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Speaking the Same Language
Using a simple card as a reminder, this urgent care team asked for patients’ race, ethnicity, and primary language to better recognize and address members’ health needs and risks.
Details
Why This Matters
- Medical treatment is more effective when members receive care and information in their primary language.
Test of Change
- Adding a questionnaire card during the check-in process reminds team members to ask patients about their race, ethnicity, and primary language
Fresh Perspective Spurs Workflow Innovation
Listening to the "voice of the customer" is the key to getting results.
Details
Why This Matters
- Timely delivery of medication is critical for patient care and eases anxiety and stress among staff.
Test of Change
- Shadowing hospital nurses to better understand their wants and needs.