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 Improving Call Experience Using Kumquat
This team’s project focused on reducing the percentage of escalated calls at the Medical Group Call Center by 50 percent over six months in order to increase patient satisfaction. This team, working with stakeholders in the call center and primary care sites, and using an iterative design process, developed a tool to monitor and give feedback to call center patient service representatives. During the intervention cycle, 65 calls were monitored with only one call escalated. Quality measures in the tool include percentage of calls monitored, number of esca- lated calls, and patient service representative ratings to help improve the overall call experience when calling the call center to schedule a routine or same day appoint- ment, request prescription refills or speak to a nurse.
Front row, Victoria Varga, MSN, APRN, Nurse Practitioner Resident; Brianna Buzzuro, MSN, RN III, Christiana Hospital ED; Dhara Shah, D.O., Internal Medicine, PGY-2; Kristen Isaac, MPH, Palliative Care. Back row, Mukarram Razvi, D.O., Family Medicine, PGY-3; Bryan Haimes, M.D., MPH, Internal Medicine-Pediatrics, PGY-2; Neil Gaskill, D.O., Internal Medicine, PGY-2.
   Do You Really Need that EKG Stat?
This project was designed to increase the rate of stat EKGs completed within 15 minutes at Christiana Hospital. The team piloted the use of “timed” orders for urgent EKGs that are not needed immediately and provided specific time expectations for stat and routine orders. This, in turn, would help EKG techs better prioritize
which units/patients to respond to first. Stat EKGs on
the two pilot units went from 43 percent completed
within 15 minutes to 59 percent for a 39 percent overall improvement, which exceeded the team’s goal.
Front, Caitlin Ingraham, M.D., OB/Gyn PGY-1; Wallesca Castro Rodriguez, Psy.D. candidate, Helen F. Graham Cancer Center; Karen Ellis-Brisbon, MSN, APRN, Nurse Practitioner Resident; Dana Thompson, MPH, Research Associate, Maternal Fetal Medicine. Back, Joseph Lee, D.O., Internal Medicine, PGY-2; Shawn Naqvi, D.O., Internal Medicine, PGY-2; Arjun Patel, BA, MS3, Sidney Kimmel Medical College Branch Campus Medical Student.
 Help, I Need Somebody ... Not Just Anybody
This opportunity was to improve the satisfaction of 5A medical unit nurses with their ability to identify and contact the appropriate Internal Medicine teaching primary team at Christiana Hospital by 25 percent within two weeks. The current-state analysis revealed that the existing process to place the teaching team color in the admission orders occurred unreliably, and even when it was present, the color alone did not easily identify the correct teaching team as listed in the Vocera system. This team developed a macro with Vocera-specific language that narrowed the list of teaching team options that appear in Vocera from 34 when only the team color was entered to one correct option when the Vocera specific macro was used. A post-intervention survey revealed that almost 80 percent of the nurses had seen the newly formatted order, and of those, 100 percent agreed that it made it much easier to identify the correct teaching team member to contact.
Front, Richard Cui, M.D., Internal Medicine, PGY-2; Gabriela Fioravanti, MSN, RN III, CEN, Wilmington Hospital Emergency Department; Richard Wittmeyer III, D.O., General Surgery PGY-4; Ashley Panichelli, M.D., Family Medicine, PGY-3. Back, Hammad Sattar, D.O., Internal Medicine, PGY-3; Heather Brown, M.D., Internal Medicine-Pediatrics, PGY-2; Matthew Koterwas, MSN, FNP, Nurse Practitioner Resident; Courtney Condiracci, Psy.D. Candidate, Heart and Vascular.
| Extraordinary People
The ACT course is held twice yearly from September-December and January-April. For more information, contact Education Coordinator Theresa Fields or course director Carol Kerrigan Moore at
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