Case Study: Coeur d'Alene Pediatrics achieves PCMH recognition and boosts patient satisfaction with Greenway Health

When practice pursues PCMH recognition, the patient wins

Coeur d'Alene Pediatrics, a three-location pediatric practice with 14 providers serving a largely Medicaid population, decided to pursue NCQA Patient-Centered Medical Home (PCMH) recognition to formalize its long-standing commitment to accessible, coordinated care. The challenge required reworking workflows and documentation around access and referral tracking, dedicating staff to new roles, and extracting and submitting quality data to meet rigorous PCMH standards.

The practice documented step-by-step processes, created full-time patient advocate and care coordination roles, and leveraged Intergy EHR and marketplace tools to submit data—earning PCMH recognition in 2013 after a 22-month effort and maintaining it through regular submissions. The changes enabled rapid expansion of telemedicine, broader care coordination, and measurable patient satisfaction gains (patient recommendation rose from 77.1% to about 91% by 2019), demonstrating improved access and patient experience.

Coeur d’Alene Pediatrics

Connie Moering

Practice Administrator