Resources for Improving the Patient Experience with Care

Change Packages

A Quick Reference Guide: Improving The Patient Experience
A summary of 12 proven changes for the practice and the physician group to improve patient experience ratings
Improving Patient Experience Video
Includes physician testimonials on the effect changes had on their practice and work life. You can view a low resolution version on-line, or order a high resolution copy for $15 from arassbach@pbgh.org.
High Leverage Changes For the Practice: Practice High Leverage Changes.doc
A summary table designed for the Practice Site
High Leverage Changes For the Physician Group: Physician Group High Leverage Changes.doc
A summary table for group leaders

Tools for Physician Group Leaders

Physician Group High Leverage Changes to Improve the Patient Experience: Physician Group High Leverage Changes.doc
Lists vendors offering training for clinicians in communication skills and physician-level surveying

Tools for Clinicians

Practice High Leverage Changes to Improve the Patient Experience: Practice High Leverage Changes.doc
A summary table designed for the Practice Site
Clinician Skills Table: Clinician Skills Table.doc
A table identifying the specific skills clinicians can adopt to improve patient ratings for common questions on patient surveys
First Impressions Checklist
Checklist applicable to anyone working with patients
Agenda Form: Agenda Form.doc
A form for the patient to complete prior to their visit to assist with establishing a shared agenda with their practitioner
Kaiser - 4 Habits Model
Key Changes on an index card

Measuring Access

Instructions for Measuring Third Next Appointment (3NA)
1-page on how and why measuring Third Next Available Appointment is used to measure access
Instructions for Graphing Third Next Appointment (3NA)
2-page on how to use excel for graphing access over time, by physician or practice

Advanced Access

Overview: Implementing Advanced Access: Overview - Implementing Advanced Access.doc
A 2-page summary for groups considering advanced access
Advanced Access Supply-Demand Tool: Supply And Demand Tool.xls
An excel spreadsheet to quantify and match supply and demand
Weekly Demand Counter: Weekly Demand Counter.xls
An excel spreadsheet to measure demand by type, by physician, and by day of the week

Tips for Improving Access

Access Tip Sheet for Physicians and Office Staff
If you aren't committed to advanced access, here are 6 changes you can try

High Leverage Changes For the Practice: Practice High Leverage Changes.doc
A summary table designed for the Practice Site, including care coordination
Care Coordination in Outpatient Setting: Care Coordination.ppt
Examples of ways to improve care coordination in 4 areas: lab result reporting, after hours care, referrals and medication reconciliation

Primary Care Practice Survey: Practice Site Satisfaction Survey Dartmouth.doc
A sample survey to assess satisfaction of clinicians and staff at the practice site
Teamwork Assessment Exercise: Teamwork Assessment Exercise.doc
A survey for clinicians and staff to assess level of teamwork among practice staff

Physician Group High Leverage Changes to Improve the Patient Experience, Page 3: Physician Group High Leverage Changes.doc
List of vendors who offer physician level surveys using a variety of methods, including web, telephone and point-of-care

Case Study: Buenaventura Medical Group: Putting It Together.ppt
A presentation by Jim Malone, the CEO at Buenaventura when they rose from the 20th to 80th percentile in patient experience in two years. Buenaventura is now part of Kaiser.

"The Green Book, Version 2," Clinical Microsystems, February 2005
A great manual for practice re-design, from the Dartmouth Microsystems team
CAHPS Improvement Guide: link
A guide for organizations on improving CAHPS (National patient experience survey) scores
Tallman, et al., "Communication Practices of Physicians With High Patient-Satisfaction Ratings"

Additional Information:

Resources