Innovative Patient Management Strategies in FQHC's: North Olympic's Journey with PHP

Many federally qualified health centers (FQHCs) face challenges with outdated platforms that fail to meet the evolving demands of healthcare organizations. North Olympic Healthcare Network (NOHN) was no exception.

They faced significant hurdles with their previous incident reporting system, which was overly complex, difficult to use, and did not adequately address the unique needs of their operations. Recognizing the critical need for transformation, NOHN was determined to overhaul their incident reporting process to better meet their strategic objectives and enhance overall efficiency.

On their journey towards improvement, NOHN selected Performance Health Partners as their healthcare safety software vendor of choice for its distinguished Best in KLAS designation, a marker of excellence in the healthcare technology space. Their concerns were immediately addressed by PHP’s user-friendly interface, customizable solutions tailored to meet their specific needs, and an outstanding experience with the customer support and implementation team.

“With our previous system, we barely scratched the surface of what we could achieve with incident reporting. Now, with PHP, we’re resolving incidents within a week—a drastic improvement from the previous three weeks we used to take,” said Jackie Lebihan, Chief Operating Officer at NOHN.

After implementing Performance Health Partners’ incident reporting software, North Olympic has achieved substantial improvements:

• Reduction in behavior agreements from routine to zero since implementation, supporting better patient outcomes
• Three-fold decrease in open incidents, enhancing the efficiency of resolutions
• 18 hours saved per month on administrative tasks, reallocating time toward patient safety initiatives

Not only was NOHN able to overcome patient management challenges after implementation with PHP but was also able to improve incident reporting volume and efficiency through streamlined operations.

One of the most significant achievements was the complete elimination of behavior agreements, largely due to better incident reporting processes that prove effective in proactively managing and reducing patient issues as they arise. These processes also boosted efficiency and time management within the organization, supporting a three-fold decrease in open reports and saving administration hours on tasks that can now be used to dedicate time to delivering quality care to the patients they serve.

NOHN’s journey highlights the crucial role that incident reporting systems play in improving patient management and outcomes. As they continue to navigate new challenges and obstacles, PHP’s software remains a significant tool in their mission to provide patient-centered, quality-driven, whole person healthcare services accessible to everyone in their community.

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