Improving Access and Patient Satisfaction Within Pediatric Specialty Care ServicesSchoonover, Nicholas (2024) Improving Access and Patient Satisfaction Within Pediatric Specialty Care Services. Master Essay, University of Pittsburgh.
AbstractPurpose: The purpose of this essay is to establish an understanding of improving access and patient satisfaction in a pediatric hospital, specifically the pediatric specialty care outpatient clinics, by impacting the effectiveness of two projects and an outreach program. The goal of these projects and program is to improve the patient caller experience, build relationships with external family physicians and their associated offices to increase the number of patient referrals to an urban pediatric hospital and its specialty care services, and better satisfy patients with an in-house, free-of-charge medication dispensary cabinet. Approach: Implementing two individual projects, one relating to access and one relating to patient satisfaction, and revitalizing an outreach program that had been overlooked throughout the peak of the COVID-19 pandemic. I completed research, assisted various stakeholders, and implemented changes that improve several key indicators of access and patient satisfaction. Results: There has been a decrease in non-scheduling related phone calls for the pediatric specialty care services, improved communication with patients via hospital phone-trees, improved relationships with external family physicians, and patients and physicians now have the option to receive and dispense free-of-charge starter-dose medications and prescriptions. Conclusion: The two projects and outreach program have all positively impacted the pediatric specialty care clinics in regard to patient satisfaction, experience, and overall access to care. Share
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