Informing Patients About Delays
Patients are checking in for appointments and, in cases where there has been an extended wait before they’re seen, are not being provided status updates. Press Ganey surveys include two questions that reveal dissatisfaction with how delays are communicated: 1) Degree to which patient was informed about any delays and 2) Wait time at clinic (from arrival to leaving). Both questions are perception based, are highly correlated with the Veterans’ overall experience and have been in the top ten of the Press Ganey Priority Index for the last five years.
John Seals, Administrative Officer, Quality & Safety VA Central Iowa Health Care System, Des Moines
5/15/2019 1:05:00 PM

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