I met with a QI project team this morning that consists of: Clinic Staff, Disease Investigators, Lab and Call Center staff. The team is working to increase the number of clients that call the clinic to receive results (positive and negative) of HIV test results. The problem is that nurses are using valuable time making calls and leaving messages to track down clients. If staff could encourage or incentive clients to follow-up, staff could spend less time making calls and more time seeing patients and doing other important work.
For the next 2 weeks the core team will document a number of protocols and research promising practices (and other creative ways to assure a higher rate of call-backs), then the full team will meet to prioritize improvement strategies. Does anyone have suggestions?
Thanks - Ty