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Resources for Public Health Quality Improvement
A collection of resources to help public health leaders and practitioners apply quality improvement to programs and processes, with the ultimate goal of saving lives, cutting costs, and getting better results.
Appointment Sequence Simulation
A flow principle proven in other industries is to schedule work (i.e., appointments) in increasing order based on the consistency or variability in their durations. An Excel simulation has been developed that demonstrates this principle and the benefit of ordering the day’s work from smallest-to-largest variation (that is, schedule more predictable appointments earlier in the day).
Backlog Reduction Worksheet
The “backlog” of your practice consists of patients waiting to be scheduled or patients who have been put off into the future. Often in primary care, the list is composed of patients waiting for physicals, new patient visits, or follow-ups.
Practice Supply Worksheet
"Supply" in an office practice is the number or Full Time Equivalant (FTEs) of physicians, associate providers, RNs, MAs, LVNs, LNAs available in the practice to provide patient care.
Patient Cycle Tool
Once the team determines where the waits and delays are occurring, it can take steps to minimize the constraint or, in some cases, eliminate it. One key measure of office efficiency is the patient cycle time.
Rooming Criteria Example
Standardizing the process for rooming patients by diagnosis increases efficiency and decreases variation.
Unplanned Activity Card
One way to understand inefficient processes and interrupted flow is to identify waits and delays in the process.
Standard Room Stocking Checklist Example
Standardizing supplies and inventory leads to decreased rework, high predictability of needed supplies being present, and fewer interruptions to the flow of patient care.
True Demand Formula
The True Demand Formula is an easy-to-use tool to determine the true patient demand, both internal and external, in your office practice.
Today's Office Visit Survey Card
This four-question survey card is used to retrieve quick feedback to determine patient satisfaction for today's office visit.
A glossary for common terminology for improving access to care.
Today's Office Visit Survey Results Tally Tool
This spreadsheet tallies the results from the Today's Office Visit Survey Card.
Scripts for Appointment Scheduling
Scripts for use by front desk/receptionist staff about what to say to patients when they call for an appointment.
Script for Late Patients
Use this script when patients are late for an appointment to keep access to care under control.
Minutes Behind Graph
A "Minutes Behind" graph is a very helpful way to show graphically the effect of providers starting late/staying late, starting late/catching up, and starting on time/getting late.
Understanding Panels in Primary Care
This paper describes key issues for physician practices to consider regarding patient panel size and presents strategies for understanding how panel size drives demand, how to quantify panel size, the importance of panel equity, applying simple panel adjustments, and more.
Group Visit Starter Kit
The Group Visit Starter Kit will provide you with step-by-step instructions on how to begin running group visits with your patients.
Service Agreement (Yellow Card)
This service agreement aims to get into the work of access and flow between primary and secondary care. It is a tried and effective approach, but does require work.