Back to Top Skip to main content Skip to sub-navigation

NMRTU Everett staff collaborate to ensure Patient Centered Care

Image of two military personnel wearing masks The eyes have it...Lt. Courtney Rafferty (standing) and Hospital Corpsman 2nd Class Veronica Vargas of Navy Medicine Readiness and Training Unit (NMRTU) Everett Optometry clinic, along with Mr. Cheryl Miller (not pictured) were commended for modifications made to reduce patient wait times and enhance patient centered care by the Military Health System (MHS) 2020 Advancement towards High Reliability Healthcare Awards Program as a Patient Centeredness Award winner (Official Navy photo).

Recommended Content:

Combat Support | Public Health | Coronavirus

Most people don’t enjoy sitting in a waiting-room waiting for their doctor’s appointment.

Due to response to the COVID-19 pandemic, patients seeking routine eye exams through Navy Medicine Readiness and Training Unit (NMRTU) Everett’s Optometry clinic were experiencing wait times upwards of 30 minutes prior to being called back to the examination room. 

However, through some creativity and ingenuity, the clinic has reduced patient wait time by 87% and increased access to care by 51.4% over the past six months.

The modifications implemented to increase access to care and shorten wait times resulted in NMRTU Everett being commended by the Military Health System 2020 Advancement towards High Reliability Healthcare Awards Program as a Patient Centeredness Award winner.

This recognition program annually recognizes initiative and commitment to the development of systems and processes to help MHS advance into a high reliability organization ensuring safe, reliable care for all patients and their families, promoting a culture that encourages learning, sharing, and continuous improvement. 

“I’m still in shock and humbled our project was selected for the award. I think it signifies that even at a smaller branch health clinic with fewer resources, including staff members and clinic space, there are always opportunities to take ownership and allow staff the creativity to challenge the culture of accepting things as ‘good enough,’” said Navy Lt. Courtney Rafferty, NMRTU Everett Optometry head and team lead for the clinic project entitled, ‘Increasing Access to Care and Minimizing Patient Wait Time to Enhance Healthcare Efficiency and Improve Patient Satisfaction.’

“Cheryl Morris, our Clinical Support Services receptionist, is incredibly helpful and always willing to try new things, keeping track of all the various requirements not only for Optometry but also Physical Therapy and Mental Health,” Rafferty said. “Hospital Corpsman 2nd Class Veronica Vargas has been an incredibly dedicated member of the team. She is the only optician at the clinic and she has developed a level of expertise within Optometry over the past year tantamount to fourth year Optometry externs. Her curiosity and willingness to learn and make suggestions has been essential in our patient care efficiency and implementing new suggestions for continuous process improvements.”

Rafferty also cited Navy Hospitalman 2nd Class Abhiram Nair from the radiology department, who volunteered to assist in the Optometry clinic project.

“HM2 Nair and HM2 Vargas receive countless compliments from patients for their professionalism in customer service. We were also lucky to have Hospitalman Rachel Doyle from Medical Home Port who provided assistance and developed additional improvements like color-coding several hundred contact lens trials to prevent any defects. Lieutenant Commander Cameron Mathie also assisted in providing information for data collection and ideas for improving templating in increasing access to care,” added Rafferty.

Using the business improvement methodology of Lean Six Sigma to promote patient centeredness, Rafferty and her team not only improved overall patient-care, but also enhanced patient and staff satisfaction, while increasing efficiency and delivery of care.

Rafferty affirmed that understanding that patient wait times and access to care are two of the most significant components of overall patient satisfaction rates in health care. Striving to improve the patient’s experience is at the heart of patient centeredness in a high-reliability organization.

“While there is a general consensus that access to care is a valuable metric to track, many may not concede that patient wait times are as critical to monitor. Many studies found that patient wait time was the single biggest indicator for patient satisfaction outcomes in healthcare, regardless of how satisfied the patients are with the provider or care received. Additionally, reducing wait times for patients while increasing access to care requires a look at the efficiency of every single step involved in a patient’s flow through the clinic, so it challenges the staff to find opportunities at every step to improve efficiency,” Rafferty explained.

An unintended consequence of the improvement project was that it also supported the clinic’s response to the pandemic.

“Our project preceded the pandemic outbreak, but proved critical during COVID-19 in mitigating exposure by preventing patients from spending time in the waiting room shared with physical therapy and behavioral health,” Rafferty said. “The steps we took to improve the overall efficiency had the benefit of maintaining minimal patient exam flow times."

  “This project did not end when we submitted it,” Rafferty stated. “We continue to move forward and try new things. I’ve been incredibly lucky to work with sailors who have demonstrated a willingness to suggest new ideas and take risks to find solutions where others may not even see a problem. I am incredibly proud that HM2 Vargas and the sailors have provided additional assistance. Regardless of rate or rank, continuous small changes over time can make a significant and meaningful difference.”

You also may be interested in...

Ventilator Basics (ACVC) (March 19, 2020)

Video
5/11/2020
DHA Seal

Ventilator basics (one mode) for non-intensivists

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Acid Base for the Non-intensivist (March 21, 2020)

Video
5/11/2020
DHA Seal

This video will teach you the etiologies for the various acid-base disorders as well as teach you how to interpret an ABG with a focus on metabolic acidosis and mixed disorders. This will teach you little to nothing about buffering, organic chemistry, biochemistry, etc. This is for practical application at the bedside.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Ventilator Tutorial V500/PB840 Drager (April 10, 2020)

Video
5/11/2020
DHA Seal

Ventilator assembly and input of settings for two common ICU ventilators.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

ICU Nursing Series: Assembling Pressure Tubing (March 31, 2020)

Video
5/11/2020
DHA Seal

This video will review how to assemble pressure tubing to transduce pressures and waveforms from arterial lines and central lines. Connection to an ICU monitor with zeroing is also reviewed.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Awakening Trials, Breathing Trials, and Extubation (March 27, 2020)

Video
5/11/2020
DHA Seal

This video covers safety screens and failure criteria for Spontaneous Awakening Trials (SATs) and Spontaneous Breathing Trials (SBTs). These together form the ABCs of daily care of ICU patients on vents (Airway and Breathing Coordination). Additionally, it covers the criteria that should be met prior to attempting extubation.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Sepsis In The Age of COVID-19 (April 10, 2020)

Video
5/11/2020
DHA Seal

This video will review diagnosis and management of sepsis with some clarifications/alterations that apply during the COVID pandemic. This video is not all inclusive. It is meant as a refresher for non-intensivists.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

BAMCheroes appreciation

Video
4/29/2020
DHA Seal

Our community has been a great source of support! Check out some of the positive feedback Brooke Army Medical Center has received for our incredible healthcare professionals.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

MHS Minute - Military Medicine: On the Front Lines of COVID-19

Video
4/24/2020
The MHS Minute, Special Edition: COVID-19

Agencies across the federal government are partnering up to combat COVID-19. Find out how the Military Health System is doing its part to support the U.S. response to this pandemic, while ensuring our Service members remain ready.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Video Message from LTG Ronald J. Place, MD

Video
4/24/2020
DHA Seal

Thank you for continuing to do your part to help flatten the curve

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Stay Home Slide Show

Video
4/10/2020
DHA Seal

Slide show of photos from BAMC's #stayhome campaign

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

MHS Minute Combatting COVID 19

Video
3/30/2020
The MHS Minute, Special Edition: COVID-19

Agencies across the federal government are partnering up to combat COVID-19. Find out how the Military Health System is doing its part to support the U.S. response to this pandemic, while ensuring our Service members remain ready.

Recommended Content:

Coronavirus | COVID-19 Vaccine Toolkit

Moments in Military Medicine: Blood Donations on the Battlefield

Video
2/4/2020
Moments in Military History

Since January was National Blood Donor Month, learn more about the history of blood donations on the battlefield and the incredible work of the Armed Services Blood Program (ASBP).

Recommended Content:

Combat Support | Armed Services Blood Program | Military Medical History | National Museum of Health and Medicine
<< < 1 2 3 4 > >> 
Showing results 46 - 57 Page 4 of 4

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

Some documents are presented in Portable Document Format (PDF). A PDF reader is required for viewing. Download a PDF Reader or learn more about PDFs.