Milestone 5: Practice has a formal approach to obtaining patient and family feedback and incorporating this into the QI system, as well as the strategic and operational decisions made by the practice.
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
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:
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.