Client(s): Peak Vista Community Health Center
Services: Health Care & Public Health Planning, Training & Technical Assistance
Technical Expertise: Primary Care, Safety Net
Peak Vista Community Health Centers was interested in identifying potential causes of patient attrition (particularly within the Medicaid, State Children's Health Insurance Program, and Medicaid payer groups) in order to maximize its impact on community access to care, and ensure its financial viability. JSI assisted Peak Vista in better understanding attrition trends among its members, and in identifying specific steps that could be taken to reduce attrition and facilitate a more desirable payer mix. Peak Vista is headquartered in Colorado Springs, Colorado and provides comprehensive primary care to over 54,000 individuals in El Paso and Teller Counties of Colorado.
JSI analyzed attrition data to identify departments/panels experiencing the most attrition, and the points of contact at which attrition most commonly occurred. On-site visits, patient record reviews, and patient surveys were conducted to better understand potential contributors to attrition and help identify potential action steps for attrition reduction. These visits focused on enrollment processes and included customer satisfaction surveys related to the enrollment process. Additionally, patients who left were interviewed by phone to explore reasons for attrition.
Based on the findings of the data analysis and on-site visits, potential factors that may contribute to attrition or inhibit retention among Peak Vista members were identified. Subsequent interviews with Peak Vista leadership explored the feasibility of changing practices to address barriers to member retention, while upholding Peak Vista's mission and commitment to foster hospitality throughout the organization.
Peak Vista's Action Team will use the findings of the report to make specific changes in clinic processes and to further its goal of increasing patient retention.