This project is a plan to expand services to an existing urgent care department at a large outpatient, ambulatory healthcare organization, Dartmouth-Hitchcock. Since the COVID-19 pandemic, healthcare organizations have had to identify other methods of delivering care to patients, including telehealth. It has been successful in many specialty departments as well as primary care departments to date, however, had not been utilized in the urgent care setting. Through research and patient experience feedback, it is evident that this would be a welcomed service by both physicians and patients at the organization. The method used in this initiative was Plan-Do-Study Act (PDSA) and involved one on one training and at-elbow support. Additionally, job aides and a swim-lane diagram for the workflow were provided to all involved. We will monitor findings by obtaining feedback and reviewing Patient Satisfaction scores which will be periodically reported to department and organizational leadership. Adjustments to the workflow will be made as needed.

A video recording of this presentation is available here.

Project Type


College or School

College of Professional Studies Granite Division

Program or Major

Health Care Management


Winter 2021

MSHCM_Hawes_Jessica_Capstone_Paper.pdf (5154 kB)
Capstone Paper