Make sure the topic gets discussed by putting it on the agenda as a standing item. Ask staff for their feedback about how it's working, and what they hear from patients about how it's working.
Make a survey, in print or online, using a free service such as SurveyMonkey(www.surveymonkey.com). Ask patients about success measures that are important to them: timeliness of responses, effectiveness of the communications.
As a team, identify areas that need improvement, and create a plan to address them. The most important parts of the plan, and questions to answer, are:
Difficulty: Easy; needs ongoing support
Outcome: Information about how to improve the service
Time to Complete: Ongoing
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