Delivering better healthcare. Coeur d'Alene Pediatrics reaches out to families

Americans have to navigate a complex healthcare maze every day.

The truth is people get lost in there. That’s why Coeur d’Alene Pediatrics fundamentally changed its approach to patient care a few years back.

“Nationally, 40 percent of patients don’t show up for a diagnostic test that has been ordered by their primary physician, and 35 percent of patients don’t have a prescription filled,” said Dr. Terence Neff. “This has caused us to ask, ‘What are the barriers?’

“Is this a situation where both parents are working and going to get a specialized test takes up half the day and they can’t afford to take the time off work? Is it the lack of insurance? Do they have transportation? What is going on?”

Those questions led to a new way of doing things called Patient-Centered Medical Home. While the name of the national program is admittedly a tad clunky, the objective is to help families beyond the doctor’s office and to improve the healthcare system.

“This is for everyone,” Dr. Neff said. ‘We’re helping people navigate the complex medical world. It is different. It’s switching from a physician-centric model and as a result we’re able to give better overall care, more cost effective care and ultimately more comprehensive care.”

The U.S. Department of Health and Human Services is studying the model, and calls it “promising” in transforming the organization and delivery of primary care.

“It’s a different way of looking at healthcare,” said Connie Moering, Coeur d’Alene Pediatric’s administrator. “Patient care goes beyond acute treatment by identifying barriers to health and addressing them by helping each family navigate health resources in our community. From where they can find a free shelter and a meal to coordinating with school districts for medical needs – we value comprehensive care for the whole person, whole family.”

Coeur d’Alene Pediatrics launched its Patient-Centered Medical Home initiative in 2013 and it has been a success. The community-driven practice renewed its Patient-Centered Medical Home certification in May after earning the designation from the National Committee for Quality Assurance, a private nonprofit dedicated to improving healthcare quality.

Coeur d’Alene Pediatrics became the first private clinic in Idaho to achieve the certification. The practice has locations in Coeur d’Alene, Post Falls, and Hayden.

“Patients may not notice many of the things we’ve done, but they have been impacted,” he said. “For example, access to healthcare is a big deal, so we’ve extended our office hours. We follow up with phone calls, we make sure patients are getting the care they need. It could be as simple as helping schedule a diagnostic test or a lab appointment.”

Coeur d’Alene Pediatrics serves patients across Kootenai County with five physicians, eight nurse practitioners and support staff, which includes a care coordinator and a case manager.

“We also have a patient advisory committee who looks at everything we do and makes recommendations on what we can modify,” Neff said. “This is a complete effort to make things better.”

The approach focuses on relationships between the patient and the provider. A local mother, who spoke to The Press on the condition of anonymity, said she’s thrilled with the level of care her two young children have received. Her son has autism and needs extra care, including speech therapy and occupational therapy.

“The case manager has been amazing,” she said. “I feel they try super hard to help. I don’t know how far I would have gotten without their support.”

“I can call her with questions or problems anytime,” she said. “She always has an answer for me, or just an ear to listen to me talk about my frustrations. It makes a world of difference to me.”

For more information, call (208) 667-0585 or visit Coeur d’Alene Pediatrics online at   www.cdapeds.com

By MARC STEWART

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