Using hybrid change strategies to improve the patient experience in outpatient specialty care

Rafael Miranda, Sean W. Glenn, Jonathan A. Leighton, Shabana F. Pasha, Suryakanth R. Gurudu, Harry G. Teaford, Lester E. Mertz, Howard R. Lee, Sylvia A. Mamby, Margaret F. Johnson, T. S. Raghu

Research output: Contribution to journalArticlepeer-review

2 Scopus citations


The emerging changes in healthcare impose significant burdens on integrated outpatient specialty services with respect to setting patient expectations, handling outside medical records, and coordinating specialty appointments scheduling. Moreover, because of the evolution of the electronic health record and its widespread use, it is critical that patient and physician interaction is maintained and clerical tasks are minimized. In the context of increased government regulation, declining reimbursement, and the rise of new payment models, outpatient practices need to be reimagined so that they are more efficient for the patient and the provider. The redesign of integrated outpatient specialty services can be accomplished only through teamwork, innovation, and efficient use of technology. To address these challenges the Department of Medicine at Mayo Clinic in Scottsdale, Arizona, implemented an ideal practice design initiative that leveraged a hybrid set of change strategies. The change strategy, which was initiated after examination of current practices and design options, engaged key stakeholders and patients. A number of enablers and barriers to adoption were identified as a result of the implementation experience.

Original languageEnglish (US)
Pages (from-to)363-376
Number of pages14
JournalJournal of Healthcare Management
Issue number5
StatePublished - 2015

ASJC Scopus subject areas

  • Leadership and Management
  • Health Policy
  • Strategy and Management


Dive into the research topics of 'Using hybrid change strategies to improve the patient experience in outpatient specialty care'. Together they form a unique fingerprint.

Cite this