The Patient Centered Clinic

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ENGAGE

Who should listen, watch, and learn?

Medical Office Assistants, Nurses, Physicians, NPs, PAs, Dentist, Lab Techs, Imaging Techs, Practice Managers, Receptionists, Social Workers and everyone who support patients in an outpatient clinic setting directly or indirectly

EDUCATE

Timely, Relevant Educational Content

Everyone's a Caregiver Patient Centered Clinic is designed to educate clinic personnel as Patient Relationship Experts in the five CG CAHPS domains:

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  • Getting Timely Access (10)
  • Responsive, Helpful Office Staff (22)
  • Physician/Provider Communication (9)
  • Care Coordination/Follow Up (5)
  • Overall Rating Physician/Provider (4)

INSPIRE

Learn How To

  • Systematically implement the 5 imperatives of exceptional patient experience
  • Improve scores to the 90th percentile
  • Educate leaders to lead motivational and positive huddles and meetings
  • Engage physicians by managing their expectations
  • Create a culture of engagement driven by frontline "super-influencers"
  • Transform caregivers from renters to owners
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Module List for PCC

GETTING TIMELY ACCESS

  • The CG CAHPS Survey and How It's Organized
  • Timely Access Questions and Why They Matter
  • Getting Appointments
  • Same Day Appointments
  • Managing Clinic Time Expectations
  • Managing Patient Time Expectations
  • Third Next Appointment
  • Reception Room Line Management
  • Reception Room Patient Communication
  • Reception Room Comfort

RESPONSIVE, HELPFUL OFFICE STAFF

  • Helpful Courteous and Respectful Office Staff Questions and Why They Matter
  • Why the Patient Experience is Important
  • Non-verbal Communication
  • "Yes, We Can" Phone Skills
  • Phone Transferring Expertise
  • Phone Mastery
  • Patient Delay Apology/Service Recovery
  • We're All Caregivers
  • What Gets Measured Gets Treasured
  • Managing Patient Expectations
  • Avoiding Expectation Failure
  • Expectations and the Mother Test
  • Consistently Manage Expectations
  • Respectful Communication
  • Mindful Listening
  • Daily Service Huddle
  • If Attitude was Contagious
  • Attitude Is Everything
  • AIDET
  • The Six-Foot-Rule
  • The "Live-it". Platinum Rule
  • Managing Up

PHYSICIAN PROVIDER COMMUNICATION

  • Provider Communication with patient Questions and Why They Matter
  • Physician Risks and Rewards of Patient Experience
  • What Patient REALLY Want
  • Patients Want Skillful Manners
  • Patients Want Skillful Listening
  • Patients Want Skillful Teaching
  • Empathy HEALS
  • Your Voice Instrument
  • Three Thoughtful Questions that Guarantee Improved CG CAHPS Scores

CARE COORDINATION/FOLLOW UP

  • Follow Upon Test Results Questions and Why They matter
  • Timely Test Results
  • Medication Education Questions and Why They Matter
  • New Medication Education Checklist
  • Medication Education Teach Back

OVERALL RATING PHYSICIAN/PROVIDER

  • Rating of the Provider Questions and Why They Matter
  • The Patient Reality Check
  • Inspiring Stories
  • Ideas Worth Quoting and Reading

Patient Centered Clinic Brochure