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.

Resources

Patient Questionnaire.docx