Pact Intensive Management
Despite the implementation of PACT within VA, patients with complex medical conditions combined with socioeconomic stressors, mental health comorbidities, and low health literacy are at high risk for preventable hospitalizations and acute care utilization.17,18 Due to unmet needs that are beyond what PACTs are able to deliver, these high-risk patients may benefit from additional services to coordinate care within and outside the VA health care system, as suggest by the Extended Chronic Care Model.19-21
In 2014, the Office of Primary Care Services sponsored a QI initiative at 5 VA demonstration sites to develop PACT Intensive Management (PIM) interventions targeting patients at high risk for hospitalization and acute care utilization within VA. The PIM program design is based on work described previously, with patients identified for enrollment based on 90-day hospitalization risk ≥ 90th percentile, based on a VA risk modeling tool, and an acute care episode in the previous 6 months. 19 A common component of all PIM programs is the provision of intensive care management and CC by an interdisciplinary team working in conjunction with PACT. The CC Template was developed to assist in documenting and rigorously understanding the implementation of CC by the PIM team.
Local Setting
The Atlanta VA Medical Center (AVAMC) was chosen as one of the PIM demonstration sites. The Atlanta PIM team identified and enrolled a random sample of eligible, high-risk patients from 1 community-based outpatient clinic (CBOC) in an urban location with 7,524 unique patients. Between September 2014 and September 2016, 300 patients were identified, and 86 patients agreed to participate in the PIM program.
In the CC Template pilot, the Atlanta PIM team included 2 nurse practitioners (NP), 2 social workers (SW), and 1 telehealth registered nurse (RN). Upon enrollment, members of the PIM team conducted comprehensive home assessments and offered intensive care management for medical, social, and behavioral needs. The main pillars of care management offered to high-risk patients were based on previous work done both inside and outside VA and included home visits, telephone-based disease management, co-attending appointments with patients, transition care management, and interdisciplinary team meetings with a focus on care coordination between PACT and all services required by patients.11,19
The Atlanta PIM team performed a variety of tasks to coordinate care for enrolled patients that included simple, 1-step tasks, such as chart reviews, and multistep, complex tasks that required the expertise of multiple team members (Figure 1).
Additionally, inconsistency in delivery of CC between PIM team members was noted. For example, there was significant variability in CC services provided by different team members in the provision of transition care management (TCM) and coordinating care from hospitalization back to home. Some PIM staff coordinated care and communicated with the patient, hospital team, home-care service, and primary-care team, while other staff only reviewed the chart and placed orders in CPRS. Additionally, much of the CC work was documented in administrative notes that did not trigger workload credit. This made it difficult to show how to appropriately labor map PIM staff or how staff were spending their time caring for patients.
In order to standardize documentation of the interdisciplinary CC activities performed by the PIM team and account for staff time, the Atlanta PIM team decided to develop a CPRS CC Template. The objective of the CC Template was to facilitate documentation of CC activities in the EHR, describe the types of CC activities performed by PIM team members, and track the time to perform these activities for patients with various chronic diseases.