“I just want to say that this is my first interaction with your team members, and this is great….The attitude of you and your staff is amazing, and I’m sure it is a huge part of why this program is so successful.”

It wasn’t until we started diagraming patient visits in my health center that things started to click for me. We learned in this process that approximately forty percent of a patient’s time in our health center was spent waiting while not in contact with a single staff member. With a baseline visit time of 82 minutes, more than 30 minutes were completely wasted for every single patient that came to our “excellent” site. Over the next several months, the work to make our health center function better for our patients actually resulted in me having more time in the exam room while dramatically reducing cycle times. Patient waits reduced, provider stress decreased, and thorough quality care improved. Given that I am not only a physician, but also a good husband, I know how to admit when I was wrong.

I want to express my gratitude for your insight, candor, and for your help in building a more solid foundation for our organization and its leadership.

Little did we know that the foundation would be tested in such unprecedented ways [with the COVID pandemic]. But we are the better for it.

There are many exciting milestones ahead that our organization will be anxious to share, notably getting ‘our new way’ back to its pre-COVID state.

Working at the health center this week [the Coleman Rapid DPI™ week] was so different than any week I have experienced. The openness and communication and the willingness to change and accept a new way of doing things amongst the staff was very exciting and I found that my own enthusiasm and belief that things could change and improve had returned!
In addition to your incredible ability to see what we were doing and what we needed to change, I do believe that a key part of the success of the week was how you worked with staff and supported and nudged and encouraged us in a way that was not critical or judgmental but was empowering and affirmed our own abilities and insights.

The Practice Transformation and Process Redesign that we have accomplished this past year as a result of the work we did with Coleman Associates has been phenomenal.

The most impressive part of Coleman to me is how engaged our staff became when they were given real permission and authority to redesign the way we care for our patients. Staff engagement was great due to our staff feeling really empowered to make recommendations and proactive changes regarding has to how we operate and care for patients on a daily basis.

I can’t say enough good things about Coleman Associates. Their company and team were super to work with and their program really works.  If you decide to work with Coleman Associates this next year, you will not be disappointed and it will be money well spent because this program definitely produces real results in the end.