Figure 1 7-prong Model for Improving Service Quality Figure 1. Mayo Clinic Arizona’s data- and accountability driven model for improving service quality and the patient experience.

Figure 2 – Service Accountability Loop Clinical Practice Committee Department Chairs and Administrators Scorecard Metrics Practice Performance & Behaviors Patient Experience Committee Progress reports to and feedback from various leadership groups

Figure 3 Reporting, Oversight, and Accountability Process for the Outpatient Experience Dept Chair/Admin present status of action plan implementation to practice leadership at 90 days Meeting includes review of: Practice oversight role Department data Improvement resources Action plan template Timelines Practice oversight meets with Dept Chair and Administrator within 2 weeks Service scorecard is ed quarterly to executive leadership and Dept Chairs/Admins Patient Experience Administrator reviews service scorecard with Patient Experience Committee; identifies and prioritizes issues Patient Experience Administrator reports service issues and makes recommendations to practice oversight committee Dept Chair/Admin submit action plan to practice oversight within 30 days. Action plan is reviewed. START Action plan implemented? Yes No Escalate to Clinical Practice Committee Monitor Service Scorecard Key: Dept Chair/Admin = Department Chair and Administrator Action plan adequate? Yes No Return action plan to Dept Administrator