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A five-provider practice administered a Patient Experience survey. There were 412 surveys completed over a 3-week period. When the results came back to the practice, they reflected dissatisfaction with the practice’s phone message system and responses from individuals answering the phone. Goal – Coach the practice on how to improve the patient experience through phone contact from the practice to the patients.
Opportunity for Improvement (Problem Statement):
Who needs to be given opportunity for input?
Decision making process:
Recommended Action Steps:
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