From the time a patient calls a Weill Cornell physician's office to schedule an appointment until the time they receive their bill, the patient will have eight or more contacts. These include speaking with the scheduler on the phone, meeting the greeter at the front desk, getting vital signs checked by the medical assistant and being examined by the physician. Each of these encounters provides an opportunity for interaction with our physicians and staff. In order to enhance the patient care experience, physicians and staff members from each clinical department have been working together to further facilitate the logistical and administrative aspects of coordinating patient care, such as
- ensuring that directions and logistical details for all medical offices are clearly provided for patients and visitors,
- improving the telephone experience,
- streamlining communication between a single patient's multiple physicians, and
- developing an easier-to-understand patient bill.