The Lumeris Accountable Primary Care Model™ — or the Nine C’s, for short — is a powerful, proven framework for delivering the Triple Aim Plus One: quality, cost, and patient and physician satisfaction. The Nine C’s help providers understand their risk and the fundamental process, workflow, and behavioral approaches that should be adopted as health care moves from a volume- to a value-based model.
C1: First contact: Serving as the “first stop” for their patient’s acute and chronic care needs, which can lower costs significantly.
C2: Comprehensive care: Meeting most of their patients’ health care needs, and often lengthening the time spent with patients, while referring to specialists for unusual problems.
C3: Continuous, longitudinal, person-centered care: Working with patients to reach mutual decisions on care, engaging families, assessing emotional and physical wellbeing and developing personalized care plans which lead to better health outcomes and lower costs.
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C4: Coordinated care: Coordinating care across the health system on behalf of patients, and managing transitions of care to specialists and back, including reconciling medications while including home health specialists and social workers in the health care plan.
C5: Credibility and trust: Earning patients’ trust through specific behaviors and communication that is engaging, includes their perspective, and recognizes that how physicians interact with patients builds trust.
C6: Collaborative learning: Dedication to continual learning, improvement and collaboration, using technology both to share data across institutional roles and organizational boundaries and to monitor for safety, quality, process, cost and outcomes.
C7: Cost-effectiveness: Finding efficiencies while maintaining high clinical quality to ensure delivery of the right care at the right place and time.
C8: Capacity expansion: Re-designing care delivery through physicians, nurse practitioners, care managers, social workers, and other professionals practicing at the top of their training, as well as across channels including email and telephone.
C9: Career satisfaction: Restructuring incentives and culture to improve physician satisfaction, the foundation for patient satisfaction, by reducing paperwork while preserving control, autonomy and order.
Date: May 14, 2013