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Press Ganey, AMGA Launch First Patient Experience Improvement Tool for ACOs

June 15, 2012

Press Ganey Associates. and the American Medical Group Association (AMGA) have launched the healthcare industry’s first survey designed to help accountable care organizations (ACOs) and other health systems identify opportunities for improving both efficiency and quality. The tool, called the Press Ganey-AMGA Coordinated Care Solution, assesses a patient’s entire episode of care and enables better management of population health to create positive patient outcomes and maximize shared savings.

The Coordinated Care Solution was built to fill critical information gaps identified by members of the AMGA ACO Collaborative and provides in-depth analysis unmatched by event-based surveys. Those concepts not captured by event-based surveying include effective use of care team members, provider engagement and the patient’s assessment of their own level of engagement, loyalty and compliance.

“With more than five million lives now covered by ACOs, the success of these organizations and other integrated delivery models is vital to fulfilling the Institute for Healthcare Improvement’s ‘triple aim’ and transitioning from a volume-based system to one that is value-based,” said Patrick Ryan, CEO of Press Ganey. “A key component of that success is having the right tools to help providers strive for seamless coordination of care by understanding the viewpoint and behaviors of the patient who is interacting with different providers. The input of AMGA members – and their participation in the pilot – was invaluable in developing a ground-breaking survey to meet this need.”

“AMGA members are on the vanguard of delivering high-quality and high-value care. So we wanted to be at the forefront of developing an innovative survey to capture the critical component of patient engagement which is essential to successfully operate in an accountable care environment, especially under the various Medicare ACO programs,” said Donald W. Fisher, PhD, CAE, president and CEO of AMGA. “We’re proud to have partnered with Press Ganey to bring this new solution to market. It is an essential step in helping our members as they seek to transform themselves into high-performing health systems and ACOs.”

One of the participants in the Coordinated Care Solution pilot was Geisinger Health System, an organization known for its advanced patient-centered medical home called ProvenHealth Navigator, a collaborative effort between Geisinger Clinic and Geisinger Health Plan (GHP), the not-for-profit health insurance component of the health system.

“We believe that our physicians ‘own’ our patients, no matter where they are – at home, in the hospital, or in a nursing home,” said Tom Graf, MD, Geisinger’s associate chief medical officer. “Taking a holistic approach to care meant changing our relationship with our patients. As a pioneer in coordinated care, we recognized the need for a more comprehensive tool to support this new relationship by collecting important information that was previously unavailable – information on what our patients thought we were doing right and what we could improve as they moved from one type of provider to another during their treatment.”


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