Ambulatory Care Gold Standard Patient Experience - Capital Health

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Sample Enabler Description Sample Source be used for next visit) Initial visit packet All new patients are provided with an initial visit packet with helpful information such as parking locations, physician office location, and any pre-appointment instructions Brigham and Women’s Hospital, Boston, MA Uniforms and name tags Uniforms that would aid patients to identify staff roles (e.g., way finders wear green jackets or transporters wear vests) Mayo Clinic, USA Name tags that include credentials Intake forms/process Standardized patient intake form and process that would be utilized systemwide (demographic information collected, registration process) Kaiser Permanente, USA Appointment reminders Provide patients with an appointment reminder prior to the scheduled appointment in their preferred method (e.g., phone, email, letter) Beaumont Hospital, Royal Oak, MI Learning assessment A learning assessment to determine the patient’s preferred learning style and language preference to guide providers in communicating clinical information to the patient JCAHO Process Translator scheduling Customer service guidelines A scheduling procedure that ensures translators, if needed, are scheduled in advance of the patient’s visit Develop consistent system-wide customer service guidelines and expectations for staff and clinicians Cleveland Clinic, Cleveland, OH Bumrungrad International, Bangkok, Thailand Baptist Health South Florida, USA Disney World Resorts Patient education materials Patient education materials are available in multiple languages, formats and venues (e.g., handouts in clinic, web, patient information kiosks) Johns Hopkins, Baltimore, MD Single point of contact Patients given an 800 number as a single point of access for all questions and concerns Mayo Clinic, USA Oakwood Healthcare, Dearborn, MI (also online real time chats) Techn ology EMR Electronic medical record that is accessible by patients and appropriate clinicians system-wide UC Davis Medical Center, Sacramento, CA Kaiser Permanente, USA Page 18 of 25
Sample Enabler Description Sample Source Staff information Pictures and brief resumes of care team are in the facilities and on a web portal for patient access United Health, USA Blue Cross/Blue Shield, USA Environment Status board An appointment information status board to indicate approximate wait time or clinic delays (e.g., the emergency room wait time is 2 hours or physician appointments are delayed by 15 minutes) Out of industry: Airlines Disney Principle #5 Everyone shares ownership for delivering my Gold Standard experience. Supporting Principles • Employees are empowered to address patient concerns and problems • Performance expectations for each role are established based on Ambulatory Care - Gold Standard Patient Experience principles • Processes are continually reviewed and improved Standards Short-term Goal Mid-term Goal Gold Standard • Patients are satisfied with customer service levels from all staff and physicians • Employees and the care team are trained in customer service skills • Balanced Score Card 1 • Quality and Performance Improvement Actions 2 • 50% of patients are “very satisfied” with customer service experience • 50% decrease in customer service complaints • 75% of employees and the care team have documented completion of customer service training • 75% of score card measures are on track • Performance improvement plans are in place for all identified issues • 80% of patients are “very satisfied” with customer service experience • 75% decrease in customer service complaints • 80% of employees and the care team meet “gold standard” expectations of customer service on their annual review • 100% of score card measures are on track • Performance improvement plans are in place for all identified issues and track positive progress • 95% of patients are “very satisfied” • 75% decrease in customer service complaints • 95% of employees and the care team meet “gold standard” expectations of customer service on their annual review • 100% of score card measures are on track • Performance improvement plans are in place for all identified issues and track positive progress Page 19 of 25
Page 1 and 2: Ambulatory Care Gold Standard Patie
Page 3 and 4: Introduction In the fall of 2006, C
Page 5 and 6: Ambulatory Care Gold Standard Step
Page 7 and 8: without Environment and Technology
Page 9 and 10: Principle #1 I can easily access an
Page 11 and 12: Sample Enabler Description Sample S
Page 15 and 16: Standards Short-term Goal Mid-term
Page 17: Standards Short-term Goal Mid-term
Page 25: Discharge Page 25 of 25

Ambulatory Care Gold Standard Patient Experience - Capital Health

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