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Show STANDARDIZATION OF PROVIDER SUPPORT STAFF Jinil Harvey-Wells MSN, APRN, FNP-BC, DNP Student KEY FINDING(S) • Despite the differing levels of educational backgrounds, providers (surgeons) and staff felt confident in the training received on the job to performed expected job duties. • There is cohesiveness within the office which fosters collaboration and a non-threatening work environment. • Template was able to assist the staff to think methodically and in-depth with post surgical calls and teaching. • Some staff didn’t like the “bullet point” list format of the template and felt it was too cumbersome. Additional teaching to utilize the template as more as a guideline, instead of reading the list off to the patient. • Staff strongly felt that the template was useful and applicable. PURPOSE (or AIMS) The aim of this project is to improve communication content and consistency between patients and clinical staff. In a specialty medical office, staff may consist of medical assistants, licensed practical nurses and/or registered nurses. Discrepancies in education, communication skills, critical thinking skills occur because of the varying staff. Trust among colleagues and patients becomes an issue when inaccurate information is given by staff who has good intentions but lacks education to give sound information. • • • • • • • BACKGROUND • In the U.S., the societal title of “nurse” has a broad identification. • There are various educational levels from medical assistant certificate to doctorate/PhD. There is a wide spectrum of provider support roles and minimal public awareness between the educational levels. • • • METHODS Selected specialty medical office, IRB application submitted and determined justification was not needed for this project. Verbal consent obtained from participants (staff and surgeons). Pre-survey developed and completed by staff and surgeons who volunteered to participate in this project. A literature search performed with no discrete national standards being established in a medical office setting. Articles did show that standardization of care diminished use of resources, and improves quality of care. Utilized an electronic medical record to create a new template for post surgical calls. Presented template to staff, staff implemented use of template. Post-survey completed by staff to compare understanding, attitudes, and helpfulness of the new template. CONCLUSIONS/IMPLICATIONS The surgeons attitude and confidence towards staff skills and educational levels met their expectations and within the staffs’ scope of practice. All participants strongly agreed having a good working relationship with each other. All participants either strongly agreed or agreed in the confidence of their educational level to perform job duties. Only MAs had not read the educational surgical handouts, and after the template utilized, all staff had read the handouts. All staff felt that they learned something new after using the template and felt it was very useful. “I liked having the common post surgery items on the template. It made if feel like I was helping the patients to know what to look for. I felt more confident with my call and felt like the patients felt better.” BSN Committee Members: Project Chair – Clint Child DNP, MBA, RN; Specialty Tract Director – Gillian Tufts, DNP, FNP; Associate Dean – Pam Hardin, PhD, RN; Content Expert – Sharla Morgan MSN, APRN, FNP-C |
