Chicago, IL
Renaissance Chicago Downtown Hotel
Oct. 2-3, 2017

Cindy Gaines

Vice President and Chief Operating Officer
Borgess Medical Group

Cindy Gaines is the vice president and chief operating officer for the Borgess Medical Group, Borgess Health in Kalamazoo, Mich. The Borgess Medical Group is a growing employed/contracted network of 200 physicians and 100 midlevel providers. Gaines has 28 years of healthcare experience, splitting this time between quality and operations across the continuum. Since joining Borgess in 2009, she has led the integration of patient care across the Borgess Health continuum and integrated program requirements of third-party payers including pay-for-performance criteria to maximize clinical, operational, and financial initiatives and physician quality alignment, and attained PCMH destination for primary care sites.


October 2, 2017
2:10pm - 2:40pm

Borgess Health, a member of Ascension Health, is one of the largest healthcare providers and employers in southwestern Michigan and provides a complete continuum of services to nearly 1 million people within 10 surrounding counties. In February of 2015, the Ascension Medical Group leadership challenged all local medical groups to improve one quality metric by 20% in 90 days.

With the use of technology along with patient engagement strategies, Borgess Health was able to exceed its goal and improved uncontrolled diabetes by 29% in 90 days.

Through this process, Borgess Health now has a population panel coordinator, and a hardwired patient engagement process for this metric and many more, leading to six primary care practices now recognized in the top 20% of quality performance in Michigan.  

Key takeaways:

  • How to determine which patient engagement strategy will work best for your organization based on the resources at your disposal.
  • How to leverage population health management technology and let the data guide you in the process.
  • How to hardwire a population health management strategy for the long-term.

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