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Slide Presentation from the AHRQ 2007 Annual Conference

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Successful Innovations

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  • Access to care in Okinawa Japan Navy Clinic—improved 400%; wait time reduced by 75%; patient satisfaction rose to above 90% -
    • Leadership involvement and commitment; front line staff felt their efforts were appreciated; focus on a single clinic allowed resiliency to overcome initial challenges in a small setting; cultural transformation—patient access became a priority from the front desk to the providers.
  • Patient and Family Centered Approach to Pharmacy Services—expanded hours of operation; created new pickup window at base exchange; developed software algorithm to expedite processing; reduced waiting time from over an hour to 15 minutes; satisfaction improved from 20% to 0ver 70 %
    • Patient and family involvement in the committee was key to improvements; increased efficiencies resulted in maintaining dispensing of medications for troops who are deployed; cost avoidance of over $200,000; patient feedback sheet routed to the Non-Commissioned officer in pharmacy meant direct communication about any problematic areas

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