Stop the Press: Hoke County Has Reached Higher Elevation in Primary Care

Summary

Impact Statement: 
This medium-sized health department tackled the unacceptable wait time in its Primary Care Clinics. The wait time averaged 1.5 hours for new patients and 30–45 minutes for returning patients. The QI team members observed how people are processed through the stations and identified improvement opportunities that would lead to seeing increased numbers of patients, such as more consistent messages and handling of processes, smoother flow through improved efficiencies, reducing appointment reminder letter volume, and reducing employee wait time to receive medical records. QI activities included a multi-staff Gemba walk with patients to document waste. Approximately 22 employees and 100 patients participated in the project. The project successfully decreased patient wait time, decreased staff wait time to access medical records, and increased patient and staff satisfaction.
Summary: 
The QI project helped to improve the following: • More consistent messages and handling of patients • Smoother flow through improved efficiencies • Reducing appointment reminder letter volume • Reducing employee wait time to receive medical records to increase the number of patients seen
Organization that conducted the QI initiative: 
HCHD
Citation: 

Little, U. Public Health Quality Improvement Exchange. Stop the Press: Hoke County Has Reached Higher Elevation in Primary Care. Wed, 10/11/2017 - 12:37. Available at https://www.phqix.org/content/stop-press-hoke-county-has-reached-higher-elevation-primary-care. Accessed August 19, 2018.

Submission Status: 
Completed
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Link to the resource where this submission is also published: 
http://www.centerforpublichealthquality.org/index.php/theqitoolbox/qi-project-profile-tool