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It’s All in the Anticipation! While looking unprepared and disorganized looks awful to patients, being unprepared and disorganized doesn’t feel good to clinic staff either. With a little organization and a lot of communication, a provider and his/her patient care team can put an end to those “surprises” that always seem to catch them off guard. |
Rancho Los Amigos Progress Note
Here's a progress note that can be used in either a paper record or electronic medical record. Although it was designed for patients with spinal cord injuries, it can be easily adapted for more generic use.
Chart Prep Tool
Wouldn’t it be nice to be thoroughly prepared for a patient’s appointment before they even set foot in your clinic? Chart preparation can help you (big time!) if it’s done well. Check out this useful tool for preparing patient charts and modify it to fit your own needs.
QuickStart Tool
If you want to be successful at finding hidden capacity, you must stop the bleed of appointment slots at the start of each session as everyone waits for everyone else to do something before they begin with patients. Use this tool to document and monitor how well you are doing at getting off to a “QuickStart” every clinic session.
No-Show Playbook
A play is a set of tactical moves a team can try during specific situations to achieve different results--in this playbook, it's about reducing no show rates. Here are a bunch of things you can try.
RRT ToolKit
Use the forms in this ToolKit to help you prepare for and track results during Rapid Redesign Tests (RRTs)—clinic sessions when you test your new patient visit process.
CueCard for Coaching RRTs
Every redesign team needs a coach to help it realize the full potential of Patient Visit Redesign. A manager with great people and training skills can best fill this role. This CueCard aids the coach during an RRT. |
The Patient Care Team Huddle 1, 2, 3 Hut, Hut! Can you imagine a football team that didn’t huddle before a big play? No way! So why do we as providers and care teams take to the clinic floor without a quick check in with each other? Read on to learn how the Patient Care Team Huddle can help you take control of your day! Read more >
The Saga of the “Phone Nurse” A nurse working the phones at a busy health center realizes that by answering her phone line “live,” she is able to serve her patients quicker and free up her time to see patients face-to-face in the clinic. Here is her story... Read more >
“Googling” for Success Google, the company – not the internet search engine, has just completed a study about what makes an effective manager. If they can figure this out, they reason, they can train and develop managers who will sustain Google’s success well into the future. Google is a stupendously successful company from any perspective, and it is enormously capable in attracting and retaining young, bright, well-educated talent. Read more >
Performance Dashboards These are powerful tools that provide a snapshot of key data and show everyone in the organization the success or failure of their efforts in meeting goals. Read more >
What Patients Want What do patients want? They want to be seen at a time they choose—often the same day they call—and by their own provider. Impossible, you say? Not really. Patient Centered Scheduling has the answers. Read more >
Those Darn No-Shows Patients who don't show up for their scheduled appointments wreak havoc with a clinic day and take up valuable appointment slots that could be used for other patients. Here's how one clinic reduced their no-shows pretty easily. Read more >
Turning Knowledge into Know-How A recent New York Times article titled "Knowledge is Power Only If You Know How to Use It" explores research on how knowledge can be turned into power. Read more >
Amp up Patient Access There is no healthcare without access to healthcare. High no-show rates mean many empty slots during the clinic day, which translates to fewer patients receiving care. Having a patient reminder-call process can dramatically affect no-show rates. Read more >
When You Are the Coach: Coaching Rapid Redesign Tests Patient Visit Redesign™ lends itself to a strong coaching role. Learn techniques for turning your passion for changing the patient experience into a reality. Read more >
Simplified Patient Scheduling Simplified Patient Scheduling (SPS), by making it easier for patients to get appointments when they want them, reduces no-show rates, increases productivity, enhances continuity, and improves patient satisfaction. Read more >
Broken Windows What's a broken window? It's a seemingly insignificant problem that, left unanswered, creates the impression that no one cares and anything will be tolerated. Do we have broken windows in health care? You bet! Read more >
A Walkie-Talkie Primer
Two-way radios are tools that enhance tight teamwork by fostering direct communication among team members. See how to use these indispensable communication devices.
Foiling Resistance Health care is full of people who care about patients, enjoy their work, and hate change. Here's some sage advice for helping people overcome resistance to change. Read more >
In-Room Dictation: How One Change Can Have a Big Effect Dictating your medical note in the exam room in front of patients saves time and reduces errors—and most patients love it. Read more >
Lessons in Leadership from Lincoln Hospital Marcy Pressman of Lincoln Hospital in New York City, writes with humor and honesty about how she has redesigned the way she manages after being influenced by Patient Visit Redesign™. Read more >
The Principles of Redesign™ The Principles of Redesign™ were developed by Coleman Associates by asking the question, “If we look at the most successful redesign models to date, do they share common characteristics?” Read more >
Principles of Redesign™—Part Two Since 1998 the Principles have helped teams develop powerful patient visit models. Previously, we discussed six "blockbuster" principles that are used in all successful redesigns. The "other" six, when applied diligently, also ensure very sleek patient visit experiences. Read more >
The Advanced Model While the Principles of Redesign™ provide a framework for redesign models, Advanced Model thinking provides additional rich detail for putting these models into play in real clinic settings. Are you itching for change, and want some good ideas? Read more >
A Carrot A Day: Reward to Retain the Best Staff A key reason why people leave their jobs is that they don't feel appreciated. Effective recognition requires a focused and thoughtful strategy. Try this ten-week plan and see what a difference you can make. Read more >
Football Lessons for Patient Visit Redesign™ What does Patient Visit Redesign™ have to do with football? Coach Leach's innovative methods show that "plays" aren't just for sports. Read more >
When In Doubt, Run! This article show that with the right attitude and methods, it's possible to coax amazing performance out of very ordinary people. Read more >
Getting to "Yes": Heal Thyself Conflicts impede quality patient care and create unpleasant work environments. Focusing on issues, concerns, and facts leads to solutions where everyone wins. Read more >
Don't Fear Conflict Crucial Confrontations is replete with strategies to ensure you'll never have to walk away from conflict again. Read carefully, this book can be life-changing. Read more >
Urgency & Diligence Diligence (“the relentless and all-encompassing attention to a thousand details that add up to a very dramatic achievement”) and urgency (a sense of immediacy that’s directed with purpose) are two traits that when coupled, become a powerful force for change.
Setting Goals for Redesign in Seven Steps Fearing accountability and Failure, health care managers may be reluctant to set meaningful goals. Here are seven simple ways for leaders to be more effective. |
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