Example. I like my doctor John, he is always very nice to and listens to what I have to say

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1 1 People Flow Chart Please review the example before you start, your job is to draw dots and lines between different people you met during one previous medical experience, add extra people if you need them. Feel free to tell us your thoughts about the people, or the stories between you and them. I like my doctor John, he is always very nice to and listens to what I have to say The nurses are very slow... I don t know why they let intern doctors watch the diagnosis process, it makes me uncomfortable! Receptionist Primary care doctor Specilist Nurse Asistant Family Intern doctors Add one Add one Another Receptionist Primary care doctor Specialist Nurse Assistant Family Intern doctors Add one Add one

2 My medical stories Please tell us some memorable stories about your medical experiences. Use the stickers as a starting point for your stories. We are interested in hearing about how you deal with time, scheduling, transportation and related communication. You don t have to use all the cards. Stickies Very frustrated & ungry Time Transportation I was late for an appointment, then I was told I had to wait another week for another one, I bet I will be better by then. Communication with primary care physicians I felt too much time was wasted without getting anything done to make me feel better. Communication with s Information inquiry Online scheduling Scheduling Time

3 3 Mark the following tasks based on your experiences in the past Tasks Time spent or work done by you How was this experience? most least Bad Good 1. Making appointments 2. Time between making appointments and going to them 3. Travelling from place-to-place. 4. Filling out paperwork at the doctor s office, drug store, etc. 5. Waiting to be seen by medical personnel. 6. Talking with medical personnel. 7. Getting treatment(s), such as medical diagnosis, surgery, and drug prescriptions. 8. Figuring out billing 9. Getting prescribed drugs/medicine from pharmacy

4 Nurse Primary care Physician Receptionist/ Assistant Insurance agents 4 Directions: - Place the people stickers on the diagram based on how you feel about interacting with those people. - The people closest to you should be the ones you trust, feel most comfortable with, or enjoy interacting with the most. - Use the first set of stickers to show what you experience is like now, and use the second set to show how you think things should be. - Feel free to note additional comments next to the stickers. You Stickers: For How is it now? Primary care Physician You For How you think things should be Primary care Physician

5 5 Medical Experience Think of a medical experience. It could be: something that s going on right now something that happened in the past Show us all the places you had to go during this experience. Here s an example of how to start: home (my head was hurting) drug store (so I could try something for the pain before going waited a day Now show us your experience:

6 6 My Longest Medical Experience Step 1 Think about a time when you had to visit many Step 2 places for a medical problem.trace your travel by connecting the places you visited. Feel free to tell us more about this experience. Think of a word to describe this experience and tell us why you chose that word. My experience word: Why I hate having to make appointments every step of the way. I wish someone would do it for me! Hospital Pharmacy Start Primary Care Home Other Specialist