Patient Experience Collaborative Tools

Collaborative Change Packages

• A Quick Reference Guide: Improving The Patient Experience

Timely Access to Care

• CQC Advanced Access Supply-Demand Tool: An excel spreadsheet to quantify and match supply and demand.
• Weekly Demand Counter: An excel spreadsheet to measure demand by type, by physician, and by day of the week.
• Instructions for Measuring Third Next Appointment (3NA)
• Instructions for Graphing Third Next Appointment (3NA)
• Simple Steps for Improving Access
• Improved Access Tip Sheet
• Reception Area Presentation (Monarch HealthCare)

Doctor/Staff-Patient Communication

• Patient Survey and Clinical Skills Table
• LH Baker et al., "Improving doctors' communication skills: teaching what is measured"
• AMA, Ethical Force Program Consensus Report, "Improving Communication - Improving Care": Offers guidelines and measurable expectations for health care organizations to improve communications with patients of diverse backgrounds.
• 7-Step Communication Model
• 3 Steps for Handling Challenging Interactions
• First Impressions Checklist
• Concerns Form (John Muir)
• Patient Survey Notice (John Muir)
• Draft Work Flow Plan: Follow up on Same Day Patient Calls (John Muir)
• Reception Area Presentation (Monarch HealthCare)
• Greeting Script (John Muir)
• Letter to Patients - Survey Monkey (John Muir)
• Patient Survey - Survey Monkey (John Muir)
• Tallman, et al., "Communication Practices of Physicians With High Patient-Satisfaction Ratings"
• Kaiser - 4 Habits Model

Continuity and Coordination of Care

• Lab Reporting Tool (Greater Newport Physicians)
• Lab Results Reporting Samples
• Results Management: EG Poon et al., "Design and implementation of a comprehensive outpatient Results Manager," Journal of Biomedical Informatics, July 2003
• Sample Referral Form
• Improving PCP-Specialist Communication: CAHPS Improvement Guide, p. 58-60
• Medication Reconciliation Tools:
  • Medication Discrepancy Tool (MDT)
  • Discharge Medication Reconciliation Prescription Form, Emory Healthcare
  • JD Smith et al., "A New Tool for Identifying Discrepancies in Postacute Medications for Community Dwelling Older Adults"
  • EA Coleman et al., "Posthospital Medication Discrepancies - Prevalence and Contributing Factors"
• Medication List (John Muir)
• Medication List/Patient Priorities Sheet (Greater Newport Physicians)
• Reception Area Presentation (Monarch HealthCare)

Practice Site Satisfaction/Teamwork

• Practice Site Satisfaction Survey
• Teamwork Assessment Exercise
• Stages of Team Development
• 9 Steps to Avoiding Unproductive Conflict
• 5-Step Handling Conflict Process
• 6-Step Problem Solving Process

Spread

• Best Practices for Patient Satisfaction: A discussion paper from Physicians Medical Group of Santa Cruz County
• Sample letter: Individual PCP Satisfaction Survey Results, 2006
• Spread Action Plan
• Patient Experience Collaborative Self-Assessment

Improvement Resources

• PDSA Model Overview
• Testing Changes, presentation by Angela Hovis on July 27 Teleconference
• Aim Statement Worksheet, adapted from "The Green Book, Version 2," Clinical Microsystems, February 2005
• High Performance Teams, adapted from Learning Session 3, DOQ-IT, December 2004
• PDSA Worksheet
• Improvement Action Planning Grid
• Improvement Action Planning Grid Sample (John Muir) Part 1 / Part 2

Additional Information:

Program Description

Measures

Expert Panel & Faculty

Participants

Schedule

Tools

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