The Wright Center (TWC) is a unique, community-based consortium that integrates workforce development and leverages the inextricable link between patient care and interprofessional medical education. TWC’s interprofessional teaching clinics are committed to engaging its people, its most valued resource, in an inclusive culture of learning where outcomes are prevalent. As a safety-net provider, TWC’s mission is to continuously improve education and patient care in a collaborative spirit to enhance outcomes, access and affordability. In its 35 year history, TWC has built innovative learning and care delivery environments, expanding its influence through collective enlightenment, grassroots initiatives and organic transformation..
The Wright Center
Fragmentation within complex care delivery and medical education systems pose significant challenges to longitudinal continuous healing relationships, which are essential for high-quality patient care and educational outcomes. To improve patient-centered care continuity in all out-patient settings, TWC utilized Qualis Health’s Empanelment Guide to illuminate EMR-driven workflow of team-based care delivery for defined populations. All providers and staff were assigned to color-coded teams based on FTE availability, and patients were empaneled based on preference and historical attachments to providers. Health IT was used to establish empanelment teams, create visual cues through automated scheduling alerts and promote team-based accountability for population-based care delivery and health outcomes utilizing registry and exception reports. Compliance was measured at all staff levels; metrics for TWC’s scheduling team is referenced in this case study. We encourage any practice in its current state to introduce the replicable and scalable models outlined in this TWC case study
As our patient-centered, team-based transformation progressed, the Performance Assessment and Competency Evaluation (PACE) Card was developed as an enabling IT tool for organizational-wide performance reporting. The PACE Cards reflected an evolving culture of performance-based employment and commitment to continuous learning for improvement. Staff and providers could now connect their daily work to the greater goals of the organization, resulting in unified and aligned teams collectively delivering defined metrics of a Corporate Balanced Scorecard. PACE Cards proved to be a disruptive and initially challenging innovation that quickly invoked a spirit of healthy value-based competition. Corporate Balanced Scorecard results were communicated and recognized at the highest management and governance levels of the organization, generating intense alignment. We encourage any practice in its current state to introduce the replicable and scalable models outlined in this TWC case study compilation.
The TWC PDSA Tracker Tool is essentially an “idea pool” where everyone within our organization is not only enabled, but expected to contribute to quality improvement efforts and a learning culture. The PDSA Tracker Tool provides a team-based IT framework to organize stackable, deliberate, constructive improvements driven by reflective practice and PACE Card metrics. The successful implementation of our PDSA Tracker Tool has advanced a culture of universal employee engagement and continuous learning for system improvement. Within the last two years, 799 PDSAs have been initiated with over 550 completed. Four PDSA examples are highlighted in this case study. We encourage any practice in its current state to introduce the replicable and scalable models outlined in this TWC case study compilation.