CMF4 - Access Model 2.0 - All Hands on Deck Approach to Access

Session Description: Patient access at Lynn Community Health Center is our most precious commodity and we need to leverage our access wisely. We are the 3rd largest FQHC in the state with a panel of over 40,000 patients. After recent public health crises, we recognized that many of our clinical operations needed an update. We began by looking at the current state of our access model. We performed key analysis and engaged stakeholders, including frontline staff, to determine how to upgrade to Access Model 2.0. We used the feedback from our listening sessions to design experiments focused on 2 key elements – skill alignment and capacity. We created Medical Assistant (MA) visits that allow more access for patients who need a blood pressure recheck or other routine health maintenance. The MA can follow our Hypertension Care Pathway to determine the follow up plan for the patient. Our MA feel empowered to take on their new role with support from Nurses and Medical Providers. We invested in a Provider of the Day who has a reduced schedule to support nurse visits, etc. Our learning prompted us to take the next step in our experiment - update our PCP Epic template to allow for more time for patient visits. By creating more MA and RN access, we have innovative tools that allow for the right patient to get the right care at the right time. In essence, we are building a true team based approach for patient care access with all hands on deck.