Learning Objective #1: identify key components of a redesign model in a clinic setting.

Learning Objective #2: state three successful practice changes that can improve patient flow.

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The out-patient health care environment has changed as drastically as the in-patient setting in the past decade. There are challenges with serving the uninsured and underprivileged among those individuals with insurance in the same setting. There are increasing demands for services, and yet shrinking available resources. The purpose of this presentation is to share a best practice example which investigated the effectiveness of a re-design collaborative practice change to reduce the wait time and flow of patients throughout the clinic visit thereby improving patient satisfaction. A prospective two-month study was conducted to determine the average patient flow times. Re-design collaborative practice changes were implemented and practiced with one team consisting of a Licensed Vocational nurse, a nurse assistant, a Registered Nurse and a physician. A second practice team was implemented after one month. Eventually the entire clinic was placed on the redesign model. The model was assessed for success and application through the use of data collection for an additional 4 month. Average wait times decreased from an average of 90 minutes to an average of 50 minutes. We are continuing to work on reducing the time to our goal of 45 minutes. The redesign model appears to be working very well at eliminating unnecessary wait times. The Press Ganey patient satisfaction scores have increased in all areas as part of our overall collaborative proactive model. By implementing a comprehensive and collaborative practice approach to a change process, the employees and the patients have increased satisfaction in their clinic environment. Change process takes time and energy but it can be very rewarding and successful.