Table 5.

Most Common Performance Improvement Initiatives Intended to Improve Each Improvement Target

Improvement target	Most common performance improvement initiatives* (number of groups)
Access	• Improve appointment scheduling process (11)
	• Change office workflow (11)
	• Reassign staff responsibilities (5)
	• Expand office hours (5)
	• Improve non-EHR communication system (5)
	• Train non-clinicians (4)
	• EHR-based intervention (3)
	• Hiring or firing intervention (3)
	• Share “best practices (2)
Communication with patients	• Improve non-EHR communication system (9)
	• Reassign staff responsibilities (8)
	• Change office workflow (7)
	• EHR-based intervention (6)
	• Hiring or firing intervention (4)
	• Train non-clinicians (3)
	• Expand office hours (1)
	• Share “best practices” (1)
Customer service	• Train non-clinicians (12)
	• Train clinicians (8)
	• Change office workflow (6)
	• Hiring or firing intervention (4)
	• Physical plant upgrade (3)
Physicians’ interactions with patients	• Reassign staff responsibilities (3)
	• EHR-based intervention (3)
	• Train clinicians (2)
	• Train non-clinicians (1)
	• Share “best practices” (1)
	• Change office workflow (1)
	• Improve non-EHR communication system (1)
	• Hiring or firing intervention (1)
	• Physical plant upgrade (1)
Patient education	• EHR-based intervention (5)
	• Share “best practices” (1)
	• Reassign staff responsibilities (1)
	• Improve non-EHR communication system (1)
Continuity and coordination of care	• EHR-based intervention (2)
	• Change in office workflow (1)

EHR, electronic health record

Definition: Level 3 physician groups engage in at least one group-wide initiative to improve patient experience

*Each physician group leader could report multiple improvement initiatives for each target. Improvement initiatives not associated with a particular target are not displayed