Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center

NYC Health + Hospitals / Gouverneur serves more patients than any other diagnostic and treatment center in New York State. As part of the NYC Health + Hospitals public health care system, which serves 1.4 million patients and is the largest municipal health care delivery system in the United States,...

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Autores principales:	Kenneth Feldman, Molly Lopez, Morris Gagliardi
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2015
Materias:	patient experience patient-centered care patient satisfaction staff training staff skills urgent needs process improvements Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/fe6cb346467a494dafc5ae14bcb86e99
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spelling	oai:doaj.org-article:fe6cb346467a494dafc5ae14bcb86e992021-11-15T04:21:32ZUsing a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center2372-0247https://doaj.org/article/fe6cb346467a494dafc5ae14bcb86e992015-11-01T00:00:00Zhttps://pxjournal.org/journal/vol2/iss2/14https://doaj.org/toc/2372-0247NYC Health + Hospitals / Gouverneur serves more patients than any other diagnostic and treatment center in New York State. As part of the NYC Health + Hospitals public health care system, which serves 1.4 million patients and is the largest municipal health care delivery system in the United States, Gouverneur strives to serve the needs of both scheduled and unscheduled patients. Within Gouverneur, the Women’s Health department treats approximately 1,600 patients per month through approximately 2,100 visits. In September 2014, Gouverneur’s Women’s Health department launched a weeklong process improvement initiative known as a Rapid Improvement Event (RIE). Structured through Breakthrough, the RIE focused on improving the process of serving urgent needs patients, including those that arrive without an appointment or miss their appointment time, or those who call with an urgent issue. As the team examined problems faced by urgent needs patients – including the amount of time required to complete a visit, and barriers to having an appointment scheduled the same day with a provider – they discovered that the root of many issues was simply variability in how staff members approached the unexpected patient. To solve the issues in a low-cost, sustainable way, the team set to work designing staff trainings to enhance staff skills and improve the experiences of urgent and unscheduled patients. As a result, staff members were better able to support the needs of patients with urgent needs, ultimately improving the patient experience.Kenneth FeldmanMolly LopezMorris GagliardiThe Beryl Institutearticlepatient experiencepatient-centered carepatient satisfactionstaff trainingstaff skillsurgent needsprocess improvementsMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2015)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience patient-centered care patient satisfaction staff training staff skills urgent needs process improvements Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience patient-centered care patient satisfaction staff training staff skills urgent needs process improvements Medicine (General) R5-920 Public aspects of medicine RA1-1270 Kenneth Feldman Molly Lopez Morris Gagliardi Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
description	NYC Health + Hospitals / Gouverneur serves more patients than any other diagnostic and treatment center in New York State. As part of the NYC Health + Hospitals public health care system, which serves 1.4 million patients and is the largest municipal health care delivery system in the United States, Gouverneur strives to serve the needs of both scheduled and unscheduled patients. Within Gouverneur, the Women’s Health department treats approximately 1,600 patients per month through approximately 2,100 visits. In September 2014, Gouverneur’s Women’s Health department launched a weeklong process improvement initiative known as a Rapid Improvement Event (RIE). Structured through Breakthrough, the RIE focused on improving the process of serving urgent needs patients, including those that arrive without an appointment or miss their appointment time, or those who call with an urgent issue. As the team examined problems faced by urgent needs patients – including the amount of time required to complete a visit, and barriers to having an appointment scheduled the same day with a provider – they discovered that the root of many issues was simply variability in how staff members approached the unexpected patient. To solve the issues in a low-cost, sustainable way, the team set to work designing staff trainings to enhance staff skills and improve the experiences of urgent and unscheduled patients. As a result, staff members were better able to support the needs of patients with urgent needs, ultimately improving the patient experience.
format	article
author	Kenneth Feldman Molly Lopez Morris Gagliardi
author_facet	Kenneth Feldman Molly Lopez Morris Gagliardi
author_sort	Kenneth Feldman
title	Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
title_short	Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
title_full	Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
title_fullStr	Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
title_full_unstemmed	Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
title_sort	using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center
publisher	The Beryl Institute
publishDate	2015
url	https://doaj.org/article/fe6cb346467a494dafc5ae14bcb86e99
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Using a process improvement tool to improve staff skills & enhance the urgent needs patient experience in a women’s health center

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