Chamberlain Student’s Innovative Thinking Improves Patient Satisfaction

Kathy Goodman, RN, BBA, a student in Chamberlain’s RN-BSN online option, saw an opportunity to make a positive change in her hospital and made it happen. As a result of her efforts, she’s been recognized with a “Think Innovations” award by her hospital and will showcase her findings at two prestigious nursing conferences this year.

Goodman, who resides in Houston, Texas, works as a nurse manager in the ambulatory care clinic at Harris Health System and is preparing for National Committee for Quality Assurance (NCQA) reaccreditation in May 2013.

“Ambulatory care nursing is all about preventative care and management of chronic disease,” Goodman said. “Your goal is to educate the patient on disease management and encourage preventative screenings.”

Goodman noticed that many patient visits were for issues that could be managed by phone consultations – for instance, a patient might schedule an appointment for a prescription refill, or to follow up with their doctor for the results of a diagnostic test.

To better serve patients, Goodman created and implemented a standard worksheet for use by the practice team, which allows nurses to better review and analyze data prior to a patient’s visit. Following a comprehensive chart review, nurses then huddle with physicians and technicians to discuss the patient’s needs. Goodman received guidance during this process from Chief Nursing Officer Linda Keenan, RN-BC, BSN, MPA, NMCC, CPUR, also a Chamberlain College of Nursing RN-BSN online option graduate.

With the adoption of the worksheet and new workflow, the ambulatory health center at Harris Health System saw a 5% decrease in appointment no-shows and an 89% Patient Satisfaction rate for overall nursing care during the pilot period. Beyond the numbers, the new process promotes professional partnership between care team members, physicians and nursing staff, as well as helping patients, Goodman said.

“It helps us build up a more personal relationship with the patient, where they trust you more in providing care and managing their disease,” she said. “It adds value to the nursing practice.”

In July, Goodman will head to Prague in the Czech Republic to give an oral presentation at the Honor Society of Nursing, Sigma Theta Tau International 24^th International Nursing Research Congress. In April, she will have a poster presentation, “Team Huddle: Best Practice Care Coordination Management in Ambulatory Care Services,” at the annual conference of the American Academy of Ambulatory Care Nursing (AAACN).

Please join us in congratulating Kathy on her tremendous achievements and ongoing work to improve patient outcomes!

By Molly Mattison