| Building relationships |
Maintain trust as the ABC program moves towards more computer-based interactions. |
ABC technology development and procurement focused on personalizing software applications and customer relations management. |
| Duplicate work |
Use interoperable EMR systems for patient data entry, or consolidate to one EMR. Automate tasks when possible. |
ABC performed a study of documentation consistency across EMRs and examined available electronic mileage tracking and reporting applications. |
| Scheduling challenges |
Designate one scheduler for all home visits. |
ABC created and filled a dedicated scheduler position. |
| Communication barriers |
Design protocols for variety of patient health literacy, ability, and languages. |
ABC included ability and literacy in technology and written material design and testing. |
| Adaptive workarounds |
Focus on protocols to effectively and efficiently care for a larger amount of patients per CC/CCA. |
ABC staff self-facilitated a special training session on setting healthy boundaries with patients/CGs in order to have time for all patients. |
