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Ambulatory Care Community

Elevating the patient experience in Ambulatory Care environments.

There can be unique challenges and opportunities specific to delivering exceptional experience in ambulatory care environments. Ambulatory care is care provided by health care professionals in outpatient settings without admission to a hospital or other facility. This may include physician offices and clinics, ambulatory surgery centers, hospital outpatient departments, pharmacies, labs, testing centers and dialysis centers.

The resources and connections highlighted here are intended to support members of our community working in ambulatory care environments but may also provide insights and ideas that can be applied across the continuum of care.

Ambulatory Care Resources

Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service

The challenge placed before the Martinsburg VAMC primary care leadership team was to identify targeted and effective ways to improve and sustain key Veteran experience performance metrics that feed into the VA’s national performance measurement system or S.A.I.L. (Strategic Analytics for Improvement and Learning Value).

Springfield Healthy Homes Asthma Program (SHHAP)

Asthma disproportionately affects Springfield area residents with an overall prevalence of 18% for adults compared to 11% statewide. The Springfield area was named the 2018 Asthma Capital, the most challenging place to live with asthma in the US. Springfield school children have an estimated asthma prevalence of 20%, double the national average.

Improving the Outpatient Infusion Experience with Virtual Reality

Outpatient infusion patients can be seated in the same chair for hours at a time while receiving treatment. Patient mindset and physical condition can vary, as well as the treatment environment. Virtual Reality has been shown to create an immersive experience that enables users to have modified experiences of reality, thus creating distraction from their situation.

Engaged and Empowered Staff Fuel the Ambulatory Surgery Center Patient Experience

In 2016, when CMS announced new ways to measure patient experience, our goal was to get out in front of the new requirements by taking a close look at each aspect of our patients' experience and assess our readiness to meet those requirements with people, processes and tools. Our context for change was written in the measures from the OAS-CAHPS survey: quality of communication and care by both providers and office staff, and preparations for surgery, discharge and recovery.

Optimizing Patient and Family Involvement to Support a Maturing Cancer Center

This case study focuses on a brief overview of Stanford’s Cancer Center South Bay and the Patient and Family Advisory Council (PFAC) development and strengthening through organizational alignment to enhance the patient experience.

Transforming Care in the Ambulatory Setting

CJ Merrill, Chief Patient Experience Officer at Mission Health System, shares how they took The Beryl Institute's patient experience definition one step further by focusing on their patients’ and families’ experiences in the ambulatory setting.

Experience Through a Shared Medical Appointment Model

Marianne Sumego, MD, Director, Shared Medical Appointments with Cleveland Clinic shares how Cleveland Clinic has connected patient experience, access and quality of care in our organization with a Shared Medical Appointment model.

Patient Experience and the Physician Practice

Nicole L. Cable, CPXP, Chief Experience Officer at Innovacare Health shares how all voices in the patient experience can impact service excellence and provides three ways you can improve the patient experience.

The RX is PX for Outpatient Partners

Amanda Walker, CPXP, BSN, RN, Senior Vice President, Patient Experience at Heritage Biologics, Inc., shares best practices on how to bridge the gap that exists in a patient’s healthcare journey as they transition back and forth between points of care.

It’s A Privilege: How Busy Providers Deliver Excellent Patient Experience

Gregg Heatley MD, MMM, Department of Ophthalmology, University of Wisconsin-Madison School of Medicine and Public Health, discusses how delivering a great patient experience in a busy practice is not necessarily based on time spent, but on the provider’s attitude about their work and their purpose.

"I don't want to touch peoples' faces" (and other myths about people without sight)

Curt shares candid thoughts on some "do's" and "don'ts" for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.

"We're all human here."

In this episode we find out what life is like for Lindsay after she sought care for her crippling anxiety and how she manages her mental illness in the same way anyone with a chronic illness might. Bebe Smith provides perspective on how society's perceptions of those with mental health challenges shift over time and what we should focus on when serving those seeking help.

"In those moments, I really think I'm not going to be okay"

In this series we begin to explore the life of Lindsay, a woman who spent years struggling with severe anxiety and not knowing what to do about it, or even what to call it. Also in this episode, Bebe Smith, therapist and mental health advocate, weighs in on the broader picture of current barriers for people seeking support. Join us for this glimpse into living with a mental health condition.

Running Buddies

When we think about patient and family Engagement, we usually think of it occurring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" after Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both the patient and the physician?

Just Roll With It

It's now widely understood that burnout is an epidemic among healthcare professionals, but how often do we focus our attention on non-physician clinicians to understand their reasons for burning out? Allison Chrestensen shares her personal journey as an Occupational Therapist and a PX professional focused on broadening the conversation to support all clinicians struggling with today's healthcare challenges.

Interprofessional collaboration to improve and sustain patient experience outcomes in an ambulatory setting

The objective of this initiative was to improve and sustain patient experience, as reflected in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores via Press Ganey.

Patient perception of telephone follow-up after resection for colorectal cancer: Is it time for an alternative to the out-patient clinic?

This paper aims to compare nurse-led telephone and outpatient follow-up, following surgical resection of colorectal (CRC), focusing on patient perceptions.

The perioperative patient experience of hand and wrist surgical patients: An exploratory study using patient journey mapping

Patient-centered care is becoming more important in healthcare. The success of patient-centered care can be assessed by exploring the patient experience through a patient journey map.

What are the most important dimensions of quality for addiction and mental health services from the perspective of its users?

This research focuses on identifying key domains of service experience important to patients of Addiction and Mental Health using patient focus groups.

The patient experience with shared decision-making in lung cancer: A survey of patients, significant others or care givers

A survey (via SurveyMonkey) was sent to lung cancer patients, their caregivers or significant others asking about their experience in making difficult treatment options.

Using survey results to determine if first visit orientation to the ambulatory clinic will improve the patient experience

The question the study posed was “Will providing dedicated time for a patient/family to orient to the clinic during the first appointment impact patient experience survey results?” The initial visit to the clinic is the foundation for a growing relationship between the patient/family and care team. Study results showed a slight improvement in first visit scores in six out of seven categories that were tracked and while it had not been the intent of this study to include no-show rate comparisons, notably 9 of 12 clinics experienced a decline in their no-show rate.

Exploring Health Outcomes Among Adults With Type 2 Diabetes in Primary Care Practices With and Without Care Coordination

The purpose of the current study was to assess health outcomes of type 2 diabetic patients in PCMH compared to type 2 diabetic patients served by non-PCMH.

Identifying Patient Satisfiers and Dis-Satisfiers Regarding the Diagnostic Center Experience

This research includes 87 individual patient interviews to identify the patient satisfiers and dis-satisfiers with the Diagnostic Center appointment, including their experience with the staff, the processes and the facilities.

Researching the Added Value of Behavior-Based Qualitative Experiential Data to a Survey Based Questionnaire in Establishing a Patient Experience Charter at the Walker Family Cancer Center

This paper explores how the commonalities of electronic patient experience measurement with first person narrative collection had a potentially high reliability of being a complementary process.

Engaging Patients With Effective Communication

Patients not only want to be treated by clinicians and staff who are technically competent; they also want to be engaged using effective communication which enables them to be partners in their health care.

How do you interpret data and identify tactics to impact Home Health patient experience?

We were joined by guest experts Scott Wilts PT, Rehab Manager, Allina Health and Mary Jane Fraser PT, Quality/Compliance Manager, Allina Health.

How are you partnering with community organizations to improve transitions of care?

We were joined by guest expert Janiece Gray, MHA, BSW, CPXP, CEO & Founding Partner, DTA Associates, Inc.

How are you educating staff and what training are you providing in medical practices to improve the patient experience?

This topic call discusses communication competencies, staff education on caring communication education approaches and more in regards to providing training in medical practices to improve the patient experience.

Mission Experience: Transforming Care in the Ambulatory Setting

Like many hospital systems, Mission Health has been focused on patient experience in the inpatient setting. However, as they have grown to be the sixth largest healthcare system in North Carolina and expanded their reach to include over 120 family, pediatric, OB/GYN and specialty clinics, we have become acutely aware of the importance of the human experience across the continuum of care.

Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience

This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with "Champions" from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience.

CAHPS Round-Up 2020

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Our presenters dedicate their time to understanding existing programs, updates to current programs, and new developments to advance patient care.

What Patient Experience Can Learn from the Radiology Experience

This webinar will reveal imaging journey pain points and opportunities for creating improvement based on results of recent patient experience of imaging research.

Understanding the Relational Patient Experience in Ambulatory Care through Patient Journey Mapping

How are you supporting or eroding the relationships you build with your patients? Are you defining the patient experience in a way to truly understand your patients’ needs? Hear about Dartmouth-Hitchcock’s journey to excellence and more specifically, learn the process they used to relate the patient experience through the use of patient journey mapping in the primary care setting.

A Dialogue on Improving Patient Experience throughout the Continuum of Care

This paper provides us an insight into the active and engaging community dialogue on patient experience across the continuum of care from Patient Experience Conference 2015. From clinics and practices, to the acute setting, to long-term care, an unwavering focus on the experience of patients and families remains a critical part of ensuring the best in outcomes for those we serve.

Voices of Physician Practices and Medical Groups: Exploring the State of Patient Experience

This paper reviews quantitative survey results gathered in the Institute’s 2013 patient experience benchmarking research. It then broadens an exploration of the topic with a series of interviews focused on determining proven practices, drivers of patient experience success and the roadblocks to improving the patient experience in physician practices and medical groups.

Voices of Practice: Exploring the Patient Experience in Action

This paper identifies some of the central and consistent themes we have seen through visits to 18 cities and almost 30 facilities across the United States and around the world. It highlights innovative patient experience ideas and key thoughts shared by healthcare leaders. Each section represents a central idea, how we believe it influences patient experience efforts overall and then shares a set of innovative practices that could be replicated, adopted or adapted for your own organizations.

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