Help Video
How to Find UBT Basics on the LMP Website
LMP Website Overview
How to Find How-To Guides
This short animated video explains how to find and use our powerful how-to guides
How to Find and Use Team-Tested Practices
Does your team want to improve service? Or clinical quality? If you don't know where to start, check out the team-tested practices on the LMP website. This short video shows you how.
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Patients appreciate being kept up to date about wait times
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?
