We observed that high-quality integrated care required a high-functioning, well-organized primary care
practice, as well as key behaviors at the organizational, practice, interpersonal, and individual clinician levels.
Our findings are organized into two main categories In the first section, we identify the
organization-level professional practices that exemplary primary care organizations
implement to create a community of professionals who can work together to deliver
integrated care.In the second section, we identify
the professional practices that people in the primary care organizations engage in to
deliver integrated care to patients. We describe how people in the exemplary practices
organize their behaviors to deliver population-based integrated care to patients.Our work expresses whole patterns of behavior that integrate competencies into competent professional
behavior by an individual, team, and organization. We include examples, in the form of excerpts from our field
notes or from interviews we conducted, to illustrate these professional practices.We focus specifically on professional practices and behaviors related to integrated care. While we observed
that many professional practices and behaviors are critical to delivering exceptional primary care, these are
not described in detail in this report. Readers should recognize that exceptional primary care is a necessary
foundation for exceptional integrated care.This section summarizes all of the organization-level professional practices and interpersonal and individual
professional practices that supported integrated care at the primary care organizations. Each of the
professional practices is linked to the portion of the guidebook that describes the findings and offers excerpts
from the project team’s field notes and interviews that illustrate the practices.
