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Speeding Up Door-to-Door Trips
Transport time dropped when this team coordinated with other departments, ensured labs and meds were ready and made other improvements.
- A long wheelchair ride is inefficient and poor patient service.
- Getting better chairs improved transport times
Communication Goes a Long Way
Member satisfaction increased once folks on the pediatrics unit began a campaign to improve communication with each other.
- A happy staff is a productive staff and better serves the members.
- Having short, informal but frequent meetings
The Key to Great Service: Call and Response
Service scores shot up when this oncology team paired a nurse with a buddy to help with patient response.
- Responding to a patient’s needs is central to their care.
- Pairing with a buddy can shorten patient response times
Young Asthma Patients Need Refills
Pediatrics department identified asthmatic patients and explained the benefits of inhaled corticosteroids, increasing the number of refills for patients who needed them.
- Taking medication regularly helps patients manage their asthma.
- Reaching out to asthma patients to recommend refilling their medications
Always Answer the Phone
This oncology department's service scores went up when it corrected wrong numbers, added voice mail and made other improvements.
- Providing the best service to our patients and members means being there for them.
- Providing correct phone numbers is a good first step
Be Quiet. Respect Nap Time
When this mother/baby unit instituted a regular nap time, moms got more rest and the success for breastfeeding increased.
- Nap times help reduce the number of requests for respite care.
- Created an afternoon nap time, and communicated to staff and family about this quiet period
Easing the Pain
The maternity team's laser-focus on pain management helps it keep service scores high. standardized pain medication schedules, communicated when next meds were scheduled, and reinforced the "no-pass" policy.
- Helping new moms manage pain is a key part of providing excellent service.
- Standardizing pain medication schedules
Make Low-Sodium Meals Tastier
Food services included Mrs. Dash seasoning packets with meals, wrote scripts to explain the idea, and informed patients about diet options.
- Providing patients with healthy and tasty food helps them heal
- A little packet of Mrs. Dash can go a long way to making low-sodium palatable
Cracking the Case of Missing Lab Orders
Team uses facts and fun to educate departments about workflow missteps .
- Reducing missing lab orders improves patient care and eliminates extra work for employees.
- Analyzing data to identify problem departments and working with them to find solutions
Create Surgery Wait List
Dedicated employee shrinks surgery wait list backlog by 70 percent, clearing the way to fit emergency patients into the schedule.
- Plastic and Reconstructive Surgery patients were complaining about the wait for surgery, and the backlog prevented the scheduling of emergency surgeries.
- Created a wait list and called patients in order when there was an opening for surgery, so the process was fair to all patients.
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