A health system gathers patient feedback through multiple channels and uses this feedback to develop patient-centered initiatives to improve customer service, leading to a significant increase in patient satisfaction and top-decile performance on measures relating to overall hospital quality and willingness to recommend the organization.
Provider training and education enhances access to oral health screening and fluoride applications for low-income and uninsured children.
A sexually transmitted infections clinic uses a triage system to identify patients eligible for a testing-only “express visit,” leading to reduced waiting times for patients and enhanced throughput for the clinic.
The Center for African American Health Focus on Diabetes project offered a culturally competent diabetes self-management course and related services to people with or at risk for diabetes and their caregivers.
A chronic care coordination program employs coordinators to provide telephone-based support to recently discharged patients and other high-risk enrollees, leading to fewer hospitalizations and emergency department visits and lower costs.
A series of home visits conducted by nurses to low-income, first-time mothers during pregnancy and throughout the child's first 2 years of life leads to improved outcomes and lower costs.
A solo family practitioner provides 24-hour-a-day, 7-day-a-week access to care for her patients through liberal use of “virtual” or e-mail visits, telephone calls, same-day appointments, and extended office visits.
The Salud Mobile Outreach Program provides medical and dental care, referrals, and patient education, primarily in rural areas, to Mexican immigrants, many of whom are poor, uninsured, and monolingual with limited education.
Using culturally competent and respectful methods of recruitment and advocacy, the Native Sisters program uses lay health advisers to provide American Indian women living in urban areas with breast cancer education, advocacy, and support, leading to enhanced access to screening services.
Exempla Lutheran Medical Center used principles adopted from the Lean method of the Toyota Production System to improve patient safety and the overall functioning of the operating room by reducing foot traffic into and out of the surgical suite.