Customer Reviews

What Works: Effective Tools & Case Studies to Improve Clinical Office Practice

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Sue Houck gives us a great guide for medical office practice leaders in the 21st Century. "What Works" is written in language that resonates with, and is easily accessible to managers, who often "rise through the ranks" in an office, with little formal training in how to manage and lead an office. This book guides the reader on a path out of the current frenetic race that exists in most medical offices to solve the dozens of daily crises and problems. And this guidebook gives concrete directions of how to arrive at the destination: efficient, integrated and coordinated offices, where the main focus is on the important, not the urgent.

Across the country, primary care medical practices are working to transform HOW we deliver care to our patients. Ms. Houck's book has provided me & other family physician practice leaders, as well as our office managers and staff, very practical and concrete direction. This book helps you understand balancing patient demand with practice capacity, and how to increase capacity through improvements in efficiency. Ms. Houck gives us practical advice about getting to advanced access, offering group visits, about doing continuous quality improvement, and about improving the patient experience. All of this rests upon a foundation of engaging the clinicians and staff from the very beginning; Ms. Houck clearly understands that transformation is more about a journey that includes everyone than it is about the end result.

I would strongly recommend "What Works" to any primary care physician leader or office manager interested in building a strong office practice that delivers great results, year after year. I have given a copy of this book to all the managers in my health center, and they are finding it an invaluable guide as we work to our goal of becoming a patient centered medical home.