Community Health Center of Cape Cod Launches Patient Engagement Center to Improve Patient Care

August 8, 2017

As a Patient Centered Medical Home, CHC of Cape Cod holds itself to the highest standards.  Ensuring patients have access to care when they need it and request it, and validating that staff are working at the top of their licensures, are foundations of this model. CHC is proud to announce the recent launch of a Patient Engagement Center (PEC) designed to help strengthen those foundations.

The initial focus of the PEC is on managing inbound calls and scheduling appointments with Mashpee primary care providers. Two full-time Patient Access staff members are tasked with answering every live call that reaches the Mashpee operator. Patient Engagement protocols will guide staff when an appointment should be scheduled with the primary care provider, and this should reduce the opportunities callers have to circumvent the operator. Rather than forwarding calls onto the medical teams, Patient Access staff will create telephone encounters in their electronic health records system which will be routed to the team clinical administrators or nursing staff.

Ultimately, the aim of the Patient Engagement Center is to allow CHC of Cape Cod to sustain all facets of Patient Engagement: supporting clinical teams with patient care, working with the Complex Care team as they reach out to patients newly discharged from the hospital, and registering and orienting new patients. Creating a robust program for patient engagement is critical to helping the Health Center maintain its strategic goals: high quality patient centered care, operational excellence, a sustainable business model, and a destination for outstanding people.