Children's Hospitals Today - Summer 2022 - 19

MESSAGING / FEATURE
to patient messages and identify
pitfalls. The project team started by
interviewing multiple stakeholders-
including medical assistants, nurses
and clinicians-about their attitudes
and experiences with patient portal
messages and asking them to identify
barriers and solutions based on
their experience.
Then the team mapped the current
process. Each member of the diverse
team-a quality improvement coach,
triage nurse, medical assistant, pediatrician,
and nurse who manages
the EHR software-provided perspectives
on the workflow and revealed
several mistakes at each step:
Message arrives in the medical
assistant pool. At this step, medical
assistants were trying to answer the
message but did not have the clinical
knowledge to do so. Or the message
was routed to the wrong place (for
example, to the physician when
it should have gone to the nurse).
Sometimes, for various reasons, the
message was not routed at all.
Message goes to nurse triage pool.
Nurses were double-charting because
they had to call the patient and then
route both the phone call and the
message to the physician.
Message goes to provider. The
message was overlooked among the
other messages in the provider's inbox.
To understand whether these findings
resonated with other clinicians
and staff, and to identify additional
areas for improvement, the team
created a short survey. The baseline
survey was sent to all pediatric
providers and used Likert scales to
evaluate their experiences with the
portal messaging system. The survey
included questions on their level of
knowledge using the system, satisfaction
with the current workflow,
ease of responding to a message, confidence
in responding to or routing a
message, and frustration with their
2.
Message goes to
nurse triage pool
3.
Message goes to
provider inbox
The provider verifies that
this message does not
need nurse triage and then
responds to the message.*
After receiving the message,
the triage nurse makes one
of three decisions:*
Makes an
appointment
for the patient
Sends message
to provider
Escalates to
emergency
department
CHILDREN'S HOSPITALS TODAY Summer 2022
19

Children's Hospitals Today - Summer 2022

Table of Contents for the Digital Edition of Children's Hospitals Today - Summer 2022

Contents
Children's Hospitals Today - Summer 2022 - Cover1
Children's Hospitals Today - Summer 2022 - Cover2
Children's Hospitals Today - Summer 2022 - Contents
Children's Hospitals Today - Summer 2022 - 2
Children's Hospitals Today - Summer 2022 - 3
Children's Hospitals Today - Summer 2022 - 4
Children's Hospitals Today - Summer 2022 - 5
Children's Hospitals Today - Summer 2022 - 6
Children's Hospitals Today - Summer 2022 - 7
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Children's Hospitals Today - Summer 2022 - 15
Children's Hospitals Today - Summer 2022 - 16
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Children's Hospitals Today - Summer 2022 - 18
Children's Hospitals Today - Summer 2022 - 19
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Children's Hospitals Today - Summer 2022 - 21
Children's Hospitals Today - Summer 2022 - 22
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Children's Hospitals Today - Summer 2022 - 24
Children's Hospitals Today - Summer 2022 - 25
Children's Hospitals Today - Summer 2022 - 26
Children's Hospitals Today - Summer 2022 - 27
Children's Hospitals Today - Summer 2022 - 28
Children's Hospitals Today - Summer 2022 - Cover3
Children's Hospitals Today - Summer 2022 - Cover4
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https://www.nxtbook.com/nxtbooks/cha/cht_winter_2022
https://www.nxtbook.com/nxtbooks/cha/cht_fall_2021
https://www.nxtbook.com/nxtbooks/cha/cht_2018spring
https://www.nxtbook.com/nxtbooks/cha/cht_2018winter
https://www.nxtbook.com/nxtbooks/cha/cht_2017fall
https://www.nxtbook.com/nxtbooks/cha/cht_2017summer
https://www.nxtbook.com/nxtbooks/cha/cht_2017spring
https://www.nxtbook.com/nxtbooks/cha/cht_2017winter
https://www.nxtbook.com/nxtbooks/cha/cht_2016fall
https://www.nxtbook.com/nxtbooks/cha/cht_2016summer
https://www.nxtbook.com/nxtbooks/cha/cht_2016spring
https://www.nxtbook.com/nxtbooks/cha/cht_2016winter
https://www.nxtbook.com/nxtbooks/cha/cht_2015fall
https://www.nxtbook.com/nxtbooks/cha/cht_2015summer
https://www.nxtbook.com/nxtbooks/cha/cht_2015spring
https://www.nxtbook.com/nxtbooks/cha/cht_2015winter
https://www.nxtbook.com/nxtbooks/cha/cht_2014fall
https://www.nxtbook.com/nxtbooks/cha/cht_2014summer
https://www.nxtbook.com/nxtbooks/cha/cht_2014spring
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