Family medical services ‘resets’ with new program

  • Published
  • By Airman 1st Class Alan Ricker
22nd Air Refueling Wing Public Affairs --  MCCONNELL AIR FORCE BASE, Kan. -- The 22nd Medical Operations Squadron Medical Services Flight is resetting the way their clinic operates by initiating a program called RESET. The program stands for rewarding, efficiency, setting priorities and empowering team members.

RESET was started at Ramstein Air Base, Germany, to change the way patients interacted with their primary care manager team and to make the team more efficient. Studies of the program showed there was improvement in efficiency and morale within the staff. The small team at Ramstein AB provided tools to allow other medical teams to improve their clinical work setting.

“The aim of RESET is to empower primary care teams to take care of their patients and demand accountability for that care,” said Lt. Col. (Dr.) Joshua Hartman, 22nd Medical Group medical staff chief. “Rather than taking the traditional Air Force Medical Service approach we are now asking our PCM teams to meet the demands of their patients in a fashion that is consistent with our patients’ desires.”

“This simple shift in priorities and mindset promotes efficient, proactive care by our PCM teams,” he continued. “We want to take care of today’s needs today and take care of tomorrow’s needs at every opportunity.”

The RESET tools allow for a concentrated four-day work week with 10 appointments per day instead of having an average of 18 appointments per day due to the introduction of virtual appointments.

“We are able to take care of many of our patients’ needs virtually, either over the phone or through secure messaging,” said Hartman. “This saves patients time because they don’t have to come to the clinic, take time off of work, arrange child care, etc. We’ve also found that some patients are more willing to open up with us when they are speaking to us from the comfort of their own home.”

Hartman also explained that cross-booking will no longer be practiced, meaning that if your PCM is unavailable, patients will not be booked with a different provider. Individuals will still be able to book with another provider on their PCM’s team, but all primary care needs will be taken care of by that team.

“This continuity results in more efficient care. You don’t have to reinvent the wheel every time you come in for an appointment,” said Hartman. “[It] also creates safer care because your PCM team knows your health history inside and out. Efficiency and safety is the core of what we’re about.”

The rewarding portion of the program increases value and motivation of the team members. Team members become innovative, driven and efficient when they are rewarded with a well-managed workload and can enjoy their work.

Staff Sgt. Christina Begeal, 22nd MDOS Family Health Clinic Team B noncommissioned officer in charge, gathered her team into her office and asked them how the program is benefiting their morale, and she said all of them had a positive response. They reported that time with family, hands on training and care for individual patients have been increased.

Within four weeks at Ramstein, the RESET program improved efficiency and customer care, and that’s what McConnell’s family medical service wants to achieve by applying the RESET program.