Using a Customer Relationship Management System to Manage a Quality Improvement Intervention

Hang Pham-Singer; Marie Onakomaiya; Allison Cuthel; Samantha De Leon; Sarah Shih; Su Chow; Donna Shelley

doi:10.1177/1062860620953214

Using a Customer Relationship Management System to Manage a Quality Improvement Intervention

Hang Pham-Singer, Marie Onakomaiya, Allison Cuthel, Samantha De Leon, Sarah Shih, Su Chow, Donna Shelley

Global Public Health

Research output: Contribution to journal › Article › peer-review

Abstract

HealthyHearts New York City (HHNYC), one of 7 cooperatives funded through the Agency for Healthcare Research and Quality's EvidenceNOW initiative, evaluated the impact of practice facilitation on implementation of the Million Hearts guidelines for cardiovascular disease prevention and treatment. Tracking the intervention required a system to facilitate process data collection that was also user-friendly and flexible. Coupled with protocols and training, a strategically planned and customizable customer relationship management system (CRMS) was implemented to support the quality improvement intervention with 257 small independent practices. Features of the CRMS and implementation protocols were customized to optimize program management, practice facilitation tracking and supervision, and data collection for performance feedback to practices and research. The CRMS was a valuable tool for tracking and managing the intervention systematically. Successful implementation of the HHNYC protocol also required an articulated implementation plan and adoption process.

Original language	English (US)
Pages (from-to)	247-254
Number of pages	8
Journal	American Journal of Medical Quality
Volume	36
Issue number	4
DOIs	https://doi.org/10.1177/1062860620953214
State	Published - Jul 1 2021

Keywords

Million Hearts
customer relationship management systems
practice facilitation
program implementation
quality improvement
New York City
Quality Improvement
Delivery of Health Care
Humans
Primary Health Care
Health Services Research

ASJC Scopus subject areas

Health Policy

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10.1177/1062860620953214

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title = "Using a Customer Relationship Management System to Manage a Quality Improvement Intervention",

abstract = "HealthyHearts New York City (HHNYC), one of 7 cooperatives funded through the Agency for Healthcare Research and Quality's EvidenceNOW initiative, evaluated the impact of practice facilitation on implementation of the Million Hearts guidelines for cardiovascular disease prevention and treatment. Tracking the intervention required a system to facilitate process data collection that was also user-friendly and flexible. Coupled with protocols and training, a strategically planned and customizable customer relationship management system (CRMS) was implemented to support the quality improvement intervention with 257 small independent practices. Features of the CRMS and implementation protocols were customized to optimize program management, practice facilitation tracking and supervision, and data collection for performance feedback to practices and research. The CRMS was a valuable tool for tracking and managing the intervention systematically. Successful implementation of the HHNYC protocol also required an articulated implementation plan and adoption process.",

keywords = "Million Hearts, customer relationship management systems, practice facilitation, program implementation, quality improvement, New York City, Quality Improvement, Delivery of Health Care, Humans, Primary Health Care, Health Services Research",

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note = "Funding Information: The authors disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This project was supported by the Agency for Healthcare Research and Quality (Grant Number 1R18HS023922-01). Publisher Copyright: {\textcopyright} The Authors 2021.",

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AU - Chow, Su

AU - Shelley, Donna

N1 - Funding Information: The authors disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This project was supported by the Agency for Healthcare Research and Quality (Grant Number 1R18HS023922-01). Publisher Copyright: © The Authors 2021.

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N2 - HealthyHearts New York City (HHNYC), one of 7 cooperatives funded through the Agency for Healthcare Research and Quality's EvidenceNOW initiative, evaluated the impact of practice facilitation on implementation of the Million Hearts guidelines for cardiovascular disease prevention and treatment. Tracking the intervention required a system to facilitate process data collection that was also user-friendly and flexible. Coupled with protocols and training, a strategically planned and customizable customer relationship management system (CRMS) was implemented to support the quality improvement intervention with 257 small independent practices. Features of the CRMS and implementation protocols were customized to optimize program management, practice facilitation tracking and supervision, and data collection for performance feedback to practices and research. The CRMS was a valuable tool for tracking and managing the intervention systematically. Successful implementation of the HHNYC protocol also required an articulated implementation plan and adoption process.

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Using a Customer Relationship Management System to Manage a Quality Improvement Intervention

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Keywords

ASJC Scopus subject areas

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