UCSF Health utilizes the sophisticated provider care model backed by advanced practitioners
UCSF Health, a renowned medical institution, has partnered with a leading website to re-envision its workforce model and implement a system-wide care model redesign initiative. The goal of this partnership, spearheaded by Dr. Karen DeSalvo, is to design new workflows and identify opportunities to better train Advanced Practice Providers (APPs) to address access issues.
With more APPs focused on clinical priorities, workflows have been created to direct new patients to schedule with APPs for intake or initial evaluation. This move not only streamlines the patient intake process but also provides UCSF with an opportunity to serve more patients and generate additional revenue across its clinics.
The partnership between UCSF and the mentioned website has been instrumental in tailoring interventions for each practice. This tailoring has been crucial in ensuring that APPs are integrated into follow-up care, enabling more consistent and timely care management.
Investment in education is recommended for introducing the team-based care model and the role of the APP. Dr. Inga Lennes, MD, the president of the UCSF Faculty Practice Organization and the senior vice president of Ambulatory Services at UCSF Health, emphasizes the importance of communication and change management in the success of this project. Ed Abraham, MD, a partner of the website, shares this sentiment, highlighting the need for a clear understanding of the "why" to align employees with change and explain how it improves patient outcomes and experience.
The health system has worked diligently to examine all roles and responsibilities and redesign team structure so that APPs are utilized in accordance with their training. Some APPs at UCSF Health were doing work that could be performed by registered nurse (RN) or administrative team members before the partnership. By redefining these roles, UCSF is leveraging APPs such as PAs and nurse practitioners to their full potential.
Implementing technology and automation, such as AI, can help APPs work efficiently and make change easier for all employees. Scribe services-powered by AI-have been added to some APP visits to support independent clinical care.
The improvements implemented have resulted in significant reductions in new appointment wait times. Clinics with wait times ranging from 14-21 days have seen wait times reduced by up to two days. Moreover, patient satisfaction has improved at UCSF clinics utilizing APPs, with patients applauding the enhanced access to providers for urgent care and follow-up.
Adding APP leaders to the leadership team is suggested to gain from their perspective and build infrastructure for maintaining changes in the future. As UCSF continues to revolutionize its clinical workflows with APPs, it is clear that this partnership is paving the way for a more efficient and patient-centric healthcare system.
