A community cancer center identifies all patients hospitalized due to chemotherapy-related toxicity and enters data on such patients into a toxicity registry; analysis of registry data has stimulated quality improvement initiatives that have reduced admissions of nondiabetic multiple myeloma patients due to hyperglycemia and reduced the risk of treatment-related diarrhea in colorectal cancer patients.
Sharp HealthCare incorporates a number of mechanisms to encourage employee engagement in patient service improvements, leading to higher patient satisfaction, perception of higher quality in the community,
A Medicare Advantage plan uses employed “extensivists” who perform traditional hospitalist functions for a smaller-than-average caseload of patients, and then continue to follow and care for these patients after discharge until their condition becomes stabilized, leading to low length of stay and fewer readmissions.
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.
A statewide program in North Carolina promotes early initiation of evidence-based heart attack treatment through collaboration with trained paramedics and partnerships between and within hospitals, leading to earlier initiation of therapy and faster transfer of patients.
On-call, pediatric intensive care unit attending physicians consult with onsite clinicians and patient/family members from their homes via audiovisual technology that allows real-time communication, leading to improved quality and timeliness of care and high levels of patient/family satisfaction.
Peer specialists and decision support aids help mental health clients identify preferences about their treatment and communicate these preferences to clinicians during consultations, leading to frequent use of shared decisionmaking, more effective and efficient visits, and high levels of client satisfaction.
A three-tiered system consisting of unit-level support, access to trained peer supporters, and referral to formal counseling services provides emotional support to health care professionals involved in an adverse event, leading to positive anecdotal feedback from these professionals.
A hospital-based telephone triage system allows patients to describe their symptoms to a nurse, who uses an algorithm to assess acuity and determine the best setting for treatment, leading to reductions in emergency department patient volumes, wait times, average length of stay, and walkouts.
Popup, color-coded alerts within an electronic health record moderately improve adherence to established guidelines in primary care practices serving pediatric patients with asthma.