Service quality

July/August 2017 Issue
Which Quality Measures Should You Report? [Feature]

Here’s how to select the measures that will maximize your success under Medicare’s new Quality Payment Program.

May/June 2016 Issue
Seven Principles for Improving Service and Patient Satisfaction [Feature]

A systematic approach that follows these seven principles can help you translate patient feedback into improved service.

November/December 2015 Issue
What You Need to Know About Medicare's New "Quality and Resource Use Report" [Feature]

The QRUR is essentially an annual report card, and its data can affect how you get paid in the future.

March/April 2014 Issue
Practice Transformation: Lessons From a Safety Net Clinic [Feature]

Many practices are looking to transition to a patient-centered medical home. Terry Reilly Health System made that move while also serving as a safety net clinic for several communities in southern Idaho. The system's key steps included getting early buy-in by clinic leadership, continually adjusting patient panels for individual physicians to provide quality care but avoid burnout, creating care teams to improve efficiency, hiring care coordinators, and using the electronic health record to improve patient outcomes.

March/April 2014 Issue
Incorporating Medical Interpretation Into Your Practice [Feature]

The number of people speaking a language other than English in the United States has increased to almost 20 percent of the population. In addition, the aging population is increasing the number of patients who are deaf or hard of hearing. This demographic shift as well as legal obligations mean many practices should develop a strategy to accommodate language barriers and ensure continued quality care. Those strategies include developing an organizational policy, determining the appropriate method of communication during the patient encounter, seeking financial support for medical interpretation, and providing language-appropriate patient forms and educational resources.

November/December 2013 Issue
The Benefits of Using Care Coordinators in Primary Care: A Case Study [Feature]

The drive away from fee-for-service and toward efficiency is requiring integrated health care groups to decrease hospitalization and procedures while still needing to maximize revenue. Including care coordinators can bridge this gap, helping identify and manage chronically ill patients who most need regular health services while freeing up physicians' time to provide care and actually increasing patient visits.

March/April 2011 Issue
Using a Simple Spreadsheet to Improve Intra-Office Communication and Patient Flow [Feature]

The author describes a way to use online shared document editing with Google Docs to facilitate communication between reception and back office in a large practice.

January/February 2011 Issue
Should Your Practice Participate in a Quality-Reporting Program? [Feature]

The authors, who have published results of a study of the costs and benefits of participating in the Physician Quality Reporting Initiative (PQRI), Improving Performance in Practice (IPIP), Bridges to Excellence (BTE) and a North Carolina program (Ann Fam Med 7:495-503 [2009]) offer practical suggestions based on their research.

November/December 2010 Issue
What a Patient's Numbers Don't Tell [The Last Word]

Sometimes, what matters most is how far a patient has come.

Feb 2008 Issue
Practice Measurement: A New Approach for Demonstrating the Worth of Your Work [Feature]

The article will explain how to use the patient experience as an easy way to measure practice function and outcomes and how to correct performance gaps.

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