NQC Logo



in+care Newsletter

Issue 16 


National Campaign to Improve Retention in HIV Care
in care Logo 
In This Issue
Integration of Retention Efforts
Provider Spotlight

59 days

until the next data submission deadline

Enter your data at: incarecampaign.org/database

Like us on Facebook!

 Spread the word to help others make an impact on the lives of people living with HIV/AIDS.


 Like us on Facebook

Like us on Facebook.

Data - National Averages*

(as of 03/19/13)

Gap Measure
(n = 144 sites, 100,778 patients)


Visit Frequency Measure
(n = 134 sites, 80,746 patients)


New Patient Measure
(n = 141 sites, 6,720 patients)



Viral Load Suppression
(n = 138 sites, 107,205 patients)


*data not unduplicated
Quick Links

Campaign Headquarters

National Quality Center (NQC)

New York State Department of Health AIDS Institute


90 Church Street, 13th floor
New York, NY 10007


Work: 212-417-4730
Fax: 212-417-4684


Website Updated!

 The in+care Campaign has recently updated its website to make searching for Retention Strategies and Tools easier for you! Visit the website today to explore the new area!

Patient Experience Evaluation and Retention


So far in this Campaign we have spent a lot of time focusing on clinical performance metrics, but there is another set of data that is highly instructive in terms of patient retention. Patient Experience is one such major driver for retention in care and there are many ways to evaluate these experiences. The Beryl Institute defines patient experience on four levels that relate to the "touch points" of people, processes, policies, communications, actions and environments taking into account perceptions that vary from person to person based on individual experiences, beliefs, values, and culture. Patient experience includes what happens before, during and after the delivery of health care.
The month of March was dedicated to examining the ways in which HIV providers can harness patient experience evaluation data to identify areas for improvement.
Upcoming Events
+ in+care Campaign Office Hours

Every Other Wednesday 4pm-5pm ET

Office Hours allow in+care Campaign participants to directly communicate with NQC staff and consultants. Callers can ask general questions, request technical assistance, or engage in dialogue about the Campaign. Upcoming discussion topics include:

Wednesday, April 17 - Viral Suppression Improvement by better understanding the characteristics of populations suppressed in comparison with those not suppressed.


Dial-in#: 866.394.2346

Participant Code: 418 257 6142 #



+ in+care Campaign Webinar | Viral Suppression as the Ultimate Goal
Tuesday April 30 - 2pm ET
Agenda: Three different Ryan White grantees will present their perspective on viral suppression and various Quality Improvement Projects (QIPs) they have put in place and evaluated. Paulette Phipps of the Kansas University School of Medicine will discuss from the perspective of a Part C grantee. Anne Rhodes of the Virginia Department of Health will discuss from the perspective ofa Part B grantee. Lena Lago and Justin Britanick of the District of Columbia Department of Health will discuss from the perspective of a Part A grantee. The webinar audience will also learn about various improvement strategies implemented by Campaign participants and submitted to Campaign staff. In addition, recent Campaig performance data submissions will be reviewed.
If you have any specific questions you would like to have addressed, please mail them in advance of the webinar to Michael@NationalQualityCenter.org. No pre-registration is needed, just enter the room as a guest at the time of this webinar.
Dial-in#: 866.394.2346
Participant Code: 397 154 6368 #
+ Partners in+care Webinar | What is Viral Suppression?
Tuesday May 21 - 12pm ET
Agenda: Dr. Moupali Das of the San Francisco Department of Health will describe viral suppression for a non-clinical audience. The presentation will include a discussion of why viral suppression is the ultimate goal of the in+care Campaign and will drill down to what that means to individuals living with HIV. Treatment as prevention, community viral load and other topic areas will also be covered. As always, there will be a panel discussion including people with HIV, NQC quality coaches and Campaign staff to provide additional context related to our important work with in+care.
If you have any specific questions you would like to have addressed, please send them in advance of the webinar to Michael@NationalQualityCenter.og. No pre-registration is needed, just enter the room as a gest at the time of this webinar.
Dial-in#: 866.394.2346
Participant Code: 397 154 6368 #


+ in+care Campaign Webinar | Transitions in+care, Adolescent to Adult Care

Wednesday, May 22 - 3pm ET

Agenda: Dr. Rana Chakraborty, Dr. Andres Camacho-Gonzalez and Ashley Gordon of Grady Infectious Disease Program in Atlanta, GA will present on their adolescent care program and the steps they have put in place to ensure smooth transitions to adult care that retain these patients in care. In addition, the team will review findings from recently conducted research in this area and policy recommendations that flow from the research. Finally, Campaign staff will review recent Campaign data submissions and retention improvement strategies submitted by Campaign participants that relate to adolescent care and transitioning to adult care.

If you are unable to attend the presentation and have special questions for the presenters, please send them to Michael Hager (Michael@NationalQualityCenter.org) in advance of the webinar.

Dial-in#: 866.394.2346
Participant Code: 397 154 6368 #
URL: http://www.nqcqualityacademy.org/incarecampaign.



+ Partners in+care Webinar | Substance Use, HIV, Linkage and Retention in+care

Stay Tuned! - Date and time coming soon!

Agenda: It takes more than medical services to keep people living with HIV engaged in medical care. David Thompson from the Substance Abuse, Mental Health Services Administration (SAMHSA) of the Federal Government will share information on a linkage to care project that SAMHSA has in place. Provider agencies involved in this program will be present on the line to discuss their thoughts on how well it ensures patient linkage to care. In addition, Campaign staff will review recent improvement updates from around the nation that pertain to social services. Lastly, there will be a discussion of recent in+care Campaign data submissions.


If you have any specific questions you would like to have addressed in advance of the webinar, please mail them to Michael@NationalQualityCenter.org. No pre-registration needed, just enter the room as a guest at the time of this webinar.


Dial-in#: 866.394.2346

Participant Code: 397 154 6368 #

+ in+care Campaign Webinar | Patient Experience Evaluation and Retention
Stay Tuned! - Date and time coming soon!
Agenda: If you were to ask patients how they know they are receiving high quality health care, the funniest thing happens - they will begin talking about their experiences in terms of relationships, interactions and the status of the physical plant. After all, patients do not, for the most part, have a clinical basis for evaluating the clinical quality of their care. For this reason, patient experience is a major driver to patient retention in care. This webinar will focus on ways that patient experience can be evaluated and measured so that provider agencies can respond in kind. In addition, Campaign staff will review recent data submissions and other strategies being implemented within the provider community participating in the in+care Campaign.
If you have any specific questions you would like to have addressed, please mail them in advance of the webinar to Michael@NationalQualityCenter.org. No pre-registration is needed, just enter the room as a guest at the time of this webinar.
Dial-in#: 866.394.2346
Participant Code: 397 154 6368 #
+ Next Campaign Performance Data Submission

June 3, 2013



+ Next Improvement Update Form Submission
April 15, 2013
Keep up-to-date with the latest in+care events through our webpage: http://incarecampaign.org/index.cfm/75283


Notes from the Desk of a Partner in+care - Jeff Allen

"Partners in+care is a win/win situation," says Jeff Allen. "With health care reform, self
 -anagement will become critical. The dynamics of health care delivery are changing."


Jeff is working to promote self-management at multiple levels. As a member of NQC's Consumer Advisory Committee, he saw it as his duty to get involved when NQC launched the in+care Campaign. At the time, the Part B consortium in the Daytona Beach area was experiencing challenges with retention.


"It was a no brainer," says Jeff. "Self-management is a cost effective intervention and results in better outcomes. With shrinking resources this is something we need to focus on."


Jeff has served as President of the Positive Champions Speakers Bureau since 2011. He has recruited members from Positive Champions, as well as support group participants, and involved them with quality-related activities. He uses NQC resources to provide trainings to build their knowledge and increase their skills so they can effectively participate. Now, about ten consumers are participating on providers' quality teams to develop plans designed to improve care. In addition, Jeff promotes Partners in+care on his Facebook page.


Jeff would like to work toward expanding partnerships at the national level by reaching out to consumer advisory boards in other organizations that go beyond health care.


"There are other issues, such as housing, that can make a difference to consumers and their ability to manage their own care," says Jeff. "We need to think outside of the box and look at all the factors that can impact self-management efforts."

Provider Spotlight  -  St. Luke's-Roosevelt Hospital's Center For Comprehensive Care

Multiple Patient Feedback Mechanisms Help Build A Patient-Centered Culture


With a caseload of close to 6,000 HIV-infected patients, St. Luke's-Roosevelt Hospital's Center for Comprehensive Care (CCC) is the largest designated AIDS center in New York. In recent years, CCC has been expanding its services to at-risk populations such as formerly incarcerated individuals. It is now serving over 8,000 total patients at three clinical sites.


At CCC, efforts are continually made to assess various aspects of services from a patient perspective-patient feedback is the foundation for the Center's action plan.


"How can you provide patient-centered care if you do not know what the patient wants," says Christine Nollen, Senior Deputy Director. "We are totally committed to patient involvement."


In addition to patient satisfaction surveys, which are administered twice a year, CCC uses multiple methods to gain feedback from patients.


Consumer Advisory Board (CAB)

A member of the Center's Executive Committee is invited to each monthly CAB meeting to respond to questions and concerns about CCC operations and services. This communication allows the Executive team to hear directly from consumer representatives and also helps the CAB communicate with other patients about ways in which the CCC operates and responds to patient concerns. When new programs or initiatives are implemented, the CAB is asked to provide feedback.


Focus Groups

The CCC uses focus groups to gain consumer input related to specific initiatives. For example, focus groups were used to provide insight into the development of a new marketing strategy. Focus groups are often held when the CCC is developing a new program. Not only does the feedback provide insight into needs and barriers that can ensure more responsive services but it also assists in the development of proposals to help fund the program.


Peer Program

Over the past seven years, the CCC has trained approximately 50 consumers to provide supportive counseling to inpatients, assist in patient navigation, and offer adherence support. Currently, there are 15 active peers. Due to their regular interaction with consumers, the peers serve as an informal, two-way feedback system. They hear directly from consumers about needs and barriers, and also communicate new information directly to consumers during regular interactions.


Patient Suggestion Box

A Suggestion Box is available at all three CCC clinical sites. Each month a representative from the CAB collects the suggestions and presents them to the Operations and/or Executive Committees, as appropriate. The feedback loop is closed when these responses are disseminated back to the CAB and, as appropriate, directly to CCC patients in the form of actions or through the CAB newsletter.


Ms. Nollen believes there is more that can be done to get consumer feedback and says the CCC will strive to increase the level of consumer input they already receive. Based on their experience, however, she offers some recommendations for other programs.

  • Conduct surveys on a regular basis; respond to what the surveys say, and compare results over time
  • Use surveys that generate results that are actionable.
  • Use tools that assess a patient's experience with his or her individual provider. More specific findings provide a greater opportunity to learn and make meaningful changes.
Connect. With patients.
Collaborate. With a community of learners.
Change. The course of HIV. 

incareCampaign.org  |  212-417-4730