Clinic Passport to Improve Patient and Caregiver Satisfaction during a Multidisciplinary Clinic Joseph O Neil, MD, MPH, FAAP Sarah Rohr, MSN, RN, FNP-C Developmental Pediatrics Riley Hospital for Children Indiana University School of Medicine, Indianapolis, IN
March 17, 2017 Clinic Passport to Improve Patient and Caregiver Satisfaction during a Multidisciplinary Clinic Joseph O Neil, MD, MPH, FAAP Associate Professor of Clinical Pediatrics, Developmental Pediatrics, Riley Hospital for Children Indiana University School of Medicine, Indianapolis, IN Does not intend to discuss commercial products or services. Does not intend to discuss non-fda approved uses of products/providers of services. No relevant financial relationships with the manufacturer(s) of any commercial product(s) and/or provider of commercial services discussed in this CEU activity.
Objectives Discuss the use of a clinic passport system to in a multidisciplinary patient setting Discuss improvements in patient and caregiver satisfaction Summarize the results of this quality improvement evaluation.
Background Radiology School During multidisciplinary Spina Bifida Clinic appointments, patients see multiple providers from different disciplines. Car seats Wound care A common complaint from patients and caregivers is the confusion of clinic flow or Who am I going to see next, and who do I still have to see? Urodynamics Orthotics OT & PT Neurosurgery Developmental Pediatrics
Our solution In the Spina Bifida Clinic at Riley Hospital for Children, a Passport system was developed, evaluated and implemented to improve patient and caregiver satisfaction.
How the passport works The passport is given families at the beginning of each appointment, marked with what services they will see, previously completed by the clinic coordinator. Provider enters the room and begins the clinic visit. When a provider has completed the visit, they sign off by their service, to mark progress during the complex visit. Other services may sign off on the patient as well, such as occupational therapy, CDC study coordinator, etc. When all boxes are signed, the visit is complete.
Methods and evaluation The passport was designed to list which services were indicated for each child during the clinic visit, names of the providers, and service provided. An effectiveness and satisfaction survey was done for thirty days following the initiation of the passport system. After the visit, caregivers were given voluntary surveys using a 5 point Likert scale to assess their satisfaction with the passport and allowed open responses regarding clinic satisfaction. Descriptive statistics were used to present the data.
Results During the study period, 26 families piloted the passport and were asked to complete a voluntary survey. Twenty-two caregivers completed the survey (85%) 17 of 22, (77%) found the passport helpful to very helpful, 5 of 22, (23%) of found the survey somewhat helpful.
Positive Feedback It is very helpful to have something that indicates who was seen, to be seen and when we are done You re doing great! Very informative, Thanks! And Everything is great, Riley has been so good to us
Room for Improvement Not everyone signed it, keep people signing it, and it would work I enjoyed having the sheet so I could keep track of which doctors we had seen and it gave me a spot to write notes. One out of four docs signed the paper
Conclusion The passport system appears to improve satisfaction in clinic and the majority found it helpful. The largest barrier to success, was failure of providers to sign the form. Measures were taken to ensure passports were signed. Passports facilitate the ability for caregivers to understand clinic flow and improves patient and caregiver satisfaction and helps put them in control of their appointments.
Questions and.