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  • Chamberlain Student’s Innovative Thinking Improves Patient Satisfaction

Chamberlain Student’s Innovative Thinking Improves Patient Satisfaction

March 11, 2013 by Molly Mattison
kathy goodman

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 24th 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

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  • † Chamberlain University is accredited by the Higher Learning Commission (www.hlcommission.org), an institutional accreditation agency recognized by the U.S. Department of Education. The baccalaureate degree program in nursing, master’s degree program in nursing, Doctor of Nursing Practice program and post-graduate APRN certificate program at Chamberlain University are accredited by the Commission on Collegiate Nursing Education, ccneaccreditation.org. The Chamberlain University Doctor of Nursing Practice (delivered via distance education) is accredited by the National League for Nursing Commission for Nursing Education Accreditation (NLN CNEA) located at 2600 Virginia Avenue, NW, Washington, DC 20037. Chamberlain University’s Master of Public Health Program is accredited by the Council on Education for Public Health, www.ceph.org. For the most updated accreditation information, visit chamberlain.edu/accreditation. Chamberlain University’s Master of Social Work degree program is accredited by the Council on Social Work Education’s Board of Accreditation, www.cswe.org. Detailed accreditation information for Chamberlain’s Master of Physician Assistant Studies (MPAS) programs can be found at this link

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