1. University Medical Center of El Paso Neighborhood Healthcare Centers
Improving Customer Satisfaction
ACTION PLANS
April

2. CG-CAHPS QUESTION On a scale of 0 to 10,
how would you rate this provider?

3. Specific Actions Taken
Addressed level of professionalism of all staff including attire and appropriate credentials for identification.
Script how the schedulers/front desk staff present to patients the Doctors and Midlevels to build on health care team.
Instituted biweekly review of all clinic spaces to exceed professional standards.

4. Specific Actions Taken
Instituting planned care (medical home, meaningful use and chronic care model).
Have added additional professional support staff, clinical pharmacist, PT, exercise physiologist, dietitian and social worker
Increased QA expectations

5. Specific Actions Taken
Provider Focused:
Instituted electronic prescription writing.
Following model procedures and scripting during clinic visits.
Working to have recently discharged patients seen in clinic within 3 days

6. Expanded Access - locations and appointment availability
Have hired 5 Mid-level Providers, completed contracts for 7 new Physicians and extending contracts to 3 additional Physicians. Continuing to recruit new providers
Opened new sites:
Crossroads in October 2012
East on December 17, 2012
Delta Clinic on January 31, 2013
Working to extend evening hours at all sites five days a week and open on Saturdays at four sites

7. Improved System Design
Preregistration upgrade which is assisting us with decreased wait times in the lobby
Hired Triage/Immunization nurses for Ysleta, Fabens, and EAST to increase flow
Hired Phone Triage Nurses and Expanding Scheduling hours to answer phone questions in a more effective and timely manner

8. Completed and Ongoing Initiatives-NHC with Guest Services
Guest Service associate completing daily rounding of all NHC sites and submitting daily logs which are reviewed immediately by appropriate NHC staff for improved customer recovery opportunities
Clinic management team – customer service meetings weekly
Quarterly staff Customer Service trainings
Weekly clinic staff cadence meetings to review customer service initiatives

9. Thank You