Lake County, IL
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File #: 21-0581    Version: 1 Name: Director of Healthcare Operations Report
Type: GC Agenda Item Status: GC Director of Healthcare Operations Report
File created: 4/1/2021 In control: Lake County Community Health Center Governing Council
On agenda: Final action: 4/13/2021
Title: Director of Healthcare Operations Report - Burke
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Director of Healthcare Operations Report - Burke

FQHC Healthcare Operations Metric of the Month: "No Show Rate"
A "no show" is defined as a patient who has a scheduled appointment and does not attend that appointment. This metric is important for us to monitor for multiple reasons, such as:

* Why did the patient miss their scheduled appointment?
* Is there anything that LCHD can do to help the patient keep their next appointment?
o Assistance with getting to their appointment (assist patient with working with their MCO to arrange transportation)
o Appointment times/clinic hours do not meet our patient needs (more evening, Sat, Sun appointment hours needed?)
* A no show leaves a vacant appointment slot that another patient could have been scheduled in.

Comparison of 6 months pre-COVID-19 (Oct 2019 - March 2020) v. COVID-19 (Oct 2020 - March 2021) dates of service (DOS).

* October 2019 - March 2020 DOS: 24% no show rate in general medicine appts.
* *October 2020 - March 2021 DOS: 15% no show rate in general medicine appts.
*NOTE: Telehealth (telephonic and video) visits implemented during this timeframe.

9% reduction in no show rate during COVID-19 with telehealth visits (provider can "meet/see" the patient "where they are at")

This metric demonstrates the positive impact that telehealth has had on our patient population and why current telehealth standards/reimbursements need to continue post-COVID-19.

COVID-19 Vaccine Update
* LCHD FQHC is one of four FQHC's in Illinois to receive direct shipment of vaccine from the State. We are currently receiving 400 doses/week which varies from week to week between Moderna (2 dose) and Johnson and Johnson (1 dose).
* LCHD FQHC has been accepted to receive direct shipment of vaccine from HRSA of an additional 900 doses/week once all of our FQHC mass vaccination clinics are operational.
* LCHD patients are currently receiving COVID-19 vaccines at the Grand Avenue Health Center, Zion Health Center, and Midl...

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