Service quality

Feb 2008 Issue
User Satisfaction With EHRs: Report of a Survey of 422 Family Physicians [Feature]

Reports on the results of the FPM survey of EHR users that was distributed in the April 2007 issue of the journal.

Nov-Dec 2006 Issue
Fixing Patients vs. Fixing Bicycles [The Last Word]

“If X then Y” rarely works when you're dealing with patients.

Mar 2006 Issue
Creating a High-Performing Clinical Team [Feature]

This article advocates the development of a coordinated clinical team within a primary care practice. Research has shown that a clinical team achieves better outcomes with patient health than individual work alone. The article encourages practices to get buy-in from all team members and to set reasonable clinical goals.

Jun 2005 Issue
Innovation in Practice: Six Ways to Harness the Power of Your Ideas [Feature]

With a clear aim, some basic innovation tools and a willingness to experiment, your team can produce some remarkable ideas.

May 2005 Issue
Beyond Charting: Using Your EHR's Data to Improve Quality [Computers]

Author describes how his residency program uses Crystal Reports to produce reports from their EMR system -- reports that have been useful in QI programs that have improved A1c, LDL and other outcome parameters.

May 2005 Issue
Improving Telephone Management in Your Practice [Feature]

The author describes how practices can evaluate whether their phone system is adequate for meeting demand and explains some process and equipment changes that might help improve performance.

Feb 2005 Issue
Practicing Without Paper Charts: One Clinic's Experience [Feature]

The article describes one clinic's experience moving from paper charts to an electronic medical record run on wireless, tablet PCs.

Feb 2005 Issue
Electronic Health Records: A User-Satisfaction Survey [Feature]

The 2005 FPM survey of user satisfaction with EHR systems; this is the survey instrument, disseminated as an article in the Feb 2005 issue.

Nov-Dec 2004 Issue
Why It's Time to Purchase an Electronic Health Record System [Feature]

The author, who led his group's EMR selection committee, describes changes in the market, in EMRs, and in health care that make this the right time for all practices to seriously consider purchasing an EMR system.

Mar 2004 Issue
When Customer Service and Patient Care Collide [Editorial]

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