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Coordinating Care for Complex, High-Utilizing Patients

May 19, 2020
11:30am - 12:10pm
Room 23

 During this session, the speaker will highlight how the Familiar Faces and Complex Care Programs at Barnes-Jewish Hospital/Washington University School of Medicine developed in response to improve care, enhance outcomes and increase institutional capacity. The care management programs address the diverse needs of patients who present frequently to the emergency department, often with subsequent hospitalization. 

The session will outline key elements of program structure, development and data analytics. Then, using case studies the physician and case management presenters will share approaches, insights, and challenges in providing care to an often difficult-to-manage patient population.


  • Identify essential program elements, including personnel, data analytics, and community referral resources, essential to implement a care management program for high-utilizing, high-need patients.

  • Recognize the proper patient population best-suited to benefit from intensive resources to improve health and optimize efficiency.

  • Gain insight into opportunities and processes to implement similar programs within their own facilities from case studies demonstrating the dynamic case management of patients with diverse and complex needs 


Emergency Physician, Physician Advisor
Washington University



Healthcare leaders at the forefront of the global patient experience movement will address which systems, tools and insights revolutionize the role of the patient and the caregiver. We’ll explore patient perspectives and clinical considerations to understand how empathy and innovation must be incorporated as integral pillars to deliver the best clinical, physical and emotional experience in healthcare.


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