Example 3
The PAs in a clinic were frustrated with the way they received phone messages. Patient and administrative messages seemed to be randomly handled as paper notes in their mailboxes, direct pages, and other means. This resulted in some urgent messages being unanswered for days, missed deadlines, and unnecessary (and confusing) interruptions when PAs were paged to patients' homes, not knowing who was calling or anything about the patient.
Using the PDSA model, how might they address this?
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