Date of Graduation

Fall 12-18-2015

Document Access

Restricted Project/Capstone - USF access only

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions


This project is modeled after the Clinical Nurse Leader element of Care Environment Manager which highlights the importance of identifying a client-centered intervention will improve safety, effectiveness, clinical outcomes, efficiency, and quality care. In January 2015, the pediatric ENT office moved our practice to the new UCSF Mission Bay Hospital. A chart review revealed the number of repeat phone calls from the first period of February-April to second period of May-July increased by 48.4%. A root cause analysis showed that there is a lack of adequate education regarding post-operative care. Written education packets were designed to emphasize key factors but to reduce excess information with the aim of reducing the number of repeat post-op phone calls by 10% over by December 2015, 25% March 2015, and 50% by May 2015. The first packets were handed out on October 1st, 2015. At the end of the first Do Cycle on November 26, 2015, the data was gathered using chart review. In October 2015, call volumes were down 14% from September and dropped an additional 22% in November; therefore concluding that providing families with written education prior to the surgery does reduce the number of nursing calls post-operatively. In further PDCA cycles, parental feedback will be used to modify the existing packets. The information will also be translated into multiple languages in order to meet the needs of UCSF’s culturally diverse client group.

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