1. Patient Centered Medical Home The Patient at the Center Rose Ramirez, MD October 14, 2010

2. 7 Principles of the PCMH • Personal Physician • Physician led teams • Whole person orientation • Care that is coordinated and/or integrated • Quality and safety are hallmarks • Enhanced access • Appropriate payment

3. 9 Consumer Principles of the PCMH • A team guides care in a continuous, accessible, comprehensive and coordinated manner. • The PCMH takes responsibility for coordinating its patients’ health care across care settings and services over time, in consultation and collaboration with the patient and patient’s family. • The patient has ready access to care.

4. 9 Consumer Principles of the PCMH • The PCMH “knows” its patients and provides care that is whole person oriented and consistent with patients’ unique needs and preferences. • Patients and clinicians are partners in making treatment decisions. • Open communication between patient and the care team is encouraged and supported.

5. 9 Consumer Principles of the PCMH • Patients and their caregivers are supported in managing the patient’s health. • The PCMH fosters an environment of trust and respect. • The PCMH provides care that is safe, timely, effective, efficient, equitable, patient-centered and family focused.

6. Teams of Caregivers • Physician led teams. • Have all team members work at the level of their license and training. • Delegate whenever possible. • Make excellent communication among the team a top priority. • Borrow great ideas from other practices. • Limited resources? Get creative!!

7. Information Technology • Enough said….

8. Service Orientation is Paramount • Treat your patients like you would like your family and yourself to be treated. • Have a clean, comfortable, well-lit office space. • Have a real person answer the phone. • Respect your patient’s time. • Email and phone visits. • Create an office culture that is nurturing and healing.

9. The Power of the Human Touch • The more high-tech we get, the more we need the healing power of the human touch. -Frank Boehm, MD • A physical touch can help with emotional and spiritual healing. • Sit down at the patient level when you converse. • Build trust by listening to the stories of your patients and sometimes, share one of your own.

10. Parting thoughts… • Of all the forms of inequality, injustice in health care is the most shocking and inhumane. -Dr. Martin Luther King Jr. • He who has health has hope, and he who has hope has everything. -Arabian Proverb • Service that is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered in a spirit of joy. -Mohandas Gandhi