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Improving continuity of care in urgent care
Dissertation   Open access

Improving continuity of care in urgent care

Sharee' Morgan
Doctor of Nursing Practice (D.N.P.), Drexel University
22 May 2022
DOI:
https://doi.org/10.17918/00001522
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Abstract

Continuum of care Medical records--Data processing Workflow management systems
Introduction: Urgent care clinics are quick, convenient, and fit easily into the busy lifestyles of Americans. After an urgent care encounter, a patient's medical management and follow-up care with their primary care provider becomes inconsistent. This is especially problematic for adults 65 and older and individuals with chronic co-morbid conditions. The use of innovative technology, such as the electronic medical records and online patient portals, are proven to improve workflows and facilitate continual patient care. An urgent care clinic, founded by a healthcare system in southern New Jersey, established a need to improve patient follow-up care after an urgent care encounter. Method: Using the Plan-Do-Check-Act refinement methodology, this quality improvement project implemented a change in the current workflow to include a check-in and check-out process. The redesigned workflow incorporated innovative online technology, which quantitatively demonstrated an increase follow-up and continuity of care. Results: Through quantitative statistical analysis, each enrolled participant had either a new or established primary care provider and a definitive follow-up plan. Each participant had an online patient portal link sent via SMS or email. The McNemar test determined a statistically significant increase in follow-up based on the recommendation of the urgent care provider ([chi]2(1) = 52.019, p < .001). Conclusion: The improved workflow provided each participant the tools to stay engaged with their PCP and to close the gap of inconsistent care. Health information technology, in the way of electronic medical records (EMRs) and online patient portals, are essential to increase and improve continual health management.

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