substantial improvements

What Did the Specialty Practice Do?
This data analysis step was repeated twice, at the
start of the quality improvement work and again
three years later. Performance data for 2007 and
2008 did not show any substantial improvements,
so the specialty practice manager along with the
FPG re-examined the data in 2009 for more
information. In addition, the original practice
manager accepted a new job during the first
iteration of this step and a new manager took over the practice.
• Based on the initial examination of relevant operations data in 2005 and 2006, the
specialty practice manager decided to track the following process measures on an
ongoing basis:
o Call-abandonment rate
o Physician bump rate
o Patient cancellation and no-show rates
o New patient rate
• The specialty practice manager decided to track the following in the CAHPS
survey data:
o Two items on courteousness and helpfulness of office staff
o Five items on ability of patients to get appointments and health care when
o An overall rating of the doctor with an item asking whether patients would
recommend their doctors to family and friends
• The practice used the initial data to establish baseline performance on all metrics.
• The new specialty practice manager began recording patient complaints and
writing detailed descriptions of the situations in which they arose. He/she
categorized the complaints and studied how long it took for patients to be seen by
a physician once they arrived at the practice. He/she shared these results with
physicians and office staff.