Innovation in patient-centered care: lessons from a qualitative study of innovative health care organizations in Washington State

Table 2 Strategies and Activities

	Health Plans		Provider Organizations		Clinics
Strategies and Activities	Public Plan or Purchaser	Private Plans	Multispecialty Groups	Independent Practice Association	Innovator Site	Comparison Site
Information Technology and Management
Make greater and better use of data	X	X	X	X	X	X
Use electronic medical records					X	X
Use e-prescribing					X	X
External Environment and Relationships
Change/influence PPACA regulations		X
Account for PPACA in planning			X
Transform organization of health care delivery	X	X
Change reimbursement away from fee-for-service	X	X
Tailor payment to shape delivery system		X
Cultivate strategic partnerships			X
Prepare to become an ACO			X
Patient-Centeredness and Product Design
Improve customer service			X
Engage patients in their health/health care		X	X	X
Survey patient experience/satisfaction			X		X	X
Improve appropriateness of care	X	X	X
Improve care coordination			X	X	X	X
Develop value-based benefits		X
Focus on a specific population	X				X	X
eVisits					X	X
Experiment with medical home	X	X	X		X
Work Processes and Tasks
Use strategic framework for improvement			X
Centralize some tasks					X	X
Advanced scheduling					X	X
Expand nurse and mid-level providers' scope of practice			X		X	X
RNs lead chronic disease management					X
Use scribes					X	X
Human Resources
Bolster human resource efforts			X	X
Recruit providers who are a good cultural fit			X
Recruit within the organization			X
Engage employees			X		X	X
Train physician-leaders			X
Financial rewards for performance improvement			X

ISSN: 2731-4553