Customer Service

Supported by​

First Consulting Group

The Lucille and David Packard Foundation

Arthur Vining Davis Foundations

VHA, Inc.

VHA Upper Midwest, Inc.

Improvement Areas

The Model of Idealized Design of Clinical Office Practices (IDCOP) has evolved to focus on Four Themes for change as key to the design:
ACCESS    Patients have unlimited access to the care and information they need, when they need it.
     Measures of Success:
         • Third next available appointment
         • Future capacity: total open appointment time over the next four weeks
         • Patient ratings of satisfaction with access to care
         • Measures of process delays
INTERACTION   Interaction between the patient and care team is deep and personal. The care team has “memory” of the patient.
     Measures of Success:
         • Patient ratings of quality interactions( visit and non-visit)
         • Use of shared decision making models
         • Patient/Provider match
RELIABILITY    The system exhibits high reliability in that it provides all and only the care known to be effective.
     Measures of Success:
         • Patient ratings of coordination of care
         • Disease- specific health outcomes
         • Use of accepted protocols
         • Hospitalization rates
VITALITY     The practice has vitality: a happy staff, a spirit of innovation, and financial viability.
     Measures of Success:
         • Proportion of work that is innovative 
         • New patient visits
         • Staff morale
         • Operating margin