1. Capturing the Patient Experience at the Point Of Care UW Department of Family Medicine Wingra Clinic Terri Carufel-Wert RN, BSN, MHA, Kirsten Rindfleisch MD, and Beth Potter MD

2. Background Problem: Low patient returns from Avatar paper survey’s Physician Compensation based on 3 survey questions Data only comes every 3 months Too small of a sample size to affect change Avatar Survey’s distributed vs returned January 2014-December 2014

3. Current State & Specific Aim Current State: –Return rate was approximately 13% for one year –Residents were not receiving patient feedback about care provided –Too small of a sample size to implement change or understand if there was a problem with the services provided –Wingra’s faculty had a quality bonus add to their compensation based on three Avatar questions Specific Aim Statement: Wingra will increase the number of completed patient surveys regarding service satisfaction from 20-40 completed Avatar surveys to >300 completed point-of-care iPad survey in 12 weeks.

4. Root Causes of the Problem Avatar survey was difficult for Wingra patients to complete –Too long or too many pages to complete –Higher literacy level (not at a 5 th grade reading level) –Randomly sent to patients 2-3 weeks after visit –Only available in English (26% of our patients speak Spanish) –Patients would not open survey because they thought it was a bill

5. Change Ideas Idea: Develop a point-of-care survey application to be displayed on an iPad Takes <30 seconds to complete Customizable to ask different questions Available in English and Spanish with the potential to add other languages Lower literacy level Different methods (yes/no, happy faces, slide bar) to answer questions

6. Concept

7. Solution Utilize iPads for input devices Create a custom tool that uses an “app” for customer interaction and a web-based “application” for data collection and analysis by clinic staff Utilize LEAN development methodology using IOS and Ruby on Rails for rapid prototyping and deployment

8. Demonstration

9. Results Two iPads were placed on kiosks at check-out Two iPads were on the check-out desk First week over 50 survey’s completed To date over 700 survey’s completed Patients comment on how easy it is to use iPad Survey Results January 1, 2014 through December 31, 2014 Strongly AgreeAgreeNeutralDisagreeStrongly Disagree Appt was available when needed?0720030 Did you see BHC today?08506380 Was transportation a concern ?04306800 My doctor explained my illness in a way that I understood.69811038 My doctor showed concern and sensitvity to my needs?685271010 The staff in the doctor's office is always friendly and helpful.69320208 I would recommend this doctor to my friends and family.69220209 My doctor listened carefully to my questions and concerns68032308

10. Results (from website)

11. Next Steps Develop software 2.0 –Add ability to type comments –Ability to link to a specific patient to compare results at point-of-care vs 2-3 weeks later survey –Add more functionality to database for reports Expansion to other clinics

12. Questions?

13. Please evaluate this session at: stfm.org/sessionevaluation