Programs
Improving Patient Experience Program Area
Program Resources

Featured Resources

Audience Item Description
All CQC Guide to Improving The Patient Experience (DOC | PDF) Nine proven changes for the practice and the physician group to improve patient experience ratings
All Improving Patient Experience (Video, low resolution) Includes physician testimonials on the effect changes had on their practice and work life. High resolution version available for $15: email ggiuliani@pbgh.org
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Access

Audience Item Description
Managers Implementing Advanced Access: Overview (DOC) Summary for groups considering Advanced Access
Managers Advanced Access
Supply-Demand Tool (XLS)		 Excel spreadsheet to quantify and match supply and demand
Managers Advanced Access
Weekly Demand Counter (XLS)		 Excel spreadsheet to measure demand by type, by physician, and by day of the week
Managers Instructions for Measuring Third
Next Appointment (3NA) (DOC)		 How (and why) to measure 3NA
Managers Instructions for Graphing Third
Next Appointment (3NA) (DOC)		 Using Excel to graph access over time, by physician or practice
Managers Access Tip Sheet for Physicians and Office Staff (DOC) Tips for improving access if you aren’t yet committed to Advanced Access
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Care Coordination

Audience Item Description
Managers Care Coordination in the Outpatient Setting (PPT) Examples of ways to improve care coordination in four areas: lab result reporting, after hours care, referrals and medication reconciliation
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Doctor/Staff-Patient Communication

Audience Item Description
Clinicians Clinician Skills Table (DOC) Table identifying specific skills clinicians can adopt to improve ratings on common patient surveys
Clinicians Tips for Communicating with Patients (PDF) Resource from the Communication Training Group providing twenty communication tips related to the 4 E's (Engage, Educate, Enlist, Empathy)
Clinicians Kaiser: Four Habits Model (DOC) Four Habits of Highly Effective Doctors: Key Changes in an index card format
Clinicians First Impressions Checklist (PPT) Checklist for anyone working with patients
Clinicians Patient Agenda Form (DOC) Form for the patient to complete prior to their visit to assist with establishing a shared agenda with their practitioner
Clinicians Article: Communication Practices of Physicians With High Patient-Satisfaction Ratings (PDF) Specific practices that distinguish effective communicators on the basis of measured performance
Physician Group Leaders Article: Does Doctor-Patient Communication Affect Patient Satisfaction in Hospital Care? (PDF) Article by Sarah L. Clever, Lei Jin, Wendy Levinson, and David O. Meltzer
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Surveys and Measurement

Audience Item Description
Clinicians Teamwork Assessment Exercise (DOC) Survey to help clinicians and staff assess level of teamwork among practice staff
Clinicians Primary Care Practice Survey (DOC) A sample survey to assess satisfaction of clinicians and staff at the practice site
All Short-Form Patient Assessment Survey (PAS)
 
PAS website		 A shortened form of the California Cooperative Healthcare Reporting Initiative (CCHRI) Patient Assessment Survey (PAS)
 
Link to the PAS website, where you can find the most current full-length survey instruments.
All Survey Options for Obtaining Patient Feedback A summary table of survey vendors most often used by medical groups in California
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General Resources

Audience Item Description
All Patient Experience Workflow (JPG) Diagram illustrating aspects of the patient experience
All The CAHPS Improvement Guide National how-to guide on improving the patient experience
All Institute for Healthcare Communication Workshops, individual coaching, and train the trainer courses for clinicians and healthcare workers on improving communication
All The Green Book, Clinical Microsystems Manuals for practice redesign, from the Dartmouth Microsystems team
All The Kalamazoo Consensus Statement Article that outlines evidence-based, essential elements of effective physician-patient communication and necessary skill competencies
All The Institute for Healthcare Improvement National organization offering improvement programs and resources
All The Commonwealth Fund Private foundation that aims to promote a high performing health care system by supporting independent research on health care issues and making grants to improve health care practice and policy. Browse articles and resources
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