• Timely communication of test results defined as timely identification of abnormal test results with timely follow-up.

• Implementation of regular care coordination training. 

• Track patients referred to a specialist through the entire process. 

• Access to an enhanced patient portal that provides up-to-date [clinical] information, and includes interactive features allowing patients to enter health information and/or enables bi-directional communication about medication changes and adherence.

• Physicians & APPs - Time is your practice’s most precious asset. Define Your Capacity.

• Don’t celebrate when the patient doesn’t show!

• Telephone service should have three goals overall:

1. Provide the best service possible.
2. Reduce the "transaction time," which is often called talk time.
3. Reduce the demand for calls, and still satisfy the caller.

• Establish service expectations for telephones:

1. Measurement Expectation Abandonment rate should be 5 percent or less, and service level should be 80 percent within 30 seconds. Average speed to answer should be 24 seconds or less (maximum of six rings, if manually calculated).
2. Hours of operation should be 30 minutes prior to office hours opening until 5 p.m.
3. On-hold time should be 30 seconds or less.

• Prevent repeat phone calls. Prevent late start to the day. Avoid demoralizing staff.

• Every appointment is "new business."

• Don't let your workflow template constrain your productivity!

• If you have multiple providers seeing patients, stagger appointment start times.

• Never schedule a new patient at the top of the morning or afternoon appointment queue.

• Double-book certain highly-probable no-show slots. For example: ED F/U + Uninsured; for example: Patient with two no-shows in past 90 days; for example: Disconnected phone number (when confirmation call).

• Use based on required resources. For example: Patient scheduled for in-office procedure; needs to be prepped by nurse. Established patient with acute problem: 15 minutes is scheduled at same time. When established patient is done, procedure patient is ready!

• Assess your no-show/cancel rate; aim for slightly lower than the actual rate. For example, 10% of slots if 14% no-show rate) Double-book (at least) two slots approximately an hour after clinic starts.

• Use technology to engage patients.

• Don’t resort to “come 15 minutes early.” Give patients an “arrival time” or “appointment with ‘Dr. Jones’ care team’.” Set appointments 15 to 20 minutes before clinic “starts.” Stagger to reduce queues. Afternoon clinic start time offers even greater opportunity.

• Train staff on how to take a comprehensive message. Get at least two phone numbers including a “best” contact number. Establish distribution protocols, ideally electronically. Offer secure messaging, which reduces this operational burden.

• Resolve messages within 3 hours of receiving them. 

• First-call resolution: Respond to the caller’s needs on the first call, thus avoiding any voicemail and telephone tag.

• Ask caller: “Would you like to be seen?”

• Ask the caller: “Is there anything that I can do to assist you?”