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HHC Primary Care Improvement
Currently, hospitals and community-based clinics belonging to New York City’s Health and Hospitals Corporation (HHC) are participating in a process called “Restructuring the Patient Visit”. This initiative, led by Primary Care Development Corporation, helps health centers to reduce waiting times and streamline patient visits by revamping clinical and business processes to focus on the patient, thereby improving patient satisfaction and staff efficiency. CHPSR will conduct surveys to measure the impact of restructuring on patient and staff satisfaction. For patient satisfaction, the Patient Satisfaction Survey, developed by CHPSR with the United Hospital Fund, will be used to assess patients willingness to recommend the site to a friend and elicit satisfaction information on a range of parameters including wait times, communication, respectfulness, etc. In addition, staff at each site will also be surveyed using a tool developed by CHPSR and staff at Bellevue Hospital for understanding the impact of Bellevue’s Open Access Initiative. The tool elicits information about general staff satisfaction, but also includes specific components to elicit information on staff attitudes towards patients, receptivity to management change, and reaction to the specific restructuring efforts being implemented in the PCDC project. This project started in November of 2002 with baseline measurements. Surveys have continued to be administered to patients and staff at six- month intervals after the intervention was completed at each clinic. Data from the surveys will be used to measure impact of the intervention.
Principal Investigator(s): John Billings
Collaborator(s): Andrea Mayer
