Upon meeting with the client, Compass learned that many patients do not use pharmacy consultations for directions or questions about their medications. Each member of the team completed research covering the University of Michigan Hospital System, patient outreach, and the patient-pharmacist relationship.   From there Compass began with a set of questions to answer. Simultaneously the team identified roles within the hospital pharmacy environment that could source the necessary information. Each role was then assigned a set of protocol questions.     
Data Collection
 Interviews of each role were completed, followed by meetings to determine important points, make notes, and make progress on potential recommendations.  Completed and coded interview data was the basis for finding affinities and potential solutions throughout the client problem. Employing  the KJ Method  along with  Barbara Minto's Pyramid Principle
 One of the problems Compass identified was the lack of interconnectivity between systems used in the hospital. While physicians and nurses use the EPIC hospital record system for patient insurance and medications, the pharmacy was receiving this information and transmitting it over to separate pharmacy management software called QS/1. Any necessary changes that already take time - such as a switch to generic medication or finding a substitute for a product no longer on the market - cause significant slowdowns in filling prescriptions. 
 Another recommendation measures patient satisfaction via an optional survey designed to easily capture feedback. Compass's survey employs a mix of open-ended questions, scaled questions, and dichotomous questions regarding the patient experience in order to capture a variance of information as well as allowing for multiple access points for a different users. 
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