The Plan-Do-Study-Act (PDSA) model is a well-documented and highly utilized framework in healthcare quality improvement initiatives. Its iterative nature makes it an ideal choice for this project, which aims to enhance provider inbox management and reduce patient care delays by implementing a structured response time policy. PDSA cycles will be initiated at the project’s onset and conducted weekly throughout its duration. This approach allows for real-time assessment of implemented changes, enabling timely adjustments to interventions and progressing toward the desired outcomes. Pre-implementation data will serve as a baseline for comparison with post-implementation results, which will be shared with the project team and executive stakeholders. These findings will inform future recommendations and foster continuous quality improvement.
| Metric | Definition | Goal |
|---|---|---|
| Outcome Measure | Percentage of provider messages responded to within 24 business hours. | Providers will respond to 85% of messages within the 24-business-hour timeframe. |
| Process Measure | Percentage of messages reviewed by clinical staff within 12 hours of receipt. | Clinical staff will review 90% of incoming messages within 12 hours of notification. |
| Balancing Measure | Identification of any negative impacts on other workflows or areas of care. | Ensure that new processes do not cause delays or complications in other patient care areas. |
| Aspect | Details |
|---|---|
| Data to be Collected | Total messages received, total responses sent, messages reviewed within 12 hours. |
| Data Collection Team | Data analysts from the Health Information Systems (HIS) team. |
| Timeline | Baseline data collected on January 2, 2023, with weekly reviews during implementation. |
| Storage | Secure organizational laptops with password protection and VPN safeguards. |
| Protection | Access limited to authorized personnel; diversity and equity considerations incorporated. |
The data will be stratified by gender, race, ethnicity, age, disability, and socioeconomic status to identify disparities and inform equity-driven improvements. These findings will guide strategies to address population health challenges.
| Category | Details |
|---|---|
| Strengths | Expertise of project team, improved patient care, enhanced clinical satisfaction, and revenue growth. |
| Weaknesses | Potential adherence issues, resource constraints, and lack of empowerment among clinical staff. |
| Opportunities | Talent retention, timelier communication, and improved patient advocacy through inbox optimization. |
| Threats | Staff turnover, system downtimes, and challenges in gaining stakeholder buy-in. |
Akbar, F., Mark, G., Prausnitz, S., Warton, E. M., East, J. A., Moeller, M. F., Reed, M. E., & Lieu, T. A. (2021). Physician stress during electronic health record inbox work: In situ measur
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