Hospitals in pursuit of excellence

Implementation of Diagnosis-specific Discharge Instructions to Reduce Global Office Visits

The goal of this project was to reduce the amount of global office visits by using Lean Six Sigma methodologies. Process defects were identified in patient education discharge instructions. Key improvements included development and implementation of diagnosis-specific discharge instructions and implementation within the vascular specialty to decrease global office visits. Global office visits decreased from pre-intervention average of 62.6 to 28.9 percent.

This case study is part of the Illinois Hospital Association's annual quality awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals in continually improving and transforming health care in the state.  These hospitals are improving health by striving to achieve the Triple Aim--improving the patient experience of care (including quality and satisfaction); improving the health of populations; and reducing the per capita cost of health care.

Award recipients achieve measurable and meaningful progress in providing care that is:

• Safe
• Timely
• Effective
• Efficient
• Equitable
• Patient-centered

(The Institute of Medicine's six aims for improvement.)