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Provider Success Story – Western Care Medical PC: Leveraging the Patient-Centered Medical Home (PCMH) Model to Improve Care

Western Care Medical PC, a small independent practice led by Dr. Ferdous Khandker, takes pride in developing strong relationships with their patients. Because of this, Dr. Khandker decided to transform his practice under the National Committee for Quality Assurance (NCQA) Patient Centered Medical Home (PCMH) model. PCMH emphasizes care coordination between providers and increased communication with patients.

“We want to improve all of the care we deliver to our patients. PCMH is helping us begin that improvement.”

Dr. Khandker sought support from NYC REACH in achieving PCMH recognition. NYC REACH helped Western Care Medical streamline workflows and optimize their EHR. After six months, Western Care Medical received recognition as a NCQA PCMH 2011 Level 3 – the highest level. Because their preparation, the practice received the maximum points possible.
When discussing this accomplishment, Dr. Khandker acknowledged how NYC REACH helped them. “Without them, I’d be blind,” Dr. Khandker explained. “PCMH recognition was a difficult process. But NYC REACH provided assistance every step of the way.” After obtaining PCMH recognition, Western Medical Care has seen patient satisfaction improve as measured in surveys and interviews, “The quality of care is different. The patients notice this,” Dr. Khandker affirmed. “Quality improvement is very important,” Dr. Khandker declared. “The process cannot be accomplished overnight. Providers and staff must expect to work hard. However, if you participate in programs like this, it will result in improved care.” Dr. Khandker is already planning to upgrade Western Care Medical PCMH level to the 2014 NCQA PCMH standards.
NYC REACH has assisted over 400 sites, including small practices, with NCQA PCMH recognition and continues to support practices interested in the 2014 NCQA standards. For more information on NYC REACH’s PCMH services, please contact pcmh@health.nyc.gov.