2017 November

November 2017

Holiday Greetings and Looking Ahead to 2018

At this time of giving thanks, we pause to count our blessings, which includes the friendship, support and confidence you have shown in SCAN Health Plan®.

As this year comes to an end, we’re already working on brand-new and exciting ideas for 2018! We have new courses on the horizon and we’re eager to get these launched for you and your team. This includes courses on health literacy and hospitalizations – we’ll share more about these after the first of the year.

On behalf of the OST team, we wish you and yours a very Happy Thanksgiving. May the joy of the holidays extend to you and your family now and throughout the coming year.

In this Issue:

	•	Train the Trainer Conference Recap
	•	Provider Group Spotlight: Choice Physician Network, Inc.
	•	Office Spotlight: Clinica Medica Hispana Medical (AppleCare Medical Group)
	•	New Course Highlights: Physician Training and Care Coordination
	•	Coffee Corner!
	•	About Office Staff Training

Train the Trainer Conference

On behalf of SCAN and the OST team, we’d like to give a big thank you to those of you who attended the Train the Trainer Conference on Wednesday, Sept. 27, at the Grand Event Center in Long Beach.

The conference room was overflowing with over 65 attendees representing more than 20 provider groups. It was truly wonderful to see so much enthusiasm in the room and the different groups interacting with each other and the trainers.

Here’s just some of what attendees shared with us about the conference:

“This was a delightful event that was preplanned with great detail for not only maximum efficiency and knowledge but also engagement of the audience. Thank you very much for the valuable tools.”

“Training was amazing; very engaging at all times. Really made it easy to grasp every subject you talked about.”

“The training was awesome. I loved all the segments, presenters and props that brought the program to life. I hope to replicate in my staff trainings.”

If you have not yet signed up for the reward program, it’s not too late! Email askthetrainer@scanhealthplan.com to learn more.

Provider Group Spotlight:

Choice Physicians Network, Inc.

SCAN would like to acknowledge our appreciation to Choice Physicians Network, Inc., for their ongoing participation in the OST program. The group received a plaque for their engagement and for completion of at least three OST courses.

Congratulations!

Office Spotlight: Clinica Medica Hispana Medical

(AppleCare Medical Group)

Pictured: Dr. Nabil Khoury’s office staff

AppleCare Medical Group is comprised of hundreds of board-certified private-practice, independent physicians. Collectively, their physicians have been serving the Southeast Los Angeles County and Northern Orange County for decades, providing their medical expertise and passion to improving the health of the community.

We spoke to Christina Alosi, Network Manager, at AppleCare Medical Group’s Clinica Medica Hispana office in Paramount about how SCAN’s OST has impacted the practice.

How does SCAN’s OST align with your mission and vision and quality activities?

SCAN focuses on keeping the patient healthy and independent. Clinica Medica Hispana’s primary goal is to ensure our patients' right to receive healthcare despite their income level. We believe in human dignity, promoting social justice and providing medical and health services to a low-income clientele.

Do you have any examples of how the staff has incorporated what they have learned?

Since the fantastic training we received from SCAN and using the C.L.E.A.R. method, we make sure the patients’ needs have been met by reconnecting with them before they leave our office. We also check in with patients who have been waiting to give them an update so they don't think we forgot about them. We truly believe that, thanks to the training, we are now providing better customer service to our patients.

New Course Highlights

Physician Training: Improving the Patient Experience

SCAN is pleased to announce a new series of workshops directed at engaging primary care physicians in improving patient experience and access. If you are interested in having an in-person physician training or webinar with your physician group, please email askthetrainer@scanhealthplan.com.

Care Coordination

This new course will guide office staff on delivering effective, appropriate and safe care to patients. Through this course, participants will learn:

The importance of patient experience and patient satisfaction
Solutions that promote a positive patient experience for empowering patients to take an active role in their care plans and treatments
How patient experience impacts healthcare
5-Star best practices that drive patient satisfaction and CAHPS performance

Please contact askthetrainer@scanhealthplan.com, for more information on scheduling.

Coffee Corner!

The first five individuals who send an email to

askthetrainer@scanhealthplan.com with a sentence or two about something they’ve learned from this newsletter will receive a $15 Starbucks gift card.

About Office Staff Training

SCAN believes in improving senior care through better interactions. We offer free Office Staff Training courses to teach physicians and their staff simple ways to engage with older patients that can lead to higher patient satisfaction and improved health outcomes.

If you are interested in having your provider offices trained or would like more information on other available trainings, please contact us at askthetrainer@scanhealthplan.com.

SCAN Health Plan is a Medicare Advantage organization with a Medicare contract.
For more information, please visit www.scanhealthplan.com.

SCAN Health Plan proprietary information.
© 2017 SCAN Health Plan All rights reserved.

G10352-2 11/2017

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