The importance of teams in successful care management

No matter what new service or tool is introduced in primary care, it is likely to affect the primary care team. If the team is not working well both individually and collectively, it is going to affect the success of the new intervention.
Bodenheimer, et al (2014) in their sentinel article The Ten Building Blocks of High Performing Primary Care Teams describe team-based care as one of the four foundational elements. We call this out specifically because of its importance to the success of care management, because care management will affect the roles and responsibilities of everyone on the primary care team. Building effective team-based patient care has been shown to improve patient outcomes, improve office efficiency, and decrease health care costs.

In most practices, the primary care team includes everyone who works physically in the practice at least part-time—not only the clinical providers such as physicians, advanced practice providers and their clinical staff, but also everyone who touches patient care, such as front desk staff, the billing personnel, and others.

Some practices are large and include several teams within the overall practice. Therefore, consider the teams within the practice, such as the “Red pod” or “Team A.” The team would consist of the clinicians and nursing staff that work together regularly. Unless each care manager is assigned to a different team within the practice, the care manager is likely to work across teams within the practice.

Some practices have close administrative ties with health system personnel. Perhaps the billing or call scheduling is completed by central administrative staff. If these roles affect the care management implementation, they should
also be considered part of the care management “team” in terms of successful implementation

By Complete Care Management, Inc.