Ambulatory care centers are at the forefront of the changing healthcare delivery system. Not only do they provide the preventive and maintenance care that is critical to improving health outcomes, but they do so at a much lower cost. As hospitals are incentivized to direct their care toward the sickest of the sick and penalized if they fail to demonstrate improved outcomes and lower cost, the demand for ambulatory care increases. Yet many of these centers are unprepared for rapidly rising demand and increased consumer expectations.
The Labor Management Project partners with union and management to improve both patient care and the patient’s experience of care in this important setting. We are currently focused primarily on expanding our successful Patient Centered Care program to the ambulatory care setting and providing customer service training to help prepare the workforce for industry changes, challenges and expansion.
This case study documents the improvements in patient satisfaction attained by St. Barnabas Ambulatory Care Center in the Bronx, New York, as a result of its work with the Labor Management Project.