Patient Satisfaction at a Rural Walk-In Clinic: A Quality Improvement Project

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Pluim, Nicole
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2021-05-14
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Purpose: The purpose of this quality improvement project was to implement and utilize a new patient satisfaction survey process to gather information about patient experiences at a rural walk-in clinic. Areas of improvement were identified, and a process change was implemented to improve the workflow, ultimately improving quality of care to patients.|Background: Surveys have been utilized in the inpatient setting to measure quality of care based on patient satisfaction. In 2010, the Clinician and Group Hospital Consumer Assessment of Health Care Providers and Systems (CG-CAHPS) were developed to be more specific to the outpatient setting (Agency for Healthcare Research and Quality [AHRQ], 2020). CG-CAHPS are being used in primary care clinics as a way of reimbursement, but little research has been done on the impact of surveys and reimbursement in acute care settings such as walk-in clinics and urgent cares.|Sample/Setting: The setting was at a newly opened rural walk-in clinic in Northwest Iowa. All patients who were seen at the clinic during a three-week timeframe were offered to complete a survey.|Methods: The Plan-Do-Study-Act (PDSA) framework was utilized in two phases that applied steps in the PDSA cycle. An internally developed survey was distributed and collected. Data was analyzed using qualitative and descriptive statistics.|Results: Data analysis included change in patient satisfaction scores after implementation of a receptionist at the clinic. Discussion related to results includes implications of patient satisfaction scores on workflow and incidental findings from this project.|Conclusion: Patient surveys can be used to better understand the patient’s perspective. Survey scores and comments can be used to implement changes to improve patient experience.
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Copyright is retained by the Author. A non-exclusive distribution right is granted to Creighton University
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