Patient Experiences Lead to Changes in the Eye Center

Listening to patients is important in providing the best care we can. Our Eye Center has been doing just that with excellent results.

By conducting surveys, they have been able to gain valuable insight regarding their patients’ experiences. As the survey data began to come in, all team members huddled monthly to develop solutions. Discussions were held to acknowledge what the team was doing well and the areas where improvements were needed. Based on the feedback and the Eye Team’s thorough process to implement change, below are some of the work that has been completed:

• Informing patients of delays in the waiting room
• Reducing wait times
• Improving clinic flow
• Establishing patient expectation about the length of appointments at the point of scheduling

As a result of their efforts, the Eye Center enjoys more than 95% positive comments from both physicians and staff. Kudos to the great work being done in Ophthalmology.