Age-Friendly “M” Words Make a Difference

INSIDE PROVIDER SERVICES by David Rosales

Welcome to the latest installment of my Frontline column, “Inside Provider Services,” where I talk about what’s going on with our Home Care, Hospice, Behavioral Health, Personal Care and Care Management Organization teams.

Patients, old and young, who feel listened to and involved in their care—whether that care is provided in a hospital or a facility, a doctor’s office, or within the home—are more likely to have better health outcomes than those who don’t feel engaged in their care. Empathetic, friendly care that involves patients can make a real difference.

Here’s something else that can happen when patients feel listened to and involved in their care—it can help improve the consumer experience. We’re seeing just that, first-hand, in our Home Care patient satisfaction ratings.

Last month, the Home Care team received 3 Stars in the Centers for Medicare and Medicaid Services (CMS) rating that measures patient satisfaction—this, after being stuck in the 2-Star range for the past several years. This is a direct result of doing what I just described—helping patients feel listened to and involved in their care by having meaningful conversations at the beginning and end of each care visit.

Congratulations to the entire Home Care team on moving this needle in the right direction!

And now, most recently, our Home Care and Hospice teams have begun embracing a new patient-centered care model called Age-Friendly Care, developed by the Institute for Healthcare Improvement. Age-Friendly Care uses a “4-M” framework that’s been proven to bring about improved health outcomes (including a reduction in ER visits and hospitalizations). 

The Age-Friendly 4-M framework consists of—you guessed it—“M” words:

• What Matters—Every home visit begins with the clinician asking the patient, “What matters most to you, and what do you want to achieve from the care provided to you?”

• Medication—The clinician reviews and discusses the patient’s medications on every home visit.

• Mobility—Each patient’s physical mobility is assessed regularly, and strategies like physical therapy and fall prevention are implemented as needed.

• Mentation—Each patient’s cognitive status is also monitored on an ongoing basis.

As I say, our Home Care and Hospice teams are now practicing the Age-Friendly Care model in preparation for our CHAP accreditation site visit. (If you’ve been in the office lately, you’ve no doubt spotted the 4-Ms displayed on our TV monitors as well as on posters.) 

The truth is, though, our Home Care team has been practicing the essence of these “M” words for many years, and even more so starting last year with their meaningful conversations—only now we have a new framework to help keep us on track.

It’s just one more way we’re making a Meaningful difference in our patients’ lives!