HCH Model of Care Summary

This is about implementing a schedule that reserves slots each day with a focus on access for Maori and other priority patients.

Access during regular business hours is accomplished by providing a choice of options to improve response time.

Patient wait times at the practice for scheduled appointments are managed in a culturally appropriate manner, that allows for high quality outcomes.

Clinical Phone Triage is a core component of the Health Care Home model and is required to be implemented daily at the high traffic times.

Population Stratification enables targeted primary care service delivery and helps reduce inequities in health outcomes.

A Hauora Health Plan is a patient centred plan (either electronic or paper-based) that describes the care and support for patients.

An interdisciplinary approach allows the patient, their family and carers in any discussions about their condition, prognosis and care plan.

A Community Health Network is the central point for the delivery of effective and efficient health and social services.

Māori and other priority patients have a Hauora coordinator / with whom they have established whānaungatanga (relationship).

Equity recognises different people with different levels of advantage require different approaches and resources to get equitable health outcomes.

Routine and Preventative Plan includes a whānau led approach that is routinely used at all points of care.

Prework should occur on an ongoing basis and involves reviewing the schedule of booked appointments a day or a few days in advance.

Patients are encouraged to see their preferred GP and practice with whom they have established whanaungatanga (relationship).

Technology enablers supports all providers with a shared electronic health record and is integrated in all aspects of patient care.

Relationships with Māori Health and Social Service Providers are fully embedded in practice with two-way referrals occurring.

The practice has an approach and plan to affordability issues with focus on facilitating access for most patients, with focus for Māori and other priority patients.

Cross cultural practitioner- patient interactions are common and practitioners need to be competent in dealing with patients whose cultures differ.

Alternatives to in-person consults includes systems determined by what is most suitable to the patient.

Patient portals are secure online sites where patients can access their health information and interact with their general practice.

Patient co-design emphasises the importance of engaging with consumers in developing and delivering health care services.

Measuring patient experience within general practice helps to inform continuous improvement of service delivery.

Practice teams value patients’ time by proactive planning through daily meetings to plan the work for the day.

Health literacy is about improving understanding of health information so that health messages can be understood and, hopefully, acted upon.

Call management is the art of having the right number of skilled people and supporting resources in place at the right times.

Flexible appointment systems enable the practice to offer flexibility in their appointment system to accommodate acute, semi acute, routine visits.

Providing provision of services over extended hours ensures access to care for routine bookable appointments.

Health records are available to clinicians involved in a patient’s care in a variety of settings.