This composite measures the service patients receive from the clinical and administrative support in their doctor’s office.  The survey asks patients the following questions:

In the last 12 months, how often were office staff at your personal doctor's office…

  • As helpful as you thought they should be?
  • Treat you with courtesy and respect?

Resources

Baldrige National Quality Program  The Baldrige Award is given by the President of the United States to businesses—manufacturing and service, small and large—and to education, health care and nonprofit organizations that apply and are judged to be outstanding in seven areas: leadership; strategic planning; customer and market focus; measurement, analysis, and knowledge management; workforce focus; process management; and results.

CARE Model  The CARE model (Courtesy, Attention, Respect, Environment) is designed to enable front line staff to showcase the three elements most critical to the excellent encounter and to the consistent delivery of quality - trust, credibility, rapport.

Comment Card A useful tool that can be used by practices to gain feedback from the patients.

Patient Guide for a “Medical Home” Physician Practice  This useful guide offers suggestions and guidelines for creating your own patient guide. It includes suggestions of what to include in your guide as well as offering a sample for reference.

Patient Perception of Care Assessment  This tool, in relation to the CARE model, provides an opportunity for patients to assess their experience of care.

Practice Walk-Through  Performing a practice walk-through is an effective way of recreating for staff the emotional and physical experiences of being a patient or family member. Walk-throughs provide a different perspective and bring to light rules and procedures that may have outlived their usefulness.
     Practice Walk-Through Form

Recommendations for Managing Challenging Situations  These recommendations offer ways to deal with challenging situations in a empathetic, positive way.

Training

Office Staff Training and Consulting Program consists of three stages:

 

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