What Works is a practical guide to implementing sustainable improvement in outpatient care and physician practices. From the improving access to the impact of core values and streamlining key processes, the reader will find step-by-step strategies to guide change. Case studies provide hands-on experience from a variety of sites. Visual tools help to make intangible processes easier to see and compare. What works also highlights useful tools for "seeing" and managing the patient experience. From smoothing patient flow to improving access and removing delays, the reader will find useful ideas to improve operational, satisfaction, and financial outcomes.