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Member Spotlight

A strong collaborative spirit is part of what makes ICSI special. One important way we collaborate is members and sponsors sharing their work with each other—what worked well, what wasn’t as successful, and lessons learned along the way. Read these stories for inspiration, motivation and to make connections that can advance your own improvement efforts.

If you have a process improvement or other story to share with your fellow ICSI members, please contact Member Relations.

Hutchinson Health: Putting the Patient's Perspective to Work

(June 2017) A year ago, ICSI Member Hutchinson Health embarked on a partnership between its patients, providers, leaders and community members by forming a Patient and Family Advisory Committee (PFAC). Today the group of 13 includes nine patients and four staff. It is led by Amy Martin, 

Wellness Program coordinator, and Joy May, co-chair; other staff members include Glen Kegley, COO and Erin Knutson, MD.

The PFAC holds two meetings a month. One meeting includes project updates and time for patients to share stories about recent visits, including what went well and what can be done to improve the patient experience. The other meeting is an opportunity for organization leaders to solicit patient and family member perspectives on projects or potential problems.

“By engaging patient representatives in discussion and listening to what they have to say about what’s working well and our opportunities for improvement, we’re better positioned to see matters through the lens of our patients – often times from a perspective that didn’t cross our minds,” Kegley commented. “Early wins are important to gain rapid momentum,” he added. “Knowing what’s important to patients, we’re able to better prioritize wants and needs, and move quickly from concept to implementation.” Read more.


Earlier Spotlight Stories

Improving Health In Diverse Communities: The Community Health Worker Project

(September 2016) ICSI member CentraCare Health is making progress helping patients manage their diabetes in the St. Cloud, Minnesota area with its Community Health Worker project. This two-year project, started in March 2015, has allowed CentraCare to hire community health workers (CHWs), address cultural and language barriers, and partner with local employers and nonprofits to identify areas to improve diabetes health care. The project, funded by the Minnesota Department of Health, is primarily focused on working with the Hispanic and East African communities. Read more.

Improving Adolescent Depression Screening at Sartell Pediatrics

(July 2016) ICSI and Stratis Health have combined practice facilitation resources to bring together a mix of primary and specialty care provider organizations for quality improvement activities as part of the MN State Innovation Model (SIM) cooperative agreement. Sartell Pediatrics, one partner in this project, has been working to improve its patients’ depression screening and documentation of PHQ2 and PHQ9 screening tool scores. Read more.

Case Management Improvement—Project—and Beyond

(May 2016) In 2015, Physicians' Diagnostics & Rehabilitation Clinics (PDR) completed a quality improvement (QI) project to improve their case management as part of the process of becoming a new ICSI member. Their goal was to save staff time and improve their patient follow-up response rate. A close examination of the process revealed some redundancies and non-value added steps that could be improved or eliminated. They found that ICSI’s QI model created focus and helped them adhere to a reasonable timeline to accomplish their goals. Read more.

Creating a Culture of Health

(April 2016) ICSI member organization Lake Region Healthcare in Fergus Falls, MN has implemented worksite wellness programs that have benefited both employees and their organization as a whole. Their first formal wellness program started in 2012, after participating in the PartnerSHIP 4 Health workplace wellness collaborative. One of Lake Region’s main goals was to address workplace challenges similar to what most other organizations face nationwide: staff members at risk for developing chronic, costly and preventable conditions due to long hours spent in the workplace. Read more.

Going Beyond Clinical Walls with Healing Hearts, Creating Hope Project

(February 2016) HealthEast Care System in St. Paul is excited to share an update about its partnership with the Center for Victims of Torture™ (CVT). Healing Hearts, Creating Hope is a multi-year collaborative project that provides onsite mental health services to Karen refugees from Burma. The primary location for these services is the HealthEast Clinic - Roselawn, which serves a large and diverse refugee population, including approximately 3,000 Karen. Seven clinic staff members are themselves Burmese refugees. Since 2010, the clinic has been working with CVT on its Healing in Partnership project to provide mental health screening for newly arrived refugees. Read more.

Mental Health Integration Essential to Riverwood Healthcare's McGregor Clinic

(June 2014) “If people aren’t mentally healthy, we’ll never get them physically healthy,” said Janet Larson, psychiatric nurse practitioner. Together with Tim Arnold, MD, Larson began integrating behavioral health into primary care at the Riverwood Healthcare McGregor Clinic. “Mental and physical health are strongly interconnected, so integrating behavioral health into our primary care model and delivering those services in a single location is essential to fulfilling our commitment to the patients and communities we serve,” said Chad Cooper, Riverwood Healthcare chief executive officer. Read more.

Improved Teamwork Boosts Asthma Management in Sartell

(October 2013) HealthPartners Central Minnesota Clinics (HPCMC) is a primary care clinic located in west central Minnesota. In addition to the main medical and dental clinic, they offer services at St John’s University, Well@Work clinic and HealthStation. The clinic ended 2012 with 53.1 percent of asthma patients considered to be “optimally managed.” Although the clinic had completed some training and workflow redesign, staff knew they could do more to improve the outcome for these patients. Read more.

Meeting the Home Care Needs of High-Risk Patients at Regions Hospital

(March 2013) Care transitions are a key area of focus to prevent avoidable hospital readmissions, and home care is an integral part of this work. Regions Hospital in St. Paul, part of ICSI member HealthPartners, identified one area that needed particular attention: high-risk patients who are unable to access home care services due to lack of insurance coverage, high deductibles or co-pays, or disqualification because they are not considered “homebound” by Medicare. In late 2011, Regions partnered with HealthPartners’ Integrated Home Care on a pilot project with congestive heart failure patients to identify and intervene in issues that may contribute to readmission Read more.

Ridgeview Medical Center Paramedics Help Make Transitions
to Home Safer

(February 2013) Easing the transition to home is one of the five key areas known to reduce avoidable hospital readmissions and is critical to ensuring that patients spend more nights at home in their own beds. Among the challenges patients face are multiple medications, uncertainty about follow-up care, and coordination with multiple providers, all while trying to recover from an illness or procedure. Home visits like those by Ridgeview Medical Center’s paramedics help ensure patients are on the road to recovery, not sent back to the hospital. Read more.

Brown Clinic's New Hospitalist Program Improves Care, Boosts Physician Productivity

(November 2012) At Brown Clinic, an ICSI member in Watertown, SD, inpatient obligations at the local hospital were creating significant work-life balance challenges for physicians. The group of 18 primary care doctors provided ambulatory care in a very busy clinic setting while sharing responsibility for call management of 20+ hospital inpatients. Clinic commitments, physician age, and patient volumes were all contributing to the situation. When two physicians decided to leave the practice, it seemed to be time for a change. Read more. 

Ellsworth Medical Center Wins National Award for Hypertension Care

(October 2012) ICSI member Ellsworth Medical Clinic was named a 2012 Hypertension Control Champion by the Million HeartsTM initiative, a public-private effort by the Department of Health and Human Services to prevent a million heart attacks and strokes by 2017. Since 2007, the clinic’s hypertension control rate has gone from 73 to 97 percent, and it is one of only two clinics nationwide to be awarded this honor. Read more.

Using Real-Time Patient Feedback to Improve Patient Experience

(September 2012) In 2012, St. Joseph’s and St. John’s Hospitals, both part of HealthEast Care System, began using real-time patient feedback to improve the experience of patients in inpatient and outpatient mental health and addiction care units. Joe Clubb, Director of Mental Health & Addiction Care at HealthEast, describes their project. Read more.


HealthEast Kidney Stone Institute Provides Rapid Expert Care

(July 2012) HealthEast’s Kidney Stone Institute is providing rapid expert care to patients with kidney stones. This new model of care was developed to address an identified shortcoming of emergency department care that is very effective at reversing patient symptoms, but is not sufficient to manage the full course of care needed for kidney stone patients. Read more.

Updated 09/01/16