Defining urgent vs. non-urgent messaging in primary care to standardize workflow : a DNP project

Problem: There is a lack of communication concerning the purpose, use, and boundaries of urgent vs. non-urgent messaging between call center staff, triage nurses, and providers. This is leading to mislabeling of such messaging and causing subsequent stress and frustration for triage nurses and providers. Purpose: The purpose of this doctoral project is to improve the process of urgent vs. non-urgent messaging using EHR templates (i.e., text macros) and corresponding algorithms as demonstrated by increased staff satisfaction. Methods: Key stakeholder interviews and a thorough literature review were completed to determine interventions. 10 common patient inquiries were identified; five urgent and five non- urgent. Corresponding text macros and algorithms were created to assist with decision making and documentation. To educate staff on implementation, instructional sessions were performed, and visual aids of the text macros and algorithms were provided. Research revealed that EHR templates (i.e., text macros) increase patient safety, documentation quality, workplace efficiency, and staff satisfaction. Pre-, intra-, and post-intervention surveys were completed to assess these themes. The PDSA QI Model was utilized and adhered to throughout this project. Results: The pre-, intra-, and post-intervention survey results demonstrated a positive trend in staff satisfaction regarding the electronic messaging process after implementing the EHR templates and algorithms, supporting the four themes identified in the literature (i.e., patient safety, documentation quality, workplace efficiency, and staff satisfaction). Conclusions: EHR templates (i.e., text macros) and corresponding algorithms can be used to increase documentation quality, workplace efficiency, and staff satisfaction. This ultimately improves patient safety. Clinical recommendations include using this project as a guide to standardize workflow in urgent vs. non-urgent messaging.

Authors dc:creator

• Bailey, Kennedy
• Cooney, Kendal

Contributors dc:contributor

• Hinkle, Jeneen

• Communication in medicine
• Medical protocols
• Medical records--Data processing

Statement dc:rights

• In Copyright

Language dc:language

English

Identifier

dnp:68
oclc:1569639927
local:R_3Dx6mol45NPmlGs

OAI identifier oai:identifier

oai:d.lib.msu.edu:dnp_68