Data-driven quality improvement in an oncology patient-centered medical home.

54 Background: In a 2012 abstract, Data driven transformation for an Oncology Patient-Centered Medical Home, Consultants in Medical Oncology (CMOH) demonstrated that standardized processes and enhanced IT capabilities (IRIS software app) provided a rapid learning system for the practice. Iris aggregated data became the basis for Quality Improvement Projects (QIPs) allowing CMOH to continue to improve in quality and cost measures. Deviation from performance trend is readily identifiable, providing operational direction. Methods: A review of 2012 data identified an increase in the rate of hospitalizations, initiating a QIP. We identified inconsistent processes in Telephone Triage Symptom Management at one of the three practice locations. It was determined that symptom calls in the early to mid afternoon were being directed to the ER, and a higher percentage of these evaluations resulted in admissions. Steps to restructure roles and internal processes and reinforced training followed, resulting in improvement. Results: After analysis of site specific performance, we centralized Telephone Triage services to reduce variability in execution. We addressed staffing issues, streamlined nursing and physician education around Triage related processes, revised algorithms, and improved education materials to enhance patient engagement. This resulted in resetting our trend in ER utilization and admissions, increasing the number of calls into the telephone triage service, increasing the percentage of symptoms managed at home and decreasing the number of office visits within 24 hours. Conclusions: Aggregated real-time data provides the tools to rapidly identify opportunities for improvement and conduct QIPs to enhance the quality and value of delivered services. Supportive software apps like Iris are foundational for practice transformation to future value-based cancer care models. [Table: see text]