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Create Readiness
Time to Complete: 1 month
Difficulty: Easy
Outcome: A practice ready for patient input and quality improvement
Steps
Think about your own readiness
Points to consider:
- Does the practice culture already embrace quality improvement (QI)? If not, will you take steps to make it so -- such as discussing QI at staff meetings and adding QI to the culture statement and practice values -- before assessment of patient satisfaction begins? If you don't advocate QI, others may resist change when patient feedback indicates the need.
- Are you ready to accept and model change yourself? For example, if patient feedback shows the phones aren't always answered courteously, will you work with staff to establish a "service standard" for answering the phones -- and then strive to meet that standard whenever you answer the phone?
- When patient feedback is positive, will you celebrate the achievement with staff?
- How much money can your practice afford to invest in assessing patient satisfaction?
Get staff involved
- Hold a staff discussion about assessing patient satisfaction and improving quality, to get everyone on board. These talking points may help you plan the discussion (2-page Word document; About Downloading Files), or create your own talking points. While you talk, you might show this slide set (26-slide PowerPoint; About Downloading Files) or another one you create.
- Consider showing the AAFP video "Model for Improvement" to educate staff about quality improvement.
- Let staff know you'll soon establish the patient satisfaction project team.
What You Will Need
- Decision-making authority
- Time for reflection
- Time for a staff meeting
- A computer with a large screen and Internet access
Resources
Use these talking points (2-page Word document; About Downloading Files) to help you prepare for the discussion with staff.
While you talk, consider showing this slide set (26-slide PowerPoint; About Downloading Files) or another one you create.
The AAFP video "Model for Improvement" can help you educate staff about quality improvement.
While you talk, consider showing this slide set (26-slide PowerPoint; About Downloading Files) or another one you create.
The AAFP video "Model for Improvement" can help you educate staff about quality improvement.
Where to Go for Help
The patient satisfaction articles in Family Practice Management's "Patient-Centered Care" collection are good background reading.
TransforMED's article "Making Meetings Effective" has ideas for running a good staff meeting.
Join a free collaborative online network committed to practice transformation. Learn more about Delta-Exchange.
This Patient-Centered Medical Home section of the AAFP web site was supported in part by a grant from Merck & Co.
This Patient-Centered Medical Home section of the AAFP web site was supported in part by a grant from Merck & Co.
Use Patient Satisfaction Data to Improve
