Philpot Lindsey M, Khokhar Bushra A, DeZutter Meredith A, Loftus Conor G, Stehr Heidi I, Ramar Priya, Madson Lukas P, Ebbert Jon O
Mayo Clinic Robert D. and Patricia E. Kern Center for the Science of Health Care Delivery, Rochester, MN.
Department of Medicine, Mayo Clinic College of Medicine, Rochester, MN.
Mayo Clin Proc Innov Qual Outcomes. 2019 Sep 24;3(4):466-475. doi: 10.1016/j.mayocpiqo.2019.07.004. eCollection 2019 Dec.
To use a mixed methods approach to focus quality improvement efforts to enhance patient experience through human-centered design.
A mixed method approach began with returned Press Ganey Medical Practice Surveys from a large, multidisciplinary, outpatient medicine practice from July 1, 2016, through June 30, 2017, using correlation and gap analysis. The second phase deployed human-centered design approaches to process map patient journeys and generate opportunities for care improvement and to generate a theoretical framework for designing optimal care experiences.
Our outpatient medical practices have the greatest ability to improve patient experience scores by focusing on how care teams deliver and educate patients on medications, instructions for follow-up care, and explanations about problems or conditions. By leveraging communication, the expertise of our care team members, and connection between patients and care team members, we can employ a variety of observed opportunities to enhance patient experience. Specific opportunities include leveraging tools in the electronic health record, fostering connection through empathy between patients and members of the care team, and capitalizing on the expertise of nurses on the care team.
A mixed methods approach to the analysis and observation of clinical care and business operations allows for the detection of opportunities with the highest potential impact for improvement when resources are constrained.
采用混合方法聚焦质量改进工作，通过以人为本的设计提升患者体验。
采用混合方法，从2016年7月1日至2017年6月30日，对一家大型多学科门诊医疗实践机构返回的Press Ganey医疗实践调查问卷进行相关性和差距分析。第二阶段采用以人为本的设计方法绘制患者就医流程，找出改善护理的机会，并生成设计最佳护理体验的理论框架。
我们的门诊医疗实践机构通过关注护理团队如何为患者提供药物治疗、后续护理指导以及对问题或病情的解释，最有能力提高患者体验评分。通过利用沟通、护理团队成员的专业知识以及患者与护理团队成员之间的联系，我们可以利用各种观察到的机会来提升患者体验。具体机会包括利用电子健康记录中的工具，通过患者与护理团队成员之间的同理心培养联系，以及利用护理团队中护士的专业知识。
对临床护理和业务运营进行分析和观察的混合方法，能够在资源有限的情况下发现具有最高潜在改进影响的机会。
