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Getting Timely Appointments, Care, and Information

The first domain in the PECS regards Access to Your Practice. Our patients are evaluating ease of contacting our practice team to get appointments for urgent matters, routine checkups and getting information they feel necessary to keep them healthy or answers to medical questions. The goal of the PECS is that our patients will increasingly rate us as “Always” in this domain. Learn the areas where you can focus intention to improve and strategies to make those improvements, such as rounding on patients, the flow of scheduling, the timeliness of response to phone calls. (Video Duration 5mins:18s)

Course Description

With the launch of the Primary Care First (PCF) payment model, there is an urgency to reflect on and evaluate where we, in clinical practices, stand in our delivery of excellent, “always” patient care experiences. In this 12-video lesson course you will be equipped to take the PCF patient experience survey through your patients' perspective, identify the 5 specific domains that will be reported and gain knowledge to improve where you find gaps.

The Primary Care First program rewards innovation and patient-centered care. The Patient Experience of Care Survey (PECS) is an essential and required component of the Primary Care First Program. Equipping your team to be successful with this new survey is essential. The Patient Experience of Care Survey affords patients the opportunity to provide feedback on the consistency of the quality of interactions with the provider and staff.  While we may have the best of intentions and work hard every day in the practice, sometimes our intentions are perceived differently by patients and their loved ones. In this HXA Instructional 12-video course you will learn strategies to engage staff, providers, and physicians in the PECS and learn key competencies that will improve patient experience perceptions. Discover how you can equip your practice and team to be successful in performing on the overall experience and domain specific aspects of care in the PECS survey.

This course is best for:
  • Leaders
  • Physicians
  • Staff
  • Anyone looking to improve healthcare communication

Course Objectives

By the end of this 12-part instructional course, you will be able to:
  1. Identify strategies to engage staff, providers, and physicians in Patient Experience and PECS performance
  2. Provide training and development on key competencies that will improve service and quality
  3. Build Experience Domain specific action plans to influence performance
  4. Engage learners in strategies to build and broaden excellent patient experiences