NURS-FPX 9100 Defining Nursing Doctoral Project Project Charter Table 1: Project Charter Information
NURS-FPX 9100 Defining Nursing Doctoral Project
Project Charter
Table 1: Project Charter Information
| Field | Information |
|---|---|
| Project Name | Provider Inbox Management Optimization (PIMO): Creating the Optimal Inbox |
| Project Site | Adelante Healthcare – Adult and Family Medicine |
| Contact at Site | Name with credentials: Robert Babyar, MD, Chief Medical Officer |
| Organizational Email: robert.babyar@adelantehealthcare.org | |
| Phone Number: 877-809-5092 | |
| Preceptor | Name with credentials: Adita Flagg |
| Email: adita.flagg@adelantehealthcare.org | |
| Phone Number: 877-809-5092 | |
| Executive Sponsor | Chief Executive Officer (CEO) of Adelante Healthcare |
| The CEO is the key person responsible for the overall productivity and operation of the company. The CEO is instrumental in providing fiscal, political, and networking support. |
Table 2: Gap Analysis
| Field | Part 1 Project Charter Information |
|---|---|
| Gap Analysis | A January 2023 report revealed 75% of patient messages are not reviewed or addressed in the first three days. The Quality Department identified this problem following an investigation into delayed patient responses. Currently, no response time policy, procedure, or guideline is in place. The practice gap was identified in May 2022, and a root cause analysis was conducted. Appendix A shows a Fishbone diagram for the practice gap. The desired state involves implementing an evidence-based intervention, a response time policy. The 2023 National Patient Safety Goals published by The Joint Commission focus on improving communication among caregivers. Organizations devoting time to optimizing provider inbox management is proven to lead to information overload and has been found to be a leading contributor to job dissatisfaction and provider burnout (Murphy, Satterly, Giardina et al., 2019). |
Table 3: Evidence to Support the Need
| Field | Part 1 Project Charter Information |
|---|---|
| Evidence to Support the Need | Reviewing evidence-based interventions for inbox optimization, common themes emerged. Implementing a response-time policy demonstrated improved efficiency among clinical staff, higher patient engagement, increased involvement from nonprovider clinical staff, and timelier messaging and results sharing with patients engaged in portal messaging systems. It is imperative that appropriate policies and procedures are developed and then implemented for governing patient online portal use. The need for policy improvements is corroborated in the study by Hefner et al. (2019), as the researchers describe how policies need to be either revamped or established that require healthcare providers to undertake adequate training and education. Similarly, the findings of Lieu et al. (2019) also support the need for policy improvements that are used to oversee physician-to-physician training, as there are many different strategies that can be employed to improve how physicians manage their inboxes and respond to patients. Reynolds et al. (2021) found that patient portals must offer virtual patient-provider interactions and contextualized medical advice. NURS FPX 9100 Assessment 6 Project Charter Through these initiatives of response time policy creation and implementation, staff training of the organization’s inbox portal, and training on policy requirements, staff will learn how to better manage this patient portal secure messaging to ensure that patients are being responded to in a timely manner. Similarities are seen with Reynolds’ and Lieu’s findings that identify employee training as a crucial component to support policy implementation. Huang et al.’s (2022) study showed differential patient-provider communication patterns across various care settings and practice roles. Findings from this study indicate opportunities for care teams exist to optimize their inbox messaging system, helping to balance the workload and promote optimal efficiency. Securing and implementing policy changes within healthcare faci
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