Nashville Area Indian Health Service 2011 Annual Report

CATAWBA SERVICE UNIT
centered; metrics/dashboards were implemented to track a variety of measures.
For example, the CSU tracked the number of patients seen, no-show rates, patient
and employee satisfaction rates, errors, and revenue generation. As a result, the
number of appointments available increased from 8 to 12 per provider, and the
CSU provided health care during the 9,056 patient encounters. The clinic was also
redesigned to increase efficiency in providing care and redecorated to create a
more welcoming environment. Relatedly, the CSU was one of only nine IHS sites
in the nation to meet all 21 GPRA objectives.
Making Work Accountable, Transparent, Fair
and Inclusive
The Catawba Service Unit’s activities pertaining to this IHS priority focused
on improving communication between staff. For example, two communication
boards (one for clinic information and one for Tribal information) were
positioned outside the CSU’s entryway; employee and patient satisfaction
surveys were shared with Tribal leadership and Nashville Area Office
management and on communication boards; and three community members
were added to the IPC-3 team.
Customer Service
To improve customer service, the First Impressions Team at the CSU led an
annual Customer Service Week filled with activities and education for both staff
and patients. Monthly customer satisfaction surveys were conducted and action
plans were developed based on customer feedback.
Catawba Service Unit shines as a role-model and encouragement to other
Nashville Area and IHS health programs!
Nashville Area Indian Health Service www.facebook.com/IHSNAO 43