Date of Conferral

12-1-2025

Date of Award

December 2025

Degree

Doctor of Nursing Practice (DNP)

School

Nursing

Advisor

Corinne Romano

Abstract

This project was an evaluation of a quality improvement initiative that addressed the practice problem of having large volumes of unanswered messages within the patient portal. To increase patient access to the healthcare provider, a literature search was conducted using the practice-focused question: Can standardization of patient portals improve the message turnaround time? In January 2024, a scoping review of nursing message center pools determined 79 pools lacked standardized names and established workflows for 37 ambulatory clinics. Pool names were identified for each clinic and listed using an Excel spreadsheet. Clinic pool members were isolated, and it was determined by the message center team if pools would be renamed, deleted, or deactivated. Standardization of message pool names began in November 2024. As of February 22, 2025, 30 clinics and 68 message pools have been positively affected by this project. This demonstrates a 93% completion rate, and there are 11 message pools for two clinics that need to be renamed. A weekly discern report from February 20, 2024 found 1,499 messages in the pool compared to the weekly discern report one year later (February 20, 2025) which showed only 598 messages in the pool, which was 40% a reduction in messages. Standardization of message pool names contributed to reducing message center burdens for nurses and has successfully reduced nursing workload. Implications of this quality improvement project include positive impacts on nursing practice which reinforces trusting relationships between providers and patients. Changes to the message center will reduce social disparities involving health and promote positive social change within the community. By providing healthcare resources to all patients, this supports diversity, equity, and inclusion.

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