Open Forum

Wondering what productivity metric's people are using for message pool completion work.
For example: RN's who are doing message pool work triage type work and RX refills. 
Thanks 
Karla

------------------------------
Karla Schroeder, DNP, RN, ANP-BC, MHA, NE-BC
ACNO
Emory Health Care
Atlanta, GA
karla.schroeder@emoryhealthcare.org
------------------------------

Good Morning Karla, 

We are moving down this path as we speak. Our clinical teams have long provided feedback that the during on the Epic in-basket with triage, clinical calls, results management and now patient portal messages through MyChart have exploded and our current staffing models do not fit the demand. We have traditionally used the pRVU metric to identify staffing increases, but believe this is obsolete. We also have approached epic a few times to provide feedback on our in-basket efficiency. That hasn't been received with much response. Our next steps at OSF are to move forward with in-basket optimization projects that support our next upgrade, enhanced workflows to come to standards on routing and protocols of message types and next quantify metrics using the in-basket reporting available in Epic. We are going to marry this all together to develop a "precision staffing" model. We are currently bringing all our practices up and on API staffing and scheduling to better see acorss our 200+ clinics what the resources look like. It's going to be a journey but I think this is a large enough issue that perhaps a task force or at least a group of us should come together and solve these dilemmas facing ambulatory nursing practice. I am happy to participate or even reach out to AAACN - thanks for posting your question! What have you tried?

------------------------------
Sarah C. Overton MSN, RN
Chief Nursing Officer/VP Clinical Services OSF MultiSpecialty Services
800 NE Glen Oak Ave
Peoria, Il 61603
p. (309)683-7253 c. (309)264-7670 f. (309)624-2834
"Serving with the greatest care and love"

www.osfhealthcare.org
------------------------------

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone


Original Message:
Sent: 7/29/2022 9:24:00 AM
From: Sarah Overton
Subject: RE: Message Pool Productivity Question

Good Morning Karla, 

We are moving down this path as we speak. Our clinical teams have long provided feedback that the during on the Epic in-basket with triage, clinical calls, results management and now patient portal messages through MyChart have exploded and our current staffing models do not fit the demand. We have traditionally used the pRVU metric to identify staffing increases, but believe this is obsolete. We also have approached epic a few times to provide feedback on our in-basket efficiency. That hasn't been received with much response. Our next steps at OSF are to move forward with in-basket optimization projects that support our next upgrade, enhanced workflows to come to standards on routing and protocols of message types and next quantify metrics using the in-basket reporting available in Epic. We are going to marry this all together to develop a "precision staffing" model. We are currently bringing all our practices up and on API staffing and scheduling to better see acorss our 200+ clinics what the resources look like. It's going to be a journey but I think this is a large enough issue that perhaps a task force or at least a group of us should come together and solve these dilemmas facing ambulatory nursing practice. I am happy to participate or even reach out to AAACN - thanks for posting your question! What have you tried?

------------------------------
Sarah C. Overton MSN, RN
Chief Nursing Officer/VP Clinical Services OSF MultiSpecialty Services
800 NE Glen Oak Ave
Peoria, Il 61603
p. (309)683-7253 c. (309)264-7670 f. (309)624-2834
"Serving with the greatest care and love"

www.osfhealthcare.org
------------------------------

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC


Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone


Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 8/1/2022 9:46:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Hi,
This is an area we struggle with as well.  Epic has not been forthcoming with meaningful reports to capture the work being done in our blended call center.  They do not seem to understand the need for these numbers.  I would be very interested in participating in a group meeting to brainstorm some ideas.

Colleen Durr, BSN, RN
Clinical Supervisor |Centralized Nurse Triage
 Edward Elmhurst Medical Group

------------------------------
Colleen Durr
Supervisor, Central Nurse Triage
Edward Elmhurst Health
Westmont IL
(331)221-9097
------------------------------

Original Message:
Sent: 08-01-2022 09:45
From: Karla Schroeder
Subject: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone



Original Message:
Sent: 7/29/2022 9:24:00 AM
From: Sarah Overton
Subject: RE: Message Pool Productivity Question

Good Morning Karla, 

We are moving down this path as we speak. Our clinical teams have long provided feedback that the during on the Epic in-basket with triage, clinical calls, results management and now patient portal messages through MyChart have exploded and our current staffing models do not fit the demand. We have traditionally used the pRVU metric to identify staffing increases, but believe this is obsolete. We also have approached epic a few times to provide feedback on our in-basket efficiency. That hasn't been received with much response. Our next steps at OSF are to move forward with in-basket optimization projects that support our next upgrade, enhanced workflows to come to standards on routing and protocols of message types and next quantify metrics using the in-basket reporting available in Epic. We are going to marry this all together to develop a "precision staffing" model. We are currently bringing all our practices up and on API staffing and scheduling to better see acorss our 200+ clinics what the resources look like. It's going to be a journey but I think this is a large enough issue that perhaps a task force or at least a group of us should come together and solve these dilemmas facing ambulatory nursing practice. I am happy to participate or even reach out to AAACN - thanks for posting your question! What have you tried?

------------------------------
Sarah C. Overton MSN, RN
Chief Nursing Officer/VP Clinical Services OSF MultiSpecialty Services
800 NE Glen Oak Ave
Peoria, Il 61603
p. (309)683-7253 c. (309)264-7670 f. (309)624-2834
"Serving with the greatest care and love"

www.osfhealthcare.org
------------------------------

Original Message:
Sent: 8/3/2022 10:43:00 AM
From: Colleen Durr
Subject: RE: Message Pool Productivity Question

Hi,
This is an area we struggle with as well.  Epic has not been forthcoming with meaningful reports to capture the work being done in our blended call center.  They do not seem to understand the need for these numbers.  I would be very interested in participating in a group meeting to brainstorm some ideas.

Colleen Durr, BSN, RN
Clinical Supervisor |Centralized Nurse Triage
 Edward Elmhurst Medical Group

------------------------------
Colleen Durr
Supervisor, Central Nurse Triage
Edward Elmhurst Health
Westmont IL
(331)221-9097
------------------------------


Original Message:
Sent: 08-01-2022 09:45
From: Karla Schroeder
Subject: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone

Hello Karla,
We are currently developing our triage services in our ambulatory, multidisciplinary oncology clinic and I would love to be a part of this group meeting. 
Thank you,


------------------------------
Deanna Schlifke
RN Manager
Providence Saint John's Health Center
Los Angeles CA
------------------------------

Original Message:
Sent: 08-01-2022 09:45
From: Karla Schroeder
Subject: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone



Original Message:
Sent: 7/29/2022 9:24:00 AM
From: Sarah Overton
Subject: RE: Message Pool Productivity Question

Good Morning Karla, 

We are moving down this path as we speak. Our clinical teams have long provided feedback that the during on the Epic in-basket with triage, clinical calls, results management and now patient portal messages through MyChart have exploded and our current staffing models do not fit the demand. We have traditionally used the pRVU metric to identify staffing increases, but believe this is obsolete. We also have approached epic a few times to provide feedback on our in-basket efficiency. That hasn't been received with much response. Our next steps at OSF are to move forward with in-basket optimization projects that support our next upgrade, enhanced workflows to come to standards on routing and protocols of message types and next quantify metrics using the in-basket reporting available in Epic. We are going to marry this all together to develop a "precision staffing" model. We are currently bringing all our practices up and on API staffing and scheduling to better see acorss our 200+ clinics what the resources look like. It's going to be a journey but I think this is a large enough issue that perhaps a task force or at least a group of us should come together and solve these dilemmas facing ambulatory nursing practice. I am happy to participate or even reach out to AAACN - thanks for posting your question! What have you tried?

------------------------------
Sarah C. Overton MSN, RN
Chief Nursing Officer/VP Clinical Services OSF MultiSpecialty Services
800 NE Glen Oak Ave
Peoria, Il 61603
p. (309)683-7253 c. (309)264-7670 f. (309)624-2834
"Serving with the greatest care and love"

www.osfhealthcare.org
------------------------------

Original Message:
Sent: 8/9/2022 2:10:00 PM
From: Deanna Schlifke
Subject: RE: Message Pool Productivity Question

Hello Karla,
We are currently developing our triage services in our ambulatory, multidisciplinary oncology clinic and I would love to be a part of this group meeting. 
Thank you,


------------------------------
Deanna Schlifke
RN Manager
Providence Saint John's Health Center
Los Angeles CA
------------------------------


Original Message:
Sent: 08-01-2022 09:45
From: Karla Schroeder
Subject: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

Original Message:
Sent: 7/30/2022 5:38:00 AM
From: Karla Schroeder
Subject: RE: Message Pool Productivity Question

Good morning thanks so much for your response. We have done a lot of work around discovery and message management. I have a team helping look at what is actually in the message pools, volumes, trends and patterns. We created a digital staffing matrix after doing Gemba with teams and are in the proof of concept phase. We have also gone live with some new tech- Verizon, and UKG and have some decent data. Would live to chat further with others and share best practices and solutions.
Karla

Sent from my iPhone

Original Message:
Sent: 8/10/2022 10:57:00 AM
From: Jody Will
Subject: RE: Message Pool Productivity Question

I would also like to be a part of this meeting!

 

Jody Will, BSN RN | Clinical Instructor, Clinical Education

Sarah Bush Lincoln Health System | www.sarahbush.org

(217) 238-4772 | JWill@sblhs.org

 

 

---

CONFIDENTIALITY NOTICE: This email/telefax message and any documents accompanying this transmission may contain privileged and/or confidential information and is intended solely for the addressee(s) named above. If you are not the intended addressee/recipient, you are hereby notified that any use of, disclosure, copying, distribution, or reliance on the contents of this email/telefax information is strictly prohibited and may result in legal action against you. Please reply to the sender advising of the error in transmission and immediately delete/destroy the message and any accompanying documents. Thank you.

Original Message:
Sent: 8/9/2022 2:10:00 PM
From: Deanna Schlifke
Subject: RE: Message Pool Productivity Question

Hello Karla,
We are currently developing our triage services in our ambulatory, multidisciplinary oncology clinic and I would love to be a part of this group meeting. 
Thank you,


------------------------------
Deanna Schlifke
RN Manager
Providence Saint John's Health Center
Los Angeles CA
------------------------------


Original Message:
Sent: 08-01-2022 09:45
From: Karla Schroeder
Subject: Message Pool Productivity Question

Hi all sounds like lots of interest in this- let me get a group meeting set up. I am on vacation currently so will do next week. Keep the comments flowing!
Karla

Sent from my iPhone



Original Message:
Sent: 8/1/2022 12:38:00 AM
From: Amy Cadoret
Subject: RE: Message Pool Productivity Question

Karla,

Need you to share this work with me! In a workgroup now developing standards for capacity and staffing models.

Thanks,

Amy Cadoret, MHA, MSN, NEA-BC, AMB-BC



Original Message:
Sent: 7/31/2022 5:19:00 PM
From: Stephanie Witwer
Subject: RE: Message Pool Productivity Question

Good Afternoon,

I have long been interested in the development of workload measures for ambulatory care nursing.  Inbasket is certainly one of the larger categories of work that staff perform.  I agree that it would be a great idea to explore this further and could be a key part of development of AC workload measures.

Regards,

Stephanie

I am very interested in participating in this meeting as well.  It's a constant conversation that we're having. 

Thank you!
Joelle Toal
AVP of Clinical Operations
jtoal@evergreenhs.org
Evergreen Health

I too am very interested in joining this discussion. We are at the beginning of the creation of our Ambulatory Nurse service line and are interested in how best to tackle this.

------------------------------
Dotty Parker
Director Nursing- Ambulatory Clinical Quality
Montage Medical Group
Monterey CA
(831)265-3989
------------------------------

I am also interested in participating.  We struggle with a lot in primary care at Bozeman Health.  We are hoping that when we go live with our own instance of Epic that we will be able to track time in the in basket much more closely.

Michele Maisey, RN, MSN
Primary Care Nurse Manager
Bozeman Health Cottonwood Clinic
Bozeman, MT
mmaisey@bozemanhealth.org

------------------------------
Michele Maisey
Primary Care Nurse Manager
Bozeman Health
Bozeman MT
------------------------------

I would be very interested in participating in the workgroup. We use Athena Clinicals which does provide some insight into average daily documents & days documents open at the department level but not delineated by document type. I wholeheartedly agree with the comments about document management exploding. Our teams are working to separate patient facing activities from document management (to decrease work stoppage & improve patient visit throughput). We are also centralizing some functions and leveraging remote work for this to improve reliability & efficiency.

------------------------------
Katharine Green BSN,RN
Clinical Quality & Data Management
Southwestern Vermont Medical Center
Bennington VT
802-999-1888
------------------------------

Original Message:
Sent: 8/4/2022 9:38:00 AM
From: Katharine Green
Subject: RE: Message Pool Productivity Question

I would be very interested in participating in the workgroup. We use Athena Clinicals which does provide some insight into average daily documents & days documents open at the department level but not delineated by document type. I wholeheartedly agree with the comments about document management exploding. Our teams are working to separate patient facing activities from document management (to decrease work stoppage & improve patient visit throughput). We are also centralizing some functions and leveraging remote work for this to improve reliability & efficiency.

------------------------------
Katharine Green BSN,RN
Clinical Quality & Data Management
Southwestern Vermont Medical Center
Bennington VT
802-999-1888
------------------------------

I would definitely be interested in this workforce as well. Please include me on the call.


------------------------------
Melanie Wolcott, MBA, RNC
Operations Manager
BirthCare HealthCare
Preferred Pronouns: She/Her/Hers

College of Nursing
10 South 2000 East, Rm 3315
Salt Lake City, UT 84112-5880
801.585.0293 office │ 801.585.9345 fax
------------------------------

I would like to follow this thread, as well.

------------------------------
Melissa Quaid BSN RN NE-BC
Ambulatory Nursing Practice Manager
Kootenai Health
Coeur d'Alene ID
------------------------------

I would like to be included as well. We are Epic users and have been working on dashboard development to better understand and quantify productivity for our remote RN triage team. Progress is slow and it is difficult to quantify the work completed in Epic per user.

------------------------------
Toni Wendling MSN, RN
Administrative Director of Primary Care
Stormont Vail Health
Topeka KS
785-354-0558
twendlin@stormontvail.org
------------------------------

I would also be very interested in how to quantify the in-basket productivity.

------------------------------
Pat Shirey MS,RN,AMB-BC
VP of Clinic Operations
Parkland Health & Hospital Sys
Dallas TX
(214)590-0531
------------------------------