Mary Therese Hankinson, MBA, MS, RD, FADA & Donna Faraone VA New Jersey Health Care System Summit, New Jersey

      A VA urology clinic implemented strategies and a communication model to sustain urology clinic access and a positive patient experience for more than two years. Application of tools and comparative data related to access and the patient experience will be provided. After the presentation, the participant will be able to:

• Identify ACA strategies and “facility communication model” consisting of structure, technology, and people used to improve and sustain urology clinic access.
• Identify databases, assessment tools, and methods to measure patient satisfaction, sustainability, and waiting times for next available appointments.
• Identify performance improvement methods, role of leadership, and statistical analysis used to support and validate outcomes.