Becoming a Performance-Driven Organization: A Case Study in Sustaining Patient-Centered Outcomes

The pandemic’s lingering effects on health center operations, workforce culture, and staff burnout have made it challenging to refocus on what is needed to prepare for future Alternative Payment Models (APMs). This often feels unattainable with the day-to-day challenges of running a health center in our current fee-for-service (FFS) world. The workshop will include a case study of one organization with 13 locations - Open Door Community Health in Humboldt County, California. Open Door underwent a massive workforce development project with a focus on leadership development and process improvement to shift their culture towards one that was outcomes-based and better poised to care for patients in an APM world. The results? They increased patients per hour by 6 percent to improve access to care in their area, reduced their cycle times by 25 percent to improve patient experience, and improved work-life balance by increasing same-day charting completion rates to 72 percent by end of day. Attendees will learn tactics to achieve a measured shift to a performance-driven culture, focused on innovation, and how to sustain their improvements over time using data and new leadership tactics; and will leave with an understanding of the roadmap to success.