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TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE & EXPO
AUGUST 31 – SEPTEMBER 2, 2016
SELLING YOUR SERVICES:
MANAGING AND MAINTAINING A
CONTRACT
TUESDAY, AUGUST 30, 2016
JENNIFER RAYMOND DIRECTOR, HEALTH LIVING CENTER OF
EXCELLENCE
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
SPECIAL THANKS
• Tufts Health Plan Foundation • John A. Hartford Foundation • Administration on Community Living • Massachusetts Department of Public Health • Massachusetts Executive Office of Elder Affairs • Harvard Pilgrim Health Plan Foundation • Senior Whole Health • Massachusetts Councils on Aging • Mass Home Care
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
OVERVIEW OF HLCE
Vision: Transforming the healthcare delivery system, so that medical systems, community-‐ based social services, and older adult collaborate to achieve be5er health outcomes and be5er healthcare, both at sustainable costs. Key Features: * Statewide Disease Management Coali>on with website and universal license * Seven (7) regional collabora>ves * Centralized referral, technical assistance, learning, and quality assurance * Mul>-‐program, mul>-‐venue, across the lifespan approach * Diversifica>on of funding for sustainability *EBP integra>on in medical home, ACO and other shared seLngs
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
MANAGING THE CONTRACT
Maintaining Integrated Provider Network
Con>nually reviewing the Value Proposi>on
Partnership vs. Vendor rela>onship
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
CONTINUALLY REVIEWING YOUR VALUE PROPOSITION
Always ask, “What keeps you up at night?”
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
IIS THE CONTRACT DELIVERING ON YOUR VALUE PROPOSITION?
• PROBLEM SOLVING, NOT JUST SERVICE PROVIDING
• EXISTING COMMUNITY RELATIONSHIPS
• Single Contract for all regions/programs
• Marke>ng and Outreach
• Feedback loops • Training & Technical Assistance • Quality & Efficiency through Centralized Infrastructure
• Con>nuous Quality Improvement (PDSA)
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
GROWING REFERRALS: INTERNAL REGISTRIES
• At risk members identified by plan/provider
• Appropriate HIPAA and BAA executed
• Collaborative initial outreach (mailed correspondence)
• Motivational Interviewing by HLCE
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
SENIOR WHOLE HEALTH
• Single contract for all regions/programs • Four pronged referral approach - Registry of high risk members identified through internal
analytics - GSSC (Geriatric Support Services Coordinator) referrals - Referrals from case/care managers and other SWH providers - Self-Referral
• Bifurcated rate (recognizes cost and value) - 50% when member contacted - 50% upon program completion
• Data collection and Feedback
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
SENIOR WHOLE HEALTH: RESULTS
Recent Workshop: • A Matter of Balance • Boston, MA • Low income housing • Chinese Speaking
• Internal SWH registry • All called with MI techniques
82 referrals
• 17% transla>on rate from ini>al referrals 14
a5endees
• 13.4% transla>on from referrals
• 78% comple>on rate
12 completers
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
DEMONSTRATING OPERATIONAL EXCELLENCE
• Operationalize for Success
! Be VERY clear how they define success beyond the contract language.
• Be Proactive ! Don’t wait for referrals to come to you.
• Create Ongoing QI and Evaluation PARTNERSHIP Processes
! Collaborative CQI
• Go above and beyond ! Coverage, cross training, clients outside of the program…even if it doesn’t “pay”.
• Nurture the relationship
! Key to contract renewal
• Identifying Additional Opportunities
! BE CREATIVE! Identify their “pain points’ and offer an additional service.
• Be flexible and have a “can do” attitude ALWAYS!
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
WHAT NOT TO DO
• Get into a Contract that is Difficult to Prove Organizational Value - “Buying a staff person”
• Become Complacent – What ELSE keeps you up at night?
• Allow Contract to Depend on a one individual - Build multi-level QA process
• Delegate a new contract to a “non-decision maker”
- Creates lag time for rapid response and improvements
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
TOOLS FOR MOVING FORWARD
• Cost Avoidance
• Improved ac>va>on
• Improved sa>sfac>on
h5p://www.n4a.org/Files/ASA%20ar>cle_v37n4_Tabbush_July-‐August2016.pdf
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
KEY LEARNINGS
• Start to build it before they come • Address provider’s core needs/problems • Diverse referral streams • Look at outcomes broadly - Health - Activation - Satisfaction
• Ongiong QI • Remain Flexible
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
Contact Informa;on
Jennifer Raymond
Director, Healthy Living Center of Excellence JenniferRaymond@hsl.harvard.edu
www.healthyliving4me.org
TOGETHER WE RISE MEALS ON WHEELS CONFERENCE AND EXPO
TOGETHER WE RISE MEALS ON WHEELS ANNUAL CONFERENCE AND EXPO
REMINDER:
• Please remember to fill out the course evaluation on our app!
• You can access the survey by going to the course your Conference App and selecting “Survey”
• Fill out your responses and then hit “Finish”
• Thank you!
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