Doctor of Nursing Practice Program

• Committee Chair Name & Credentials:
  Natasha McClure, DNP, PNP-BC
• Committee Member Name & Credentials:
  Donna McArthur, PhD, FNP-BC, FAANP, FNAP

DNP Project Abstract

Utilization of Online Scheduling in Urgent Care

Purpose
The purpose of this DNP quality improvement project was to assess patient reported barriers to utilization of the online selfscheduling system in one urgent care clinic, and to reduce walk-in rates from 60% to 50% after implementation of a visual management tool with instructions on how to access and use the online scheduling system.

Methods
A 6-question patient survey evaluating barriers to electronic registration guided creation of a visual management to ol to improve utilization of the online scheduling system. This tool provided step by step instructions on how to access online booking and had 3 forms of exposure: a poster in the lobby, a flyer that was hand delivered to each walk-in patient and a placard in each room.

Results
During the implementation period urgent care patients (n=681) were exposed to the visual management tool. Ten walkin patients completed a voluntary survey, 80% (n=8) reported willingness to schedule online for future visits. An 11% increase of online scheduling utilization was observed compared to the same time frame in the previous year.

Implications for Practice
Online scheduling in the urgent care setting to manage volume and workflow has implications for wait time an d patient satisfaction. Though a direct correlation cannot be made to patient behavior change based on the project implementation time, there is promise that guided instruction can assist patients through awareness of the online scheduling system. The use of a visual management tool as standard practice to educate and encourage online booking may be beneficial in reducing wait times in this urgent care clinic, driving improvement in clinic processes and patient experience.