Institute for Healthcare Improvement: Describe and Document the New Delivery System Design

Tips

Conduct a walk-through of your own facility as well as other facilities.
Use patient surveys and focus groups to solicit information about gaps in service.
Use results of patient satisfaction surveys to understand gaps in service and plan changes.
Implement and evaluate one small change before attempting others.
Hard-wire these changes into the system, making it difficult to return to the old design.
Identify and standardize units of service for all providers (e.g., time or service for case manager).
Ensure that changes to orientation plans and policies and procedures are documented.
Use monthly staff meetings and periodic emails to update staff.
Use annual updates on patients and providers to assess effectiveness of delivery system.

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