What to Expect When You Are Expecting a PCPCH Site Visit

What to expect when you are expecting a PCPCH site visit

Frequently Asked Questions

Why are we doing this?

•The site visit is an important component of the program, and we need to verify that measures are being met in order to protect the integrity of the program. We also are looking for innovation in the field and bring resources to help sites that are struggling to meet the measures or would like some additional support in continuing to transform their practice.

Are we being audited?

•These visits are a time to verify that the measures that were attested to on your PCPCH application are indeed being met, and to learn how your clinic has implemented the measures. But, above and beyond the verification piece of what we do, we also use the site visits as a springboard for providing technical assistance, supporting clinics in achieving PCPCH-related goals, and facilitating primary care transformation.

Do we have to close the clinic for the day?

•No. We know that having a site visit requires pulling some of your clinic staff away from routine duties, and we strive to be as unobtrusive as possible. We schedule 45 minute meetings with different dyads or teams, staggered at different times, to minimize the impact of the interviews.

Is there flexibility with the visit agenda?

•Yes. Our visits typically start at 8:15 in the morning and we’re acutely aware that you still need to provide patient care during the site visit. We will be flexible with our schedule but we want to make sure we have plenty of time to interview appropriate staff and verify documentation.

Do we need to recruit patients?

•Yes. We hold a patient focus group around noon and need you to reach out to 6-8 patients whom you think would be interested in participating. We like to have 4-6 patients to speak with during that time. One of our practice enhancement specialists will ask the patients questions related to some of the core attributes of the Patient-Centered Primary Care Home (PCPCH). This can be one of the most valuable parts of the day. We give the feedback to your leadership team during our report-out at the end of the day, and we also put the patient feedback in the written report.

Do the clinicians REALLY need to be involved?

•Yes. We will be speaking with representatives from all of the staff at the site, as all are a part of the medical home. We’ll be meeting with folks from registration, behavioral health, and referral coordination in addition to the clinicians.

Do I have to have a site visit?

•Participation in the PCPCH program is completely voluntary. That being said, we do require a clinic visit in order to verify that the standards being attested to are also being implemented, and to speak with your staff to learn about the great work you are doing. We hope you’ll find that the visit is to your benefit, and we can assist with providing resources that can help you on your PCPCH journey.

If we aren’t meeting some of the measures, will our tier level drop?

•It is not uncommon for a site to need to submit an improvement plan after a site visit. If you are not meeting some of the measures that you attested to on your application, your clinic will have 90 days after you receive your report to draft and submit an improvement plan and to start to implement those changes. If you choose to not implement an improvement plan then it is possible your tier level could drop. Our goal, however, is to provide support and input from the PCPCH site visit team during the 90 day period following receipt of the report. Our technical assistance support extends,at least,up to 6 months after the site visit, and that includes support from the clinical transformation consultant.

Will we get a site visit report? Who sees that?

•Yes. You will get a comprehensive written report within four weeks of the site visit. The report includes a recap of the site visit, including an overview of the patient interviews, areas that require further verification and recommendations for improving upon clinic goals from the CTC. The report is only shared with Oregon Health Authority and clinic staff.

How are sites selected for a visit?

•Our goal is to visit each site that has attested to the standards for the PCPCH program. We start geographically and go from there, making sure we have an even distribution across the state.

How often will we get a site visit?

•We want to visit each site every 3-5 years. So if you have had a site visit recently you can relax, we won’t get back to you for a couple of years.

How much notice do we get before a site visit?

•We make every effort to notify the site 4-6 weeks before an upcoming visit. We will email the person who completed the application to notify them of the upcoming site visit. If there have been personnel changes at your clinic, and the person who originally attested to the measures is no longer at your site, please email Amy Harris at so we can update our master list.

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