Implementing Non-Value-Added Time as an Indicator of Patient Satisfaction in a Student Run Free Clinic

Summary

A student-run free clinic implemented CareMessage as part of a quality improvement project to address long wait times that were hidden by high satisfaction scores. The platform was adopted for its convenience and ease of use, successfully improving communication between the clinic, its volunteers, and patients.

Key Findings

• Standard patient satisfaction surveys at the free clinic were found to be unreliable, masking significant patient issues like long wait times.
• As part of a quality improvement initiative to address these challenges, the clinic adopted CareMessage to facilitate better communication with patients.
• Clinic staff and volunteers found CareMessage to be a convenient and intuitive platform that saved time on phone calls and voicemails.
• The platform was successfully integrated into the clinic's workflow because it was easy to train volunteers on, making it a sustainable solution.

Clinical Significance

This study offers a valuable lesson in quality improvement for clinics serving vulnerable populations, where standard metrics can be misleading. It shows that addressing core operational challenges, like inefficient communication, is key to improving the patient experience. By providing an easy-to-use and convenient messaging platform, CareMessage directly solved a major communication bottleneck for the clinic. This allowed staff and volunteers to more easily and efficiently connect with patients, demonstrating how the right technology can be a simple but powerful tool for improving clinic operations.

CareMessage Product Features

Messenger, Appointments, Outreach

Citation

Liu, B. D., Brown, M., Bennett, A., Samant, S., Lundh, R., & Ferguson, C. (2022). Implementing Non-Value-Added Time as an Indicator of Patient Satisfaction in a Student Run Free Clinic. Journal of Student-Run Clinics, 8(1).