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

Area of Science:

• Health Services Research
• Quality Improvement Science
• Cardiovascular Disease Prevention

Background:

• The Agency for Healthcare Research and Quality's EvidenceNOW initiative funds cooperatives to improve cardiovascular disease (CVD) prevention.
• HealthyHearts New York City (HHNYC) is one such cooperative focused on implementing Million Hearts guidelines.
• Small independent practices face challenges in adopting and tracking quality improvement interventions.

Purpose of the Study:

• To evaluate the impact of practice facilitation on the implementation of Million Hearts guidelines.
• To assess the utility of a customized customer relationship management system (CRMS) in supporting a large-scale quality improvement intervention.
• To identify key components for successful implementation of practice facilitation protocols.

Main Methods:

• A customizable customer relationship management system (CRMS) was implemented to support practice facilitation.
• Protocols and training were developed to guide the use of the CRMS and intervention delivery.
• The CRMS was used to manage the intervention, track practice facilitation activities, and collect data for 257 small independent practices.

Main Results:

• The CRMS proved to be a valuable tool for systematic intervention tracking and management.
• Customization of the CRMS features and protocols optimized program management and data collection.
• Successful implementation was linked to the CRMS, articulated implementation plan, and adoption process.

Conclusions:

• A strategically planned and customizable CRMS is crucial for effective practice facilitation in quality improvement initiatives.
• The systematic tracking and management capabilities of the CRMS facilitated the adoption of cardiovascular disease prevention guidelines.
• Successful intervention requires a combination of technological tools, clear protocols, and a defined adoption process.