Express Sick Visits

Why is this important?

Scheduling a primary care sick visit can be a challenging experience for families, especially during busy winter months.

Primary care nurses are burdened with high volumes of triage phone calls, which delay responses to families of ill children, potentially leading them to emergency department (ED) or urgent care. In search of an innovative solution to a common problem, CHOP Primary Care, South Philadelphia aimed to improve access to sick care for their patients while increasing staff satisfaction through the creation of a new express sick visit model.

Our initiative

The South Philadelphia site tested an express sick visit model using quality improvement methodology. The Possibilities Project partnered with the site to measure the impact on key indicators.

What we learned

In the first 9 months of the pilot, the office saw over 7,000 express visits. Nurses answered fewer phone calls compared to the prior year, increasing their work satisfaction. As a whole, the office became more efficient and accommodated more sick and well appointments than in previous years. When surveyed, parents were satisfied and all members of the care team felt that they provided a better experience to their patients.