In this special Leadership Series, we interview Amy Feimer, CEO of Hunter Health, a FQHC and Urban Indian Health Program in Wichita, Kansas. We learn how Amy and her team achieved a 36% reduction in their patient cycle time (70 to 45 mins), a 99% charting completion rate, a 48% reduction in their abandoned call rate (25% to 13%) and an increased staff engagement score in the 89% percentile.
This episode highlights ways to improve both provider and staff satisfaction in ambulatory care. Amy describes the ways in which her organization improved upon their abandoned call rate, their cycle time, and their documentation process and turn around time. Additionally, we hear insights she has had on how to lead people through change and the ways in which coaching people on data can be beneficial.
Hunter Health reduced their abandoned call rate by redefining roles responsible for that rate and by using data to anticipate when peaks would require staffing shifts. Cycle time reduced nearly 35 minutes by implementing the DPI™ team dance workflow and a sheep and shepherd model of care. In this model and workflow, there is a designated lead in charge of directing workflow. This model also improved upon their documentation process as teams began charting in real-time.
Through these changes and the implementation of a validation process, the organization has jumped to the 80th percentile in staff engagement scores. Listen to this podcast to hear exactly how Hunter Health was able to implement these changes, as well as how it helped their staff.
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Guests:
@Amy Feimer
Host:
@AmandaLaramie
@Ryan Jury
Thanks for listening!
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