Quality Update – December 2014

The two key areas for quality improvement will be in ACCESS and Service. Service performance in our clinics and practice sites will be measured through the patient satisfaction survey process using the Clinician & Group Consumer Assessment of Healthcare Providers and Systems survey – CG-CAHPS.

Key focus areas of measurement include:

  • Willingness to Recommend
  • Overall Rating
  • Follow Up on Test Results
  • Access to Care
  • Provider Communication
  • Office Staff Courtesy and Respect

To help improve our service and responsiveness to our patients, the Patient and Family Centered Care team led by Bernard Roberson will be conducting AIDET Customer Service Training/Retraining throughout the organization. For more information about CG-CAHPS contact Joe Thornton, VP of Ambulatory Services at jthornton@gru.edu. To learn more about AIDET training contact Bernard Roberson at aroberson@gru.edu.


In order for GRMA to provide the best quality care possible and continue to grow, we must ensure that we are providing the timeliest access possible for patients to our many talented GRMA providers. Although we have recently improved our performance in cancelled and bumped appointments in our clinics and practice areas, the wait times for new patient appointments are still too long. To that end, we will be embarking on an ACCESS initiative that will focus on significant people and process improvements for accessing appointments, as well as moving toward a more responsive “Just Say Yes” culture that embraces more open access approach and expands entry points into our faculty practice.