focus on customer service — basic customer service principles should be integrated into the practice so that patients return and refer others to it. What is a dedicated video versus an integrated video? Loyal patients are valuable because they can provide information on how to improve and reduce by eliminating Services and processes that are not valued or are unnecessary. I would eliminate this concept. recognize and reward success — positive incentive for staff (both financial and non-financial) increase the success of achieving quality improvements in a practice. What is an incentive? Examples include formal recognition such as staff recognition Awards and performance feedback. Identify opportunities for improvement that go beyond looking at only those measures where a practice scores low. Identify key drivers of poor performance by looking at specific issues and compare those ratings with the overall rating of The Practice. This is known as the key driver. analyze performance in more detail by identifying important differences in care experience across different population subgroups.