Find a practice to try with your team
Work Together to Process Tests
By coordinating with other departments, like emergency and transportation, the diagnostic imagining department could better serve patients at a brisk and efficient pace.
- More timely results help patients get timely care.
- Communicating with nurses and staff before a patient is moved for a test
Look to ID Persistent Asthma
This Pediatrics department identified persistent asthmatics and helped them manage their chronic condition better.
- We can offer excellent care to our youngest asthma patients by helping them manage their condition to avoid scary ER visits.
- Proactively identifying asthma patients and explaining the medication regimen
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
Improve Inpatient Med Deliveries
The pharmacy posted laminated cards of commonly used drugs, they made deliveries 15 minutes early, and color-coded bins of new meds to distinguish from discontinued meds.
- Reducing the number of overdue meds ensures proper care.
- Identifying potential pharmacy delays can improve service
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
Share Your Schedules
Center shared scheduling data with other departments, respected their processes, and got everyone on the same page.
- Coordinating schedules prevents patients from getting turned away.
- Sharing scheduling data between departments improves patient care
This Test Saves Lives
The internal medicine unit emphasized the value of taking the colorectal screening test, and identified at-risk patients whenever they come into the office.
- Ensuring the patients take the test and return it is critical to early screening.
- Labeling the test as life-saving can increase patient compliance
Your Team Can Shorten Wait Times
It takes a team to speed up the line and keep the customer happy.
- Long waits and long pharmacy lines reduce morale for both customers and employees.
- Getting the entire staff involved to improve customer service
Listen to Patient Concerns
Communicating with your patients is critical to good care and “care cards” can help.
- Open communication between patients and staff improves service.
- Providing an outlet for patients to speak up raises HCAHPS scores
Make Collections Easier for Everyone
Team increased its percentage of collecting co-pays through training and awareness.
- Positively affect the bottom-line performance of your team from revenue to payroll.
- Learning how to ask patients for money