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Goal: Practice has a formal system for obtaining patient and family feedback and can document operational or strategic decisions made in response to this feedback.
Strategies
Strategies
- Include a patient on the organization’s board
- Implement a patient and family advisory group
- Regularly survey patients and families
- Invite patients to operational meetings
- Include patients and families in all quality improvement (QI) initiatives
- Regularly assess the patient experience of care through surveys, advisory councils and/or other mechanisms
- Communicate to patients the changes being implemented by the practice.
- Educate patients and community on what they should expect and look for in a physician. Currently, it is very difficult to know who the excellent providers are.
- Transparency in data, (quality, complications, readmissions, etc. should be publicly available)
- Run focus groups to obtain patient and family feedback
- Include patients and families in staff feedback education events
- Use patient stories to start each meeting
- Use real-time electronic systems for capturing patient feedback
What our enrolled practices are doing:
What our enrolled practices are doing:
- Created a patient survey via Survey Monkey. Added link to survey on a tablet that is handed to patients at the end of their appointments to complete. The tablet is returned to the desk prior to leaving and formally checking out.
- Utilized a drop box and comment card that left in the waiting area,
- Implemented a process improvement team to analyze and improve processes and/or in to patient feedback.
Resources
Resources
Patient Questionnaire.docxGoogle Sites
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