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2021 FOM/IT - Hybrid

IWC2 - Continuous Quality Improvement During a Pandemic

Oct 20, 2021 1:30pm ‐ Oct 20, 2021 2:45pm


Many health centers had to shift their focus away from formal continuous quality improvement efforts in the face of the COVID-19 pandemic. As we move into the next stage of the pandemic, health centers are refocusing on measures that impact their financial health such as high no-show rates and low productivity, while addressing profound burnout amongst staff members. This workshop will include a case study of one health center that reduced no-show rates by 47 percent across eight sites during COVID-19, addressed burnout through improved teamwork, and put a plan in place to sustain the operational improvements that were responsible for this change during the recovery phase of the pandemic. Attendees will learn tactics they can use to improve no-show rates, productivity, and staff satisfaction and will leave this session with both an understanding of the roadmap to success and concrete tactics that can be implemented immediately to improve operations.

Learning Objectives:
  • Identify key indicators, the definition of each indicator, and how to measure performance.
  • Explore tactics to improve each of the key indicators.
  • Identify the leadership behaviors needed to make these process improvements successful.


  • Brooke Lattimore, Chief Operating Officer, Stigler Health & Wellness Center, Inc.
  • Jennifer Scoufos, DO, Family Physician and Chief Medical Officer, Stigler Health and Wellness Center
  • Melissa Stratman, Chief Executive Officer and Trainer/Coach/Innovator, Coleman Associates

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