Healthy Hearts NW BP call-back card from Sky Lakes Clinic, Klamath Falls OR

Sky Lakes clinics take QI a step further with the BP call-back card

By Kristin Chatfield, MPP, practice enhancement research coordinator at the Oregon Rural Practice-based Research Network and a practice facilitator for the Healthy Hearts Northwest project.

 One of the things I love most about being a Healthy Hearts Northwest practice facilitator is working with primary care practices as they come up with new ideas and helping them with implementation.

A perfect example is the new “BP call-back card” developed at Sky Lakes Medical Center. Located in the rural and relatively isolated community of Klamath Falls, Ore., Sky Lakes includes five primary care clinics varying in size, as well as specialty care clinics. The call-back card’s purpose is two-fold: to implement a standard protocol for patients who have a high BP to come in for their follow-up appointment and, more importantly, to help them begin to understand and manage their BP.

All of Sky Lakes’ primary care and specialty clinics recently began using the card, and I’m eager to hear more about how it’s going. In the meantime, the story of how the card was created highlights the great things that can happen when practices get inspired by quality improvement (QI).

Forward thinking: One good idea leads to another
There are a lot of things that make Sky Lakes special. For one, their patient demographic perfectly represents the community they serve—which is something we discovered thanks to a Healthy Hearts Northwest practice survey.

Secondly, their QI work is both broad and deep. In addition to Healthy Hearts Northwest, they are involved in several other QI initiatives, including Quality by Design and Comprehensive Primary Care (CPC+).

And third—from managers to clinicians to IT staff—the people who work at Sky Lakes are creative forward thinkers.

The forward thinking that led to the BP call-back card began after we identified blood pressure control as an area for improvement. The first step was a system-wide training for all MAs on proper protocol for taking BP measurements. The training launched in January for primary care as well as specialty departments—like dermatology, where it is less common for staff to be familiar with the protocol if a patient has an elevated blood pressure.

By all accounts, the training was a huge success. It was clinically technical, but also funny and engaging. Instead of relying solely on tables and data, it fostered really open conversations with frontline staff sharing their challenges and what they’ve seen. In the process of developing the training, however, Sky Lakes staff immediately realized that it would not be as effective without a next step. So they started asking, “Now what?”

And then, at a regular Healthy Hearts Northwest check-in with the Sky Lakes leadership team, someone suggested a little workflow adjustment that could help ensure patients received proper follow up after a high BP reading. The idea of the BP call-back card was born.

Collaboration brings the BP call-back to life
The Sky Lakes leadership team includes people with a diverse range of expertise and rolls, including clinic managers, doctors, nurses, MAs, and people from IT. This group is egalitarian and came together in a really honest collaboration to bring the call-back card to life. The clinic operations manager, Stacey Marcon, first came up with the idea, but the brainstorming that followed was so open and dynamic that the concept really belongs to the entire team. The front of the card includes tips for getting accurate BP readings and important facts about risks related to high BP. On the back, patients have space to write in pulse and BP measurements they take at home or at a drugstore so they can share these with their doctor. They can also keep track of their target BP and the date of their next appointment. And thanks to a suggestion from the Sky Lakes IT lead, the card is paired with a smartphrase in the EHR. That means, in addition to tracking overall BP numbers, they’ll be able to know who is using the card and when.

More ideas and collaboration on the horizon
In their overall push for good BP protocol and high-quality care, Sky Lakes is now thinking about developing a poster on proper BP positioning to hang in clinic exam rooms. The idea was developed in response to an important issue that came up organically during their work on high blood pressure: It’s not always easy for MAs to tell patients to be quiet during a BP reading. Having a poster showing proper BP technique would give MAs a gentle way to remind patients of what they need to do to get an accurate BP measurement. Projects like these serve as poignant reminders of how much we can achieve through great collaboration that brings people together across primary care. I can’t wait to see what Sky Lakes will achieve next.

To learn more about how Sky Lakes developed and implemented the BP call-back card, please email Clinic Operations Manager Stacey Marcon.

Kristin Chatfield is a researcher and economist who loves using data to create social good. She believes that with a little help, rural communities have a boundless ability to innovate and create healthy, vibrant places. Kristin received her master’s degree in public policy from Oregon State University.

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