Creating Ever Better Ways to Provide Cost-Effective Care for Our Community: The Coastal Medical Journey
Coastal Medical is a major primary care provider group in the New England area. Run by physicians, it is committed to delivering high-quality, accessible, cost-effective care. What to do when ideals clash with reality? This case is about the journey from a committed, patient-focused organization to a primary care practice of the future. This required the group to envision a completely different primary care practice, one that fundamentally, not incrementally, changed their traditional model. Such change is not easy. Coastal created their change through pilots—not one, massive shift, but a series of smaller efforts, with the lessons learned then embedded in the broader organization. Unsurprisingly, not all staff members agreed on the new path forward. There was employee turnover. But, the majority moved ahead. And the impacts are impressive across multiple dimensions: quality, efficiency, patient support, and employee satisfaction.
KeywordsChief Executive Officer Primary Care Practice Quality Work Direct Patient Care Office Manager
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