hcpf person- and family-centered approach · [email protected] 2:30 p.m. pair &...
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2/17/2016
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Feb-16
Presented by: Carrie Cortiglio and Colleen Daywalt
Creating a Culture of Collaboration with Clients
HCPF Person- and Family-
Centered Approach
Objectives
Define Person- and Family-Centeredness (PFC)
Describe the role the PFC plays at the Colorado
Department of Health Care Policy and Financing
Share the evolution of our work in Person- and
Family-Centeredness and plans for the future
Solicit input on our efforts and plans for the future
of PFC at the Department
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Agenda
2:00 p.m. Presentation
2:10 p.m. Panel Introductions
2:20 p.m. Presentation Q & A
2:30 p.m. Pair & Share Activity / Webinar Chat
2:45 p.m. Report Out and Final Questions
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What is Person- and Family-Centeredness?
Respects and values individuals Working with clients and families
The Department defines being “person-centered” as thinking and
behaving in ways that respect and value individual preferences,
strengths, and contributions.
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The Road to Person-Centeredness … Without A Map!
Research and Models
Institute for Patient- and Family-Centered Care (IPFCC)
Cleveland Clinic
CareOregon
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Partnerships
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The Real Road to Person-Centeredness …
• Re-launch of HCPF and PEAK sites
• Launch of PEAKHealth mobile app
• Creation of In-Person Advisory
Council
• Creation of internal Champions
group
• Creation of Virtual Advisory
Council
• Creation and Development of
Person- and Family-Centeredness
Strategic Plan Detours
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Promoting and Sustaining
Advisory Councils
Leadership
Champions
Executive Director and
Executive Team
sponsor and support
efforts in the
Department to
promote and sustain a
culture of person- and
family-centeredness.
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Leadership
Susan E. Birch MBA, BSN, RN
Executive Director
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25-30 employee “Champions” representing each office
Facilitate organizational culture change by identifying
specific processes or policies in their Division or section that
can become more person-centered.
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Internal Champions
In-Person and Virtual
Councils for Medicaid,
CHP+ clients and
family members.
Collaborate with the
Department to
implement and sustain
a culture of person-
and family-
centeredness.
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Advisory Councils
In-Person Advisory Council
February 9, 2016
In-Person Advisory Council
February 9, 2016
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Examples of Advisory Council Engagement
Person-centered stories
Medicaid card revamp
Person-centered metrics
Medicaid Customer Contact Center
survey
Member onboarding handbooks
HCPF Website Feedback Survey
1095-B Tax Form FAQs, Letters and
Messaging
Person-Centeredness Strategic Plan
HealthColorado Letters and Materials
Health First Colorado Messaging,
Outreach Tactics, Website Content,
and FAQs
Medicaid Customer Contact Center
Scripting and FAQs
Strategic Plan
Employee Engagement
Employee Commitment to
Client and to One
Another
Client Engagement
Client Experience
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The Work Continues
External
• Extend person-
centered practices to
contractors, vendors
• Incorporate PFC into
contract language
• Extend person-
centered practices to
providers
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Internal
• Fully implement
Strategic Plan
• Creation of staff PFC
training
• Integration of PFC in
new employee
onboarding
• Employee
performance plans
include measurement
for PFC
Panel Introductions
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Emily Dewey
Internal Champion
Provider Performance Analyst, Financial Analytics Unit
Liz Henry
Advisory Council member
Barbara Ramsey
Division Director, Intellectual & Developmental
Disabilities Division
Antoinette Taranto
Chief Client Officer
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Question & Answer
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Pair & Share Activity
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In-Person Discussion:
Use the question to
guide your discussion
with a neighbor
Webinar:
Use the question to
guide your discussion in
open chat
Phone:
Use the question to
guide your feedback
to the phone
moderator
Prepare to report
discussion highlights
to the group!
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Discussion Question
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With the Department’s definition of person-
and family-centeredness in mind, where in
the Medicaid and/or CHP+ member
experience can person-centered principles
have the most impact?
Report Out
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Questions or Comments?
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Please write
additional questions
on the cards provided
and they will be
addressed in a
document sent out via
email and posted on
our website.
Contact Information
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Email: [email protected]
Website: www.colorado.gov/hcpf
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Thank You!