Active Solicitation of Patient Feedback and Engagement of Employees in Customer Service Significantly Increases Patient Satisfaction
A health system gathers patient feedback through multiple channels and uses this feedback to develop patient-centered initiatives to improve customer service, leading to a significant increase in patient satisfaction and top-decile performance on measures relating to overall hospital quality and willingness to recommend the organization.
Preoperative Safety Briefing Reduces Wrong-Site Surgery and Nursing Turnover, Enhances Safety Attitude
A presurgical safety briefing held by the operating room team before every procedure has virtually eliminated wrong-site surgeries, enhanced operating room staff satisfaction and perceptions of safety, and reduced nurse turnover.
Adoption of Rapid Cycle Improvement Process From Toyota Increases Efficiency and Productivity at Community Health Clinics
Community clinics use the Toyota "Lean" rapid cycle process improvement system to enhance efficiency and productivity, leading to a significant increase in revenues.
Solo Physician's Use of Virtual and Phone Visits, Same-Day Appointments, and Extended In-Person Visits Leads to High Patient Satisfaction and Improved Chronic Disease Outcomes
A solo family practitioner provides 24-hour-a-day, 7-day-a-week access to care for her patients through liberal use of "virtual" or e-mail visits, telephone calls, same-day appointments, and extended office visits.
Community-Based Provider Training and Education Enhances Access to Oral Health Screenings and Fluoride Treatments for Low-Income Children
Provider training and education enhances access to oral health screening and fluoride applications for low-income and uninsured children.