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  • Coordinating transport times with other departments, and ensuring labs and meds are ready
  • Ordering new, wider and more accessible chairs to make it easier to move patients
  • Creating a new and dedicated transporter position to faciliate trips

What can your team do to work effectively with other teams? What else could your team do to better understand patients' needs? 

 

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  • Communicating with the team
  • Asking how the team prefers to communicate or meet
  • Allowing team members to earn rewards for attendance

What can your team do to improve communication among its members? 

 

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  • Pairing a nurse with a buddy to help with patient response
  • Designating backups to the buddies
  • Communicating with the appropriate nurse the patient’s needs

What can your team do to allocate staff time and attention effectively and strategically? 

 

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  • Correcting wrong numbers in the Patient Member Handbook
  • Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
  • Wearing wireless headsets to take calls remotely

What can your team do to look at its work through the eyes of the patient? 

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  • Standardizing pain medication schedules, and include follow-up calls after discharge
  • Reassessing patient and communicating with her when next med is scheduled
  • Reinforcing the idea that “every patient is my patient” and have "no-pass" policy

What can your team do to to put the patient at the center? 

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  • Including Mrs. Dash seasoning packets with meals
  • Writing scripts for personnel to educate patients
  • Getting informed on all diet options

What can your team do to look at a hospital stay through the eyes of a patient? 

 

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  • Identifying eligible members for colorectal screening
  • Developing a personalized story for each patient to make it relevant
  • Creating a follow-up process to ensure patients are following through with the test

What can your team do to customize your outreach to patients?

 

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  • Communicating with the customer
  • Addressing the customers’ complaints
  • Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?

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  • Reducing cancer IV medication waste
  • Scheduling back-to-back, same-day appointments
  • Using smaller vials

 What can your team do to consolidate resources and improve efficiency?

 

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  • Developing cards so patients can ask questions and raise concerns
  • Collecting the cards at patient discharge, and make sure there are no unanswered questions
  • Addressing the concerns to elevate service

What can your team do to listen to what your patients are telling you they want and need?

 

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