MAX partners share learning at ED care triage workshop.

Key to MHVC’s approach to creating an integrated network is the principle of applying learning from one program to another and sharing learning between partners. On March 2nd, MHVC’s two Emergency Department (ED) super-utilizer focused Action Teams for the MAX Series Program — St. Luke’s Cornwall Hospital and St. Joseph’s Medical Center — showed MHVC hospital partners how to apply the MAX techniques to their ED care triage project.

The workshop was facilitated by MHVC staff and two MAX Train-the-Trainer (TTT) participants, Donovan Lightbourne and Alana Murphy of Montefiore’s Learning Network. The team also included colleagues from Montefiore’s Care Management Organization, which has done similar work and will be supporting partners with enhanced training going forward. The MAX teams offered insights into why they have been successful, lessons learned for initiative design, and tips for operationalizing the ED care triage project. Conversations focused on innovations that help identify high-utilizer patients, develop a technology system to alert front-line staff when high-utilizers present in the ED, assess patients’ medical and social needs, and connect patients with community providers and community-based organizations for support outside of the hospital setting.

The workshop was modeled after MAX. Attendees created action plans for three key components of implementation: 1) finalize the high-utilizer criteria, 2) determine who should be on the project team to build an impactful triage system, and 3) identify available data and IT resources available. MHVC will use the three action plans to support partner implementation over the coming months. About 30 attendees participated in the workshop, which will be followed up by a series of support initiatives, including coaching calls, site visits, and a TTT program for ED navigator roles. Most recently, Lightbourne joined NYS official Peggy Chan to present on the success of the program.