Quality Improvement Resources
Emergency Department Navigator Workflow
People who seek care at emergency department (ED) for mental health and/or substance use conditions may not have access to or know how to find behavioral health care. It is important that EDs offer follow-up care information and support to these individuals upon discharge. Receiving timely follow-up care can help stabilize their behavioral health condition and reduce future ED use and hospital admissions. San Francisco Health Plan (SFHP) has developed an ED Navigator Workflow for hospital to assist our members in obtaining behavioral health follow-up care after an ED visit.
Improving Patient Access
- Murray, M. JAMA, February 26, 2003 – Vol 289, No.8 “Advanced Access: Reducing Wait and Delays in Primary Care”
- Backlog reduction worksheet helps you quantify your backlog (how many people are waiting for appointments) to your third next available appointment.
- Southeast Health Center Phone Triage Script
- Sample Huddle Script
- AIDET — Using Key Words at Key Times
- Pre and post visit phone calls and leveraging patient portals.
Chronic Care
Team Based Care
- Community Clinics: Resources, Toolkits and Networking
- Institute for Patient and Family-Centered Care
- SFHN Primary Care Clinic Team Based Care Roles
- Health Workforce Technical Assistance Center
- Medical Board of California Medical Assistant Scope of Practice FAQ
- Center for Excellence in Primary Care
- Scope of Practice Policy
- Safety Net Medical Home Initiative
Patient-Provider Communication
- Quick Reference Guide: Improving the Patient Experience
- Have you Really Addressed Your Patient’s Concerns?
- Health Literacy Universal Precautions Toolkit
Sample Standing Orders
- Diabetes Standing Orders: Sample from Ocean Park Health Center
- Standing Order for Adult Td and Tdap Vaccine
- Standing Order for Diabetes Care inreach
- Standing Order for Hypertension Care
- Standard Order for Mammogram
- Standing Order for Pain Management
- Standing Order for Pneumoccoccal Vaccine
- Standing Order for the Administration of the Influence Vaccine
- Standing Order for Colorectal Cancer Screening
- Standing Order for the PAP Test
Patient and Family Engagement
- Institute for Healthcare Communication provides training programs and names of specific trainers on communication techniques for staff and providers.
- Placard with four icons to remind staff of four steps to improved patient interactions to help clinic staff.
- Silver Avenue Family Health Center Sample Agenda Setting Form
- Mission Neighborhood Health Center Sample Agenda Setting Form
- Family Health Center at SFGH Sample Agenda Setting Form
- Beryl Institute
- Institute for Healthcare Improvement