Tags

Type your tag names separated by a space and hit enter

Staff Perspectives on Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study.
J Gen Intern Med. 2019 05; 34(Suppl 1):82-89.JG

Abstract

BACKGROUND

Improving care coordination is a key priority for many healthcare systems. However, initiatives to improve care coordination are complex to implement and have produced mixed results. A better understanding of how to craft and support implementation of effective care coordination strategies is needed.

OBJECTIVE

To identify and understand the challenges and factors encountered by Patient-Aligned Care Team (PACT) staff in performing care coordination tasks in outpatient clinics in the Veterans Health Administration (VA).

DESIGN

Qualitative study using semi-structured formative evaluation interviews.

PARTICIPANTS

Fourteen interviews with 18 clinical frontline managers and staff from 12 clinic sites across five VA health systems.

INTERVENTIONS

This paper reports on baseline data collected for the Coordination Toolkit and Coaching (CTAC) project. CTAC aims to improve patients' experience of care coordination within VA primary care and between PACT and other outpatient and community settings.

APPROACH

We conducted pre-implementation telephone interviews with frontline managers and staff, primarily nurse managers.

KEY RESULTS

PACT staff described challenges in aligning care coordination priorities across different levels of the VA system, including staff, patients, and leadership. Additionally, PACT staff noted challenges coordinating care both within and outside the VA, and identified resource barriers impeding their care coordination efforts. To address these challenges, staff made several recommendations for improvement, including (1) contingency staffing to address staff burnout; (2) additional PACT training for new staff; (3) clarification of care coordination roles and responsibilities; and (4) and care coordination initiatives that align both with centrally initiated care coordination programs and frontline needs.

CONCLUSION

In the VA and similarly complex healthcare systems, our findings suggest the need for care coordination strategies that are buttressed by a system-level vision for care coordination, backed up by clear roles and responsibilities for information exchange between primary care staff and other settings, and multidimensional accountability metrics that encompass patient-, staff-, and system-level goals.

Authors+Show Affiliations

HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA. Tanya.Olmos@va.gov.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA. David Geffen School of Medicine, University of California at Los Angeles, Los Angeles, CA, USA.Veterans Evidence-based Research Dissemination and Implementation Center (VERDICT), South Texas VA Health Care System, San Antonio, TX, USA. University of Texas Health Science Center at San Antonio, San Antonio, TX, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA. Department of Psychiatry and Biobehavioral Sciences, University of California, Los Angeles, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA.HSR&D Center for the Study of Healthcare Innovation, Implementation and Policy (CSHIIP), VA Greater Los Angeles Healthcare System, North Hills, CA, USA. Veterans Evidence-based Research Dissemination and Implementation Center (VERDICT), South Texas VA Health Care System, San Antonio, TX, USA. University of Texas Health Science Center at San Antonio, San Antonio, TX, USA.

Pub Type(s)

Journal Article
Research Support, U.S. Gov't, Non-P.H.S.

Language

eng

PubMed ID

31011971

Citation

Olmos-Ochoa, Tanya T., et al. "Staff Perspectives On Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study." Journal of General Internal Medicine, vol. 34, no. Suppl 1, 2019, pp. 82-89.
Olmos-Ochoa TT, Bharath P, Ganz DA, et al. Staff Perspectives on Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study. J Gen Intern Med. 2019;34(Suppl 1):82-89.
Olmos-Ochoa, T. T., Bharath, P., Ganz, D. A., Noël, P. H., Chawla, N., Barnard, J. M., Rose, D. E., Stockdale, S. E., Simon, A., & Finley, E. P. (2019). Staff Perspectives on Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study. Journal of General Internal Medicine, 34(Suppl 1), 82-89. https://doi.org/10.1007/s11606-019-04967-y
Olmos-Ochoa TT, et al. Staff Perspectives On Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study. J Gen Intern Med. 2019;34(Suppl 1):82-89. PubMed PMID: 31011971.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Staff Perspectives on Primary Care Teams as De Facto "Hubs" for Care Coordination in VA: a Qualitative Study. AU - Olmos-Ochoa,Tanya T, AU - Bharath,Purnima, AU - Ganz,David A, AU - Noël,Polly H, AU - Chawla,Neetu, AU - Barnard,Jenny M, AU - Rose,Danielle E, AU - Stockdale,Susan E, AU - Simon,Alissa, AU - Finley,Erin P, PY - 2019/4/24/pubmed PY - 2020/10/7/medline PY - 2019/4/24/entrez KW - healthcare delivery KW - implementation research KW - primary care KW - qualitative research KW - veterans SP - 82 EP - 89 JF - Journal of general internal medicine JO - J Gen Intern Med VL - 34 IS - Suppl 1 N2 - BACKGROUND: Improving care coordination is a key priority for many healthcare systems. However, initiatives to improve care coordination are complex to implement and have produced mixed results. A better understanding of how to craft and support implementation of effective care coordination strategies is needed. OBJECTIVE: To identify and understand the challenges and factors encountered by Patient-Aligned Care Team (PACT) staff in performing care coordination tasks in outpatient clinics in the Veterans Health Administration (VA). DESIGN: Qualitative study using semi-structured formative evaluation interviews. PARTICIPANTS: Fourteen interviews with 18 clinical frontline managers and staff from 12 clinic sites across five VA health systems. INTERVENTIONS: This paper reports on baseline data collected for the Coordination Toolkit and Coaching (CTAC) project. CTAC aims to improve patients' experience of care coordination within VA primary care and between PACT and other outpatient and community settings. APPROACH: We conducted pre-implementation telephone interviews with frontline managers and staff, primarily nurse managers. KEY RESULTS: PACT staff described challenges in aligning care coordination priorities across different levels of the VA system, including staff, patients, and leadership. Additionally, PACT staff noted challenges coordinating care both within and outside the VA, and identified resource barriers impeding their care coordination efforts. To address these challenges, staff made several recommendations for improvement, including (1) contingency staffing to address staff burnout; (2) additional PACT training for new staff; (3) clarification of care coordination roles and responsibilities; and (4) and care coordination initiatives that align both with centrally initiated care coordination programs and frontline needs. CONCLUSION: In the VA and similarly complex healthcare systems, our findings suggest the need for care coordination strategies that are buttressed by a system-level vision for care coordination, backed up by clear roles and responsibilities for information exchange between primary care staff and other settings, and multidimensional accountability metrics that encompass patient-, staff-, and system-level goals. SN - 1525-1497 UR - https://www.unboundmedicine.com/medline/citation/31011971/Staff_Perspectives_on_Primary_Care_Teams_as_De_Facto_"Hubs"_for_Care_Coordination_in_VA:_a_Qualitative_Study_ DB - PRIME DP - Unbound Medicine ER -