Date of Graduation

Summer 2015

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Chenit Ong-Flaherty


This project directly involves the Clinical Nurse Leader (CNL) essential Informatics and Healthcare Technologies, and the CNL role function will be to act as a Team Manager. (AACN, 2013). The global aim of this process improvement is to improve the clinic workflow to increase patient and provider satisfaction in a Patient-Centered Medical Home (PCMH). The need for this project was discovered during the process of applying for PCMH recognition (of which the clinic has now earned level 1), and successful implementation of this project will meet PCMH guidelines. While applying for PCMH recognition, a clinic workflow document had to be drawn up to meet the requirements; it became clear during that workflow assessment that there was no standardized process in place for providers. ABC Clinic is an entirely volunteer-run clinic with no paid clinical positions, and without a clear leader in place, processes were completed by providers however they felt was best. The purpose of this project is to update and refine the clinic workflow in order to better provide patient-centered care and increase both patient and provider satisfaction.The expected results of this project will be an increase in patient and provider satisfaction due to an improved workflow, as well as an increase in reimbursements for the clinic due to the improved provider understanding of billing and the workflow in a PCMH.