Initiating a Medical Assistant-led Health Coaching Program
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Chard, Alisa
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Abstract
Problem: Of the 1000 patients with hypertension at the Federally Qualified Health Center (FQHC) in Montgomery County, Maryland, approximately 21% have uncontrolled hypertension. Of the 800 patients with diabetes, approximately 20% have uncontrolled diabetes. Where consistent care might provide time for important patient-provider discussions about the multi-faceted management of chronic diseases, these patients are predominately low-income, uninsured minorities who face many barriers to accessing care and achieving control of their diseases. Purpose: The purpose of this quality improvement project was to implement a formal health coaching program to improve access to care and decrease chronic disease rates at the site. Methods: Using UCSF Center for Excellence in Primary Care’s evidence-based health coaching curriculum, a site-specific training pipeline was created. Two Medical Assistants (MAs) were trained to become health coaches. Clinic staff were trained about the program procedures. Health coaching sessions were audited to establish training fidelity and weekly feedback was provided. Results: Two MAs completed over 40 hours of training. 27 patients were referred to the program, 16 patients opted-in to participate, and 42 sessions were complete. Training fidelity was established. On multiple occasions, health coaches identified patient needs outside their chronic disease management needs and were able to connect these patients with additional resources. Conclusions: The goals of the project were met: a training pipeline was created, the program was standardized across all four sites, and patients with chronic diseases are receiving additional support. To evaluate long term program success, health data among program participants should be analyzed. For the project to be sustained, a dedicated team must take over the program to include training and support of additional coaches. Additional processes should be facilitated to expedite contact with new referrals and incorporate coaching into the MAs daily workflow.