Area of Impact | Examples |
---|---|
Clinic physical space | Improved waiting room chairs |
Creation of wheelchair access | |
Clinic artwork | |
Posting of facesheets/bios of providers | |
Healthy vending machine food | |
Improved clinic signage | |
Patient care/care communication | Distribution of BP cuffs and scales for patients |
Creation of patient feedback comment box | |
Patient emergency medical sheet | |
Improved visit summary | |
Improved Spanish-language materials | |
Patient-designed clinic brochure and welcome letter | |
Redesigned advance directive packet | |
Feedback on provider practice regarding giving bad news | |
Feedback on barriers to immunization | |
Creation of patient visit preparation tool | |
Patient calendar | |
Clinic workflow/system | Feedback on online patient portal/electronic medical record |
Feedback on staff customer service | |
Designing PDSA (Plan-Do-Study-Act cycles) | |
Program to reduce patient no-shows | |
Improved telephone access and Spanish-language phone access | |
Interventions to reduce patient wait time | |
Impact on clinic culture | Staff are more receptive to patient feedback |
Staff seeks patient feedback before initiating projects | |
Staff draw connections between improved patient experience of care and improved patient adherence | |
Staff exposure to patient narratives | |
Changes in staff language more focused on patient experience | |
Initial staff resistance has abated | |
Movement to include patient members in other clinic programs and working groups | |
Improved sense of gratification and mission in work |
BP, blood pressure.