Introduction to Improving the Patient Experience Series. Part 2 – March 9, 2011. Measuring the Patient Experience Tammy Fisher, MPH Director, Quality & Performance Improvement San Francisco Health Plan . Agenda . Purposes of Measurement Measurement to identify areas for improvement
Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.
Part 2 – March 9, 2011
Measuring the Patient Experience
Tammy Fisher, MPH
Director, Quality & Performance Improvement
San Francisco Health Plan
Adapted from the Institute for Healthcare Improvement Breakthrough Series College
DRepeated Uses of PDSA Cycle
Changes That Result in Improvement
Implementation of Change
Wide-Scale Tests of Change
Hunches Theories Ideas
Very Small Scale Test
Adapted from the IHI Breakthrough Series College
We would like to know what you think about your visit with Doctor X.
□ Yes, Definitely □ Yes, Somewhat, □ No
Did Dr. X listen carefully to you?
Did Dr. X explain things in a
way that was easy to understand?
Is there anything you would like to comment on further?
Thank you. We are committed to improving the care and services we provide our patients.
For this provider, there was an 89% “confidence of change” in the 13% improvement for the measure: “Doctor Spends Enough Time with the Patient”