Transitional Care Workflow Redesign

Background and Purpose: Readmission rates for those with chronic conditions are exceeding benchmarks and driving up healthcare spending; there is a need to improve care coordination and outcomes. This project was done to evaluate and offer evidence-based suggestions for improvement to a multidisciplinary care coordination team in an Accountable Care Organization (ACO). Internal data suggests the team is underutilized within the ACO and that the ACO is underperforming. Conscious workflow design has been shown to improve the efficiency of existing work processes.

Methods: The care coordination team (N=6), licensed practical nurses and social workers, were the project participants. Following Institutional Review Board approval, a presentation was given on current ACO performance data and project goals. Team members were invited to participate by filling out a survey. The 31-item Team Development Measure (Cronbach’s α) assessed team functioning to identify where gaps exist in the team’s processes. Further knowledge about workflow was gained via quality improvement methods of direct observation and informal conversational interviews with team members, the ACO team manager, and various providers within the ACO and their staff. Field notes were analyzed and confirmed with the ACO team manager. Rasch analysis was performed on survey data to convert ordinal numeric results from the Likert scale into an interval score from 0 to 100, which correlates with elements of team development.

Results: Rasch analysis revealed a mean score of 54.17 (SD=8.06). Based on this score, the team has cohesiveness and communication in place but has not yet established role and goal clarity. Analysis of notes and impressions revealed a lack of adherence to date deadlines, inconsistent processes among team members, and use of non-evidence based patient care interventions such as minimal to no home visits and a lack of standardized patient education. Team analysis results, workflow observations, and current evidence on transitional care were integrated into an executive report containing realistic prioritized changes that maximize team member’s skill sets and clarify roles and goals of the team which was provided to the ACO administration along with recommendations for evidence-based process improvements.

Conclusion: This project can serve as a model for analyzing team functioning and workflow to inform agencies where gaps in their processes are affecting performance. The analysis can then be used to recommend evidence based practice changes. Implementation of the suggested workflow should improve existing efforts in trying to meet benchmark quality measures for the ACO as well as improve team functioning.