The Client's Challenge

A federally qualified health center experienced noticeable reductioins in patient visits and apparent operations inefficiency became evident.

Our Solution

Assess status and develop plans to make application for patient-centered medical home (PCMH) recognition; train key providers and staff on the PCMH initiatives; and develop an implementation plan that leads to client recognition as a PCMH.

The Outcome

Qualitative observations identified that there was a perceived difference in how minority, ethnic, and certain socio-economic levels of patients were served at one location, which may have been due to an inherent cultural bias. Random surveys indicated patients' complaints of poor customer service and “staff attitutes.”

Recommended that the client establish procedures to:

  • Identify opportunities for improvement that would influence patient satisfaction, service excellence, ongoing viability, and sustainability; and
  • Identify opportunities to address clinic capacity, operational costs, and enhance each patient's experience.

1JG encouraged a structured project management approach to expand on, prioritize, and implement the many opportunities identified in the findings from the qualitative observations and surveys.