Date of Conferral

4-30-2026

Degree

Doctor of Nursing Practice (DNP)

School

Nursing

Advisor

Catherine Garner

Abstract

This evidence-based quality improvement (EBQI) project addresses the 36% telehealth no-show rate at an outpatient behavioral health clinic in Maryland. High attrition rates currently compromise continuity of care and result in a projected annual revenue loss of $124,000. The present project proposed a standardized workflow redesign in the current Integrated Care Approach (ICA) notes Electronic Health Record (EHR) system to address the manual outreach inconsistency. Significant interventions involved the activation of automated multimodal reminders at 72-hour, 24-hour, and 1-hour intervals, and the obligatory 24-hour technical pre-verification connection. Moreover, the project introduced a systematic 48-hour follow-up procedure of missed visits to record root causes as technical failures or forgetfulness and match these trends with the primary psychiatric diagnoses. With the switch to this high-reliability, automated framework, the clinic projected a decrease in the no-show rate to 10% in a pilot study period of 10 weeks. This program made use of the available clinical resources without incurring new capital expenditure, and this guaranteed longevity and quality care to the vulnerable psychiatric population.

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