Planning to Improve the Patient Experience: Staff Meeting Package

This meeting package includes a suggested agenda and associated resources to help you facilitate a staff meeting about how to improve patient experience at your clinic. By the end of the meeting, staff will develop a patient experience improvement plan for the clinic. 

This resource is part of the Patient Experience Improvement Toolkit. 

Learning Objectives:

By the end of the meeting, participants will be able to:

• List three reasons why focusing on continuously improving patient experience is important
• Describe what patients and staff think is working well about how patients experience care in the clinic
• Describe what patients and staff think are opportunities for improving patient experience
• Identify plans for improving patient experience

To Prepare for the Meeting:

1. Invite family planning clinic staff to participate in the meeting. This meeting package is designed to facilitate a 2.5-hour staff meeting, including time to watch a video.
2. Ask all family planning staff to watch Prioritizing the Patient Experience: Strategies for Family Planning Video or make sure there is time during the team meeting to watch the video together (25 minutes).
3. Ask all family planning staff to complete a Patient Experience Organizational Assessment. Compile and aggregate results to share with staff during the meeting.
4. Compile and aggregate recent patient satisfaction survey data. If you don’t already have patient satisfaction survey data available, use the Patient Satisfaction Survey (Encuesta de Satisfacción) to collect ~50 responses.
5. During the meeting, you will need: 
   • A computer and A/V set up to view this meeting package and play the video. If facilitating a virtual meeting, you will also need a virtual meeting platform that enables screen sharing. 
   • A space all staff can view to collaborate (e.g., flip chart, virtual white board, etc.)
   • Envision the Perfect Family Planning Visit Worksheet and Patient Experience Improvement Priorities Worksheet (virtual link or enough copies for all participants, if printed)
   • Patient Experience Improvement Plan (virtual link)

Other Meeting Packages in the Series:

Skills for Improving Family Planning Visits: Staff Meeting Package