

NCQA has continued to refine the HEDIS (Healthcare Effective-ness Data and Information Set) measurement system, which has been widely applied to health plans for the past 20 years and is seen as a highly credible set of measures throughout the medi-cal profession. HEDIS is updated annually to reflect best medical practices consistent with scientific advancement. The technical specifications are transparent and can be applied not only to a health plan, but to a physician group such as a PCMH. NCQA has also developed an objective process for certifying physician practices as patient-centered medical homes.

The Agency for Healthcare Research and Quality (AHRQ) has also contributed measures related to potentially avoidable poor outcomes (also called “preventable quality indicators”), which

measure rates of inpatient hospitalizations that could potentially have been avoided with access to optimal outpatient manage-ment, particularly of chronic conditions.

In addition, there are a number of standardized instruments to measure patient satisfaction, which can be used in their entirety or as a subset.

The PCMH program will use all of these nationally recognized quality measurement standards as well as a number of other measures that are directly applicable to the goals of the program.

HMSA plans to use the FOCUS Framework to measure the over-all success of implementing PCMH.

FOCUS stands for:

• Financial

• Operations

• Clinical

• Utilization

• Satisfaction

HMSA will work with the physician organizations to develop incremental measurements to monitor progress on improving quality and reducing overall health care costs.

VII. Evaluation of PCMH Collaboration6

6

6 Source: CareFirst’s PCMH Program Description and Guidelines.


A core principle for PCMH is to improve quality of care for the patient. HMSA’s new primary care pay-for-quality program builds upon experience gained through PQSR and Q & P to create a pay-for-quality program aligned with the challenges and opportu-nities of PCPs. It is a single program, with a single set of metrics servicing HMSA’s HMO and PPO populations. PCMH builds on the pay-for-quality program to begin to move toward improved health outcomes for the patient. To this end there are additional quality metrics that move us along the quality continuum. PCPs with PCMH are required to report the following new metrics, which are in addition to the pay-for-quality metrics, as a part of their movement to outcomes-based care. These additional metrics (for those PCPs participating in PCMH) are designed to better utilize non-claims data as a part of the movement to outcomes-based care.

For Pediatricians:

PCMH PEDIATRIC MEASURES

REPORTING GUIDELINES

Weight Assessment and Coun-seling for Nutrition and Physical Activity for Children/Adolescents (WCC) (BMI measurement).

•Non-claims data (e.g., blood pressure readings, lab values, BMI).

• Submission (via Excel spread-sheet, HBIOnline, data feed from EMR, etc.) of non-claims data that are useable for HEDIS and can be mapped to codes such as CPT and Logical Observation Identifiers Names and Codes (LOINC).

Completion of the Child with Special Needs screener.

Completion of the Family Cen-tered Self-Care Assessment Tool – Family.

Completion of the Family Cen-tered Self-Care Assessment Tool – Provider.

Pediatric Measure Definitions

Weight Assessment and Counseling for Nutrition and Physical Activity for Children/Adolescents (WCC) (BMI measurement)

The percentage of members 3–17 years of age who had an outpatient visit with a PCP or ob-gyn and who had evidence of BMI percentile documentation, counseling for nutrition, and counseling for physical activity during the measurement year. Because BMI norms for youth vary with age and gender, this measure evaluates whether BMI percentile is assessed rather than an absolute BMI value.

Completion of the Child with Special Needs screenerTo be defined with assistance from the Hawaii Chapter of the American Academy of Pediatrics (HAAP).

Completion of the Family Centered Self-Care Assessment Tool – Family

To be defined with assistance from HAAP.

Completion of the Family Centered Self-Care Assessment Tool – Provider

To be defined with assistance from HAAP.

For Internal Medicine, General, and Family Practice:

PCMH ADULT MEASURES

REPORTING GUIDELINES

CDC: Blood Pressure (BP) Control (<140/90).

•Non-claims data (e.g., blood pressure readings, lab values, BMI).

• Submission (via Excel spread-sheet, HBIOnline, data feed from EMR, etc.) of non-claims data that are useable for HEDIS and can be mapped to codes such as CPT and Logical Observation Identifiers Names and Codes (LOINC).

CDC: HbA1C (poor) control (>9%).

CDC: LDL-C Controlled <100 mg/dL.

Controlling High Blood Pressure.

Adult Measure Definitions

CDC: Blood Pressure Control (<140/90)Percentage of adult patients with diabetes age 18-75 years with the most recent BP reading during the measurement year less than 140/90. The member is not compliant if the BP is ≥140/90 mm Hg or if there is no BP reading during the measurement year.

CDC: HbA1C (poor) control (>9%)

Percentage of adult patients with diabetes age 18-75 years with the most recent HbA1C test during the measurement year greater than 9.0% or no HbA1C measured. (Note: A lower score is a better score.)

CDC: LDL-C Controlled <100 mg/dL

Percentage of adult patients with diabetes age 18-75 years with the most recent LDL-C level performed during the mea-surement year less than 100 mg/dL, as documented through automated laboratory data or medical record review.

Controlling High Blood PressureThe percentage of members 18–85 years of age who had a diagnosis of hypertension (HTN) and whose BP was ad-equately controlled (<140/90) during the measurement year. The member is not compliant if the BP is ≥140/90 mm Hg or if there is no BP reading during the measurement year.

Quality and Performance Reports

To enable physicians to more effectively execute QI action plans and positively impact their pay-for-quality performance, HMSA will provide data and analytic reports on quality performance at least quarterly through HBIOnline™. Details on the primary care pay-for-quality program and related metrics will be available in the forthcoming pay-for-quality guide.

VIII. Additional Reporting Requirements


Appendix A: Patient Attribution Process The patient attribution process aims to reflect our members’ preference for a physician as their PCP based on their office visit pattern. HMSA HMO members who have selected a PCP upon enrolling will be included in that physician’s patient panel of eligible members for PCMH. HMSA PPO members are attributed to a PCP based on the provider they’ve chosen to see most re-cently, based on a review of HMSA claims for a specified period. In general, patients are assigned to the PCP that they’ve seen most frequently and are assigned to only one PCP.

While HMSA’s commercial members are included in the PCMH program and primary care pay-for-quality program, members of HMSA’s QUEST, 65C Plus, Medicare Plans, Children’s Plan, FEP, and any non-participating employer groups are not included at this time.

There are two major steps in the attribution logic: an initial attri-bution and a monthly update process. The attribution process will be completed monthly after the month has closed. The resulting attribution results will be available as an updated patient list on HBIOnline.

The following logic was applied for the initial attribution starting with the PCMH PCP specialty types (internal medicine, pediat-rics, family practice, and general practice):

1. Using a 16-month claims window, members are attributed to providers based on the highest number of distinct visits.

2. If there is no attribution for the member using the 16-month claims window, a 37-month claims window will be applied.

3. An eligibility check will be applied to ensure that only members who are currently eligible are included in the at-tribution results.

It is important to note that in cases where a member sees more than one physician in the same clinic, the member will be attrib-uted to the physician with the highest number of distinct visits. If there is a tie among the providers in that clinic, the member will be attributed to the physician last seen at that clinic.

For the monthly attribution process after the initial attribution is finalized, the following logic will be applied:

1. If the member has selected a new provider, the patient at-tribution will be updated accordingly.

2. New members and providers will be added to the attribu-tion results.

If there is no change to the attribution for a given patient, the pre-vious month’s attribution results will apply for the current month. If there are any questions or concerns related to the patient lists generated from the results of the aforementioned attribution process, follow the reconciliation/notification process listed on HBIOnline.

IX. Appendices


Appendix B: Physician Toolkit for PCMHThis toolkit provides sample materials to help you inform your patients about and engage them in your patient-centered medi-cal home. Feel free to customize each document to fit the needs of your practice. (You are not required to use these materials and should be sure they reflect your practice before using them.)

Included are the following:

• Pre-Visit Contact Form . Questions your staff can ask a patient to help you prepare for their visit.

• Introductory Letter to Patient, with Rights and Respon-sibilities . Announce your patient-centered medical home ap-proach to your patient and describe how they will participate in a patient-centered medical home.

• Patient-Provider Partnership Agreement . A “best practice” used in many patient-centered medical homes, this agree-ment is signed by your patient to indicate an understanding of and agreement to participate in a patient-centered medi-cal home.

• Patient Checklists . Help your patient prepare for their first and future appointments with you under the patient-centered medical home.

• Information for Families Brochure . A patient-centered medical home deals with the whole patient. Help your pa-tient’s family maximize the benefits of the patient-centered medical home.


SAMPLE PRE-VISIT CONTACT FORM Note to Staff: Please check with scheduling to allow enough time for the visit. Date ___________

Patient’s name ________________________________________________ Chart# or DOB ________

Phone where reached _________________ Other type of contact _________________

Help us prepare for your visit. Please let us know: 1. Have you been to an emergency room (ER) or urgent care clinic since your last visit? Yes No

If yes, where, when, and why?

What happened? What did they tell you to do?

Staff: Is there a record of the visit available? Yes No

2. Have you been in the hospital since your last visit? Yes No



Staff: Is there a record of the hospital stay available? Yes No

3. Have you seen or consulted any other health care providers since your last visit? Yes No



Staff: Is the specialist note in the chart? Yes No

4. Have you had any blood work or X-rays done since your last visit? Yes No


Staff: Is the specialist note/letter in the chart? Yes No

5. Are there any forms or letters you will need us to fill out? Yes No

If yes, please describe the purpose of the forms.

6. What are your top areas of concern or topics that you want to talk about at this visit?

1.

2.

3.


SAMPLE INTRODUCTORY LETTER TO PATIENT

Re: Patient-Centered Medical Home Initiative

Dear Patient:

Welcome to the patient-centered medical home (PCMH) initiative, a new way of managing your health care! PCMH is not a building, a house, or a hospital. It is a model of care designed to improve the coordination of your health care with an emphasis on your all-around well-being. Optional: HMSA has identified me as your potential primary care provider (PCP) based on your enrollment selection or your pattern of doctor visits. I would be happy to be your PCP and work with you on your health care needs. I invite you to continue working with me in this new model of care. I will work with other health care providers to take care of you. As your care team, we will involve you in decisions about your health and health care, and thus be able to develop a stronger relationship with you. You will also have easier access to me through: <insert as applicable: phone visits, Web visits, secure email through HMSA’s Online Care>. These are all elements in my PCMH approach to your care. Optional: If you are over 40 years of age or have a chronic condition for which you are being treated and have not seen me within the last year, please contact my office and schedule an appointment so we may reconnect. Attached is a list of our roles in working together to keep you healthy. If you have any questions, please call my office at <insert telephone number>. I look forward to walking with you on the path to a healthier you! Sincerely,

Enclosure


OUR ROLES IN WORKING TOGETHER

As your primary care provider, I will:

Learn about you, your family, life situation, and health goals and preferences. I will remember these and your health history every time you seek care and suggest treatments that make sense for you.

Take care of any short-term illness, long-term chronic disease, and your all-around well-being. Keep you up-to-date on all your vaccines and preventive screening tests. Connect you with other members of your care team (specialists, health coaches, etc.) and coordinate

your care with them as your health needs change. Be available to you after hours for your urgent needs. Notify you of test results in a timely manner. Communicate clearly with you so you understand your condition(s) and all your options. Listen to your questions and feelings. I will respond promptly to you – and your calls – in a way you

understand. Help you make the best decisions for your care. Give you information about classes, support groups, or other services that can help you learn more

about your condition and stay healthy.

We trust you, as our patient, to:

Know that you are a full partner with us in your care. Come to each visit with any updates on medications, dietary supplements, or remedies you’re using,

and questions you may have. Let us know when you see other health care providers so we can help coordinate the best care for

you. Keep scheduled appointments or call to reschedule or cancel as early as possible. Understand your health condition: ask questions about your care and tell us when you don’t

understand something. Learn about your condition(s) and what you can do to stay as healthy as possible. Follow the plan that we have agreed is best for your health. Take medications as prescribed. Call if you do not receive your test results within two weeks. Contact us after hours only if your issue cannot wait until the next work day. If possible, contact us before going to the emergency room so someone who knows your medical

history can care for you. Agree that all health care providers in my care team will receive all information related to your health

care. Learn about your health insurance coverage and contact HMSA if you have any questions about your

benefits. Pay your share of any fees. Give us feedback to help us improve our care for you.


SAMPLE PATIENT-PROVIDER PARTNERSHIP AGREEMENT

Dear Patient,

Welcome and thank you for choosing my practice. I am committed to providing you with the best medical care based on your health needs. My hope is that we can form a partnership to keep your whole self as healthy as possible, no matter what your current state of health.

Your commitment to my patient-centered medical home practice will provide you with an expanded type of care. I will work with both you and other health care providers as a team to take care of you. You will also have better access to me through phone and Web visits and secure email through HMSA’s Online Care.

As your primary care provider, I will:

Learn about you, your family, life situation, and health goals and preferences. I will remember these and your health history every time you seek care and suggest treatments that make sense for you.

Take care of any short-term illness, long-term chronic disease, and your all-around well-being. Keep you up-to-date on all your vaccines and preventive screening tests. Connect you with other members of your care team (specialists, health coaches, etc.) and coordinate

your care with them as your health needs change. Be available to you after hours for your urgent needs. Notify you of test results in a timely manner. Communicate clearly with you so you understand your condition(s) and all your options. Listen to your questions and feelings. I will respond promptly to you – and your calls – in a way you

understand. Help you make the best decisions for your care. Give you information about classes, support groups, or other services that can help you learn more

about your condition and stay healthy.

We trust you, as our patient, to:

Know that you are a full partner with us in your care. Come to each visit with any updates on medications, dietary supplements, or remedies you’re using,

and questions you may have. Let us know when you see other health care providers so we can help coordinate the best care for

you. Keep scheduled appointments or call to reschedule or cancel as early as possible. Understand your health condition: ask questions about your care and tell us when you don’t

understand something. Learn about your condition(s) and what you can do to stay as healthy as possible. Follow the plan that we have agreed is best for your health. Take medications as prescribed. Call if you do not receive your test results within two weeks. Contact us after hours only if your issue cannot wait until the next work day. If possible, contact us before going to the emergency room so someone who knows your medical

history can care for you.


Agree that all health care providers in my care team will receive all information related to your health care.

Learn about your health insurance coverage and contact HMSA if you have any questions about your benefits.

Pay your share of any fees. Give us feedback to help us improve our care for you.

I look forward to working with you as your primary care provider in your patient-centered medical home.

Provider Signature Printed Provider Name Date

__________________________________________________________________________________

Patient Signature Printed Patient Name Date

__________________________________________________________________________________

Parent/Guardian Signature Printed Parent/Guardian Name Date

__________________________________________________________________________________

*Cell Phone Number _____________________

*Email Address _________________________

*By providing your cell phone number and/or email address, you consent to your PCMH care team contacting you regarding your medical care via cell phone or email.


SAMPLE PATIENT CHECKLIST – BEFORE APPOINTMENT

A patient-centered medical home is an approach to providing total health care for you. With a medical home,

you will have a care team to support you, helping you to make the best decisions for your health. So help us

to know you better.

Get ready for your appointment! Use this handy checklist.

□ Make a list of any questions you have about your health. Put the questions that are most important to you

at the top of the list.

□ Make a list of other health care providers you have visited. Jot down their contact information and the

reason why you visited them.

□ Bring all of your medications, in their original containers, to your appointment. Be sure to include prescription, over-the counter, natural, and herbal medications and dietary supplements. □ Take your HMSA membership card and other insurance information with you.


SAMPLE PATIENT CHECKLIST – DURING APPOINTMENT

The patient-centered medical home is a way for you to be involved in and better understand your own health care.

So during your appointment, use this handy checklist.

□ Write down the names of the members of your care team.

□ Let your provider know about any changes in your health and/or condition.

□ Are there any updates on your use of medications or dietary supplements?

□ Have you visited other health care providers?

□ Use your list of questions. Ask your top questions first. That way, even if you can’t get all the answers you need at one time, you can at least keep track.

□ Talk with your provider about what health issue(s) you should work on first.

□ Make sure you understand what you should do before you leave the office.

□ Ask how you can reach your care team after hours if it becomes necessary.


Appendix C: PCMH Care Coordination

Care Coordination

The joint principles of the patient-centered medical home (PCMH) are:

• A personal physician.

• Physician-directed medical practice.

• Whole-person orientation.

• Quality and safety.

• Enhanced access to care.

• Payment structure.

• Care coordination.

Coordination of care across the health system is a critical com-ponent for the effective delivery of HMSA’s PCMH program.

Care coordination is the integration of all care delivery elements in the health care system and the patient’s community. The goal is to coordinate providers, technology, and operational workflows into a cohesive unit, working together to ensure a patient’s care needs are understood, shared, and met.

Care Coordination: Cornerstone to PCMH Success

HMSA’s PCMH program is designed to incorporate care coordi-nation into the daily workflow of physician practices and provide enhanced access to the Support Services Resource Hub. The hub is a central access point to care coordination support ser-vices for primary care practices. More information on the hub can be found below.

Care coordination is a core component of a PCMH and is es-sential to each participating physician organization and each physician participating in a PCMH. While care coordination services will differ from practice to practice, physicians will focus on meeting the patient needs (before, during, and after a visit) and implementing care plans to enhance care between visits. The physician’s practice may also benefit from using physician extenders to expand the care team as needed.

The following services are available to help primary care physi-cians coordinate care, for their patients:

1. Care Planning Registries.

2. Support Services Catalog.

3. Central access point to the Support Services Resource Hub.

Care Planning Registries

PCMH-participating physicians will have access to Care Planning Registry reports. These reports will give physicians monthly data on quality care gaps in their patient panel. The quality care gaps are related to the pay-for-quality program metrics (e.g., patients needing breast cancer screening). Care Planning Registry reports can be accessed through HBIOnline.

Support Services Catalog

The Support Service Catalog is a list of support services available to help physicians address their patients’ gaps in care. These services can be accessed and/or requested by contacting the hub. Both individual patient services and patient group services can be requested. The diagram below provides an overview of available services. The support services discussed in this section are available to PCMH physicians. As the PCMH program ma-tures, the list of available support services will expand.

Physician & Patient

Care Team

PaymentStructure

EnhancedAccess to Care

Quality andSafety

Whole-PersonOrientation

Coordinated CareAcross Health Care

System

PersonalPhysician

&

Physician-Directed

Medical Practice


Support Services Resource Hub

The Support Services Resource Hub provides physicians with a single, consolidated access point to support care coordination. This hub links patients with gaps in care to needed care services. Specifically, physicians can access the hub, using a dedicated

phone line, to ask about services available to support the pa-tient’s health needs and request services to address gaps in care. Service requests can be made via phone or fax. PCMH also provides patient outreach services on behalf of the provider as outlined in the PCMH Support Services Catalog section. This is supported through relationships between HMSA and Healthways.


Wrap Up

The Care Planning Registry reports, Support Services Catalog, and Support Services Resource Hub are essential tools for ef-fective delivery of quality care. Over time, these tools will mature with the PCMH program to bring more value in coordinating care across providers, technology, and operational workflows.

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