Abstract
To develop an effective, coordinated, and integrated process for patient education in primary care, the Department of Veterans Affairs, Western New York Healthcare System, launched a process action team. The interdisciplinary team utilized a variety of methods, including flowcharts, cause-and-effect diagrams, and variance matrices. The team developed, implemented, and analyzed a data collection plan involving chart reviews, staff interviews, and patient-staff surveys. An improvement plan was initiated in collaboration with staff. The results highlight the importance of using a data collection plan to understand the causes of problems as well as the need for staff involvement.
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