The business of care delivery

According to a recent National Ambulatory Medical Care Survey, there are about 1 billion patient office visits in the U.S. annually. This is the number of opportunities medical practice executives have to make a difference in a patient's experience and perspective on healthcare delivery.

Medical practice executives are an integral part of the healthcare framework and are playing an increasingly important role in serving patients—as there is an entire business and structure behind effective care-delivery models. Practices are working to improve their patients' experience and satisfaction with their visits beyond the time spent with the clinician.

In my perspective, the future success of our industry hinges on our ability and willingness to collaborate. Moving forward, collaboration between clinicians and practice executives is paramount for delivering high-quality patient care and improving outcomes.

How can we design patient-care systems that are efficient, equitable, safe, timely and effective? It will be medical group managers—the MGMA-ACMPE's members—alongside clinicians, who will determine and implement processes, tools and procedures necessary to achieve high-quality, cost-effective care and address related evolving payment models. This collaboration will drive success in practices and with patients.

Any successful model of healthcare delivery requires a proper structure and foundation—the right providers and staff.

Physician practices are investing in patient-centered care and continuing to seek ways to better serve their communities, including formally or informally integrating or aligning with other stakeholders or exploring alternative models for delivering care. There isn't a one-size-fits-all model for success, but certainly, medical practice executives who are knowledgeable about the business of care delivery and can strategically guide alignment options will be beneficial to your practice.

Practices should invest in staff members to manage operations, navigate the complex regulatory environment, and develop and implement processes to drive improved patient outcomes. The practice manager has a demanding role in the practice. That person is the champion for safety, quality, information technology capabilities and compliance, among managing the other day-to-day tasks, such as collecting from patients and scheduling appointments. Without exemplary practice management, these items, big and small, might get lost in the shuffle.

Medical practice executives support patients in numerous ways—and working with clinicians to develop and implement patient-care systems is very valuable in today's value-based environment. A few ways to do this include providing options for patients contemplating treatment and helping patients before and after an episode of care. Ensuring access for prompt, appropriate levels of care and case management between facilities all fall under the purview of the administrative staff. Having someone properly manage these aspects of the business helps ensure that clinicians have the time to devote to patent care.

As the profession of medical practice management advances, the MGMA-ACMPE is prepared to guide members in the business of care delivery and assist practice executives as they innovate and evolve their practices. According to recent MGMA-ACMPE data, approximately half of practices are already engaging in clinical-care coordination and analyzing patient outcomes and have established evidence-based protocols. Almost a quarter have a fully implemented process in the practice to better manage and support patients.

Some call these systems population health management. Others might call them patient recall systems, group wellness visits or patient outreach. More medical groups are using educational tools, data analysis and other administrative programs designed to better support patients with chronic diseases and risk factors.

Physician practices have an immense amount of opportunity to serve their communities in new and innovative ways. Especially in such a period of change and uncertainty, the need for clinicians and practice executives to team up and serve patients is at an all-time high. Patients are the crux of our system and working to enhance their experience should continue to be our driving force.

This week, we'll host the MGMA Annual Conference in San Diego, which is designed to be an enriching and valuable learning experience for all in attendance. The conference is a face-to-face opportunity to provide resources and information about the business of care delivery, which will enable practice executives to implement the tools and patient-care systems that drive better care, better outcomes and financial sustainability—ultimately to thrive in this environment and prepare for tomorrow.

Dr. Susan Turney is president and CEO of the MGMA-ACMPE, based in Englewood, Colo.