Staff Buddies Up to Inform Patients of Delays

Two Fontana Medical Center clinics set a goal to improve patient satisfaction scores by informing patients of waiting room delays. Before the clinics open each day, team members buddy up in groups of two. Buddies communicate about how the clinics’ schedules are progressing and find out from medical assistants and nurses whether any providers are running behind. The waiting room buddies deliver information to patients, being as specific as possible. Positive patient responses for staff communications increased 17 percent for the department in three months.

Here's What Worked

• Huddling before the clinics open for the day to determine who will buddy up in groups of two.
• Spending the day communicating with each other how the clinics’ schedules are progressing and finding out from medical assistants and nurses whether any providers are running behind.
• Delivering information to patients on waiting room delays that is as specific as possible.

What can your team do to communicate better with each other and patients? What else could your team do to make the day go smoothly?