When asked what made the difference they stated it was communication, communication, communication. In addition, the physician champion was the leader of the team. Furthermore, staff collaborated through monthly staff meetings, impromptu meetings, administrative meetings and clinical management meets. Also, daily huddles took for the first 15 minutes of each day with the entire staff, to discuss workflows, and admission discharge and transfers (ADT). The practice has developed a daily huddle agenda to help to keep them on task.
This practice is very patient-focused by giving patient surveys and reviewing the results each month. Changes are made accordingly to improve care. In addition, staff takes part in monthly trainings to help strengthen patient and practice team relationships. The emphasis of these trainings is to help patients feel valued. The addition of a pharmacist to the team helped make a difference in terms of medication management and patient support.
The practice maximized its use of technology by using Wellcentive to utilize active data entry, care summaries and alerts. Within the electronic health record they developed shortcuts, reminders, and reports. Patient Ping was utilized to capture their admissions, discharges and transfers. Again, the efforts were to help patients feel valued when they came to the office.
Lifetime family Care has this to offer other practices striving to increase the value of the patient experience:
· Involve everyone on the team in all practice processes
· Always work as a team,
· Develop policies as a team to ensure ownership
· Enforce your policies and don’t let them just exist on paper.
For more information regarding this story you may contact Erica Ross @ firstname.lastname@example.org