Team-Tested Practices

• Sharing scheduling data with collaborative departments
• Setting boundaries to respect the other department’s needs and processes, like avoiding late-day appointments
• Writing it down and gettng consensus so everyone can follow the procedure

What can your team do to work collaboratively with a sister department to improve the patient experience? 

• Increasing training and teamwork to ensure accuracy of the data
• Working with regional subject-matter experts, and creatng a reference tool for self-review
• Conducting daily department-wide and self-audits to catch mistakes

What can your team do to build quality control into your workflow? 

• Identifying eligible members for colorectal screening
• Developing a personalized story for each patient to make it relevant
• Creating a follow-up process to ensure patients are following through with the test

What can your team do to customize your outreach to patients?

• Reaching out to patients
• Emphasizing the value of taking the colorectal screening test
• Identifying at-risk patients whenever they come into the office

What can your team do to be proactive about screening patients for cancer or other diseases? 

• Emphasizing the environmentally responsible aspect of the project to build support 
• Printing one-page instead of multi-page patient summaries
• Using time freed from printing to make calls and speak with members

What can your team do to "green" your work life? 

• Reaching out to LMP and UBT consultants for help
• Opening the lines of communication, including daily huddles
• Working the problem

What can your team do to improve communication?  What else could your team do to create a psychologically safe environment? 

• Communicating with the customer
• Addressing the customers’ complaints
• Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?

• Investing in high-tech equipment
• Reducing the use of chemicals and consumption of water
• Creating a safer workplace

 What can your team do to "green" your workplace?

• Reducing cancer IV medication waste
• Scheduling back-to-back, same-day appointments
• Using smaller vials

 What can your team do to consolidate resources and improve efficiency?

• Developing cards so patients can ask questions and raise concerns
• Collecting the cards at patient discharge, and make sure there are no unanswered questions
• Addressing the concerns to elevate service

What can your team do to listen to what your patients are telling you they want and need?