Quality improvement (QI) is the framework we use to systematically improve the ways care is delivered to patients.
Models of Care
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• What is Health Care Home?
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What is Health Care Home?
The Health Care Home (HCH) is a model of care based around the general practice and designed to improve the quality and sustainability of services as well as the experience of both patients and staff.
First introduced into New Zealand over a decade ago, it has now been incorporated into more than 200 general practices covering an enrolled population of over 1.45 million people. It is being continually refined and developed for our New Zealand context, with the most recently updated version of the model of care enhanced for equity, lived experience leadership and honours Te Tiriti o Waitangi.
The Health Care Home model shifts the traditional system of general practice from one that is mostly reactive, to a more proactive, team-based approach that focuses on the individual needs of the patient and their whānau. It is made up of a number of core elements, involving processes such as triaging patients to ensure urgent appointments are available to those who need them most; offering consultations by phone, video or email as well in person; and taking a proactive and partnership approach to care for people with long term conditions such as asthma and diabetes.
HCHs has been framed in the context of Te Tiriti o Waitangi, of Wai 2575, of Pae Ora and Whānau Ora, to ensure that the HCH enhanced model of care embraces Māori models of health and its domains related to Māori world views, delivering tangible benefits for Māori and other priority populations.
promise
Our Promise
Be a catalyst for change – help communities to translate system change, challenge thinking, and enable localised action.
Collaborate and facilitate – bring together community and locality leaders to learn from each other.
Influence – leverage efforts of our network to share the learnings and not reinvent the wheel.
Empower – build capability in our networks and communities committed to change.
Practical implementation – support the doing focused on what really matters to your local network.
Sustainable mahi – set up for sustainable implementation, supported by backbone organisations.
Champion – for resources to communities to achieve local outcomes.
values
Our Values
Manaakitanga
Acknowledging the mana of each party in order to create an environment of respect for different perspectives and behaviours.
Whakapono
Acknowledges the need for trust in doing the right things to ensure high quality systems and quality care.
Kaitiakitanga
Acknowledges a duty of care as a custodian that has the best interests of the patient/whānau and staff at heart.
Poipoia
Having empathy and nurturing the provision of quality care for whānau
Pūkengatanga
There is an expected level of expertise by those delivering care and an obligation to do the best for patients and whānau
Oritetanga
All whānau experience the same excellent health and wellbeing outcomes regardless of situation and challenges
Model of Care workshop
Demand for primary care currently exceeds capacity, pushing the general practice model toward unsustainability. This project aims to address the recommendations and conclusions of Wai2575, building capacity and capability to measure outcomes and outputs across general practice—encompassing all team members and patient interactions.
What is it?
This programme replaces the existing Health Care Home (HCH) certification and credentialing programme, aiming to recognise and acknowledge modern general practices that demonstrate attributes such as leadership in primary care innovation, operational efficiency, quality, credibility, and more.
Since 2018 Collaborative Aotearoa (formerly known as the Health Care Home Collaborative then) has had the privilege of supporting over 100 general practices by awarding HCH Certification to recognise their progress in implementing the model of care. This work has centered on ensuring business sustainability, managing unplanned urgent care, and promoting routine and proactive approaches for whānau.
Why the Change?
To keep pace with the evolving primary care landscape, in July 2024 we have redesigned our credentialing programme. In October 2024, Collaborative Aotearoa’s Board approved the new HCH Endorsement Programme, replacing the previous HCH Certification and recertification process. Our team is now working with Primary Health Organisations (PHOs) to support practices that were previously accredited under the old certification model or would benefit from HCH endorsement admin@collab.org.nz.
Who can apply for National Endorsement?
General practice in Aotearoa that is affiliated with a PHO that has opted to implement this programme as part of their credentialing, accountability, or business requirements or,
Any Health Care Home General practice previously awarded Certification but have since lapsed and are now due for re-credentialing or,
Any Health Care Home General practice that has participated in and have successfully implemented the core characteristics of the model of Care for a minimum of four year.
3.1 Desk Staff
Patient-oriented front desk staff encourage the reception service to focus on kanohi ki te kanohi (face to face) interactions with patients.
4.2 Standardisation
Standardisation involves having an agreed set of equipment, storage place in each room and a processes to ensure consumables are replaced routinely.
6.4 Extended Practice Team
Extended practice team encourages the development of new/emerging roles in general practices in addition to traditional roles.
What is the Process?
Step 1: Practice Self-Assessment
General Practices complete a Model of Care Endorsement evidence and self-assessment template document based on the MoC, providing written comments and or documentation for each of the 12 MoC core elements. The self-assessment focuses on the implementation of the core 12
elements, patient outcomes, and operational improvements. The practice submits their self-assessment documentation to their Primary Health Organisation engaged with Model of Care (PHO) Lead or PHO Team for approval.
Step 2: PHO Validation
The PHO Lead, alongside the General Practice, reviews and approves the self-assessment completed by the practice, ensuring alignment with the practice’s MoC goals and operational standards.
Step 3: Endorsement Submission
Once approved, the endorsement assessment sheet and any necessary documentation are sent to Collaborative Aotearoa for national reporting and final endorsement. The General Practice is awarded Model of Care endorsement.
Coming soon