B6: Hitting the Right Balance: Addressing High Utilizers

Eligible for: ACMPE: 1 | ACHE: 1 | CEU: 1 | CME(AAPC*): 1 | CPE: 1.2 | PDC: 1
Traditional | Intermediate | Analysis

Imagine yourself from the eyes of a 70-year-old patient with several chronic conditions. The staff know you by name, face and predicted chief complaint. The staff says it’s your third time in the clinic this week, but even you have lost track. You hear another muffled groan, as you utter “chest pain” — a symptom in your everyday vocabulary. Whether it’s the most traditional name of “high utilizer,” the common phrase of “frequent flier,” or even “multi-visit patient” (MVP), we have all served these patients in our health centers. How do we strike the right balance of care and concern while encouraging efficient utilization of our services? This session will help define this patient population and identify workarounds for common operational infrastructure challenges encountered. We will explore local, state and federal programs designed to safely transition this population to home. We acknowledge and respect everyone’s lived realities and unique situations that inspired patients to knock on our doors in the first place — let’s take a closer look at the people behind these titles and health conditions, and how we can ensure they get the best holistic care possible.