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Enhancing Patient Experience and Care Coordination at AMC21: A Success Story

This success story highlights the initiatives driven by David Randall, Senior VP of Strategic Planning and Business Development at AMC21. Established Rounding Teams focused on ownership, integrity, collaboration, and caring are transforming patient experiences through strategic initiatives. Key projects include developing a welcome process for out-of-town patients, unifying guest services, and a new patient experience metrics approach. The Stop Light Report tracks progress on these initiatives, emphasizing coordination, access, and market strategies essential for improved healthcare delivery.

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Enhancing Patient Experience and Care Coordination at AMC21: A Success Story

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  1. OWNERSHIP. INTEGRITY.COLLABORATION. CARING. “OWN IT” SUCCESS STORY David Randall Senior VP Strategic Planning and Business Development

  2. AMC 21 Rounding Teams were established to develop strategic initiatives within and across the AMC21 Pillars

  3. Rounding with Intent • Developed list of initiatives from the recommendations proposed by the AMC 21 Teams • Identified sponsors for each initiative and round monthly with each sponsor • Developed initiative tracking document – Stop Light Report

  4. AMC 21 Stop Light Report: Improving the Patient Experience • Develop welcome process for out of town pts • Implement Evidence Based Leadership • Unify guest services across entities • Develop welcome process • Create welcome video • Develop approach for public pt exp metrics • Identify improvements to billing process • Develop PFCC team at CEFH • Develop PFCC team at UH • Develop PFCC team at TKC

  5. AMC 21 Stop Light Report: Summary • 4 Initiatives • 2 Coordination of Care • 1 Patient Experience • 1 Other • 37 Initiatives • 9 Access • 6 Coordination of Care • 7 Patient Experience • 4 Market Strategies • 10 Primary Care • 1 Other • 6 Initiatives • 2 Access • 2 Patient Experience • 2 Market Strategies

  6. Stop Light Report • Shared with initiative sponsors • Reviewed with AMC 21 Coordinating Council • Shared with AMC 21 Teams • Post on ONE

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