1. December 2 Community Learning Session
Mount Auburn Professional Services Practice Improvement Project 1 Primary Care Center
December 2
Community Learning Session

2. Team Members
Dr. William Beckett
Carrie Chan-Administrative Assistant
Ella Harmon-Clinical Assistant
Laura Mahoney-Practice Manager

3. 3
What did we work on?
We wanted to improve IFOB return rates from 33% to 75%.
Our test idea was to:
Demo the kit before patient leaves and note dispense in EMR
Call patient in 2 weeks if kit not returned
Send letter to patient home if kit not returned in 3 weeks 3

4. 4
What we found
Our tests showed we did get a bump in return rates, but not as much as we hoped. (33% to 50%)
So we need to test some other ideas. 4

5. Gathering new test ideas from patients – the most underutilized resource
Partner with patients to
Understand what the barriers are
Together with patients come up with solutions to barriers
How?....Ask and listen 5

6. Engaging Patients in Improvement
Script to lay the groundwork –
We'd like to ask you for a favor.  We are trying to figure out ways to have patients do the stool test and return it to our office 100% of the time,  and it would be really helpful if you tell us what you really think, and not what you think we want to hear! Your answers would be really useful and we appreciate your help.
Questions to ask patients
“How likely are you going to complete this test?”
“What stops you from doing the test & returning it to the office?”
and
“What could we say or do that would make you more likely to complete and return the test? ” 6

7. Patient Responses Why patients do not return IFOB?
Listed are obstacles that patients listed:
Just don’t want to do it
Don’t have the time for that
Just forget
It’s nasty (the fact that you have to play with your poop)
Postage cost
No return address (MAs self-address the return packet)