Date of Award

Summer 2022

Project Type


College or School




Program or Major

Direct-Entry Masters of Nursing

Degree Name

Master of Science

First Advisor

Pamela Kallmerten

Second Advisor

Carlene Ferrier


Background: Inappropriate use of the VAMC UCC can translate to delays in care and costly transfers. A local VAMC UCC noted that many of their veterans presented for care at the UCC rather than choose to seek care at a local emergency department. This quality improvement project focused on the impact of educational handouts in improving understanding of the VAMC UCC capabilities to overall reduce inappropriate visits and delays in patient care. Methods: Veteran participants utilizing the UCC (n = 10) completed pre-intervention surveys regarding their current health literacy using the Brief Health Literacy screening tool (BRIEF), as well as current knowledge on the VAMC UCC. Participants also completed a quiz on which facilities they would use for certain conditions, such as chest pain or cold symptoms. Following the pre-intervention survey, participants were provided with an educational handout summarizing the appropriate uses of the UCC as well as frequently asked questions about the VAMC. Results: The post-intervention survey responses resulted in a 4% improvement in knowledge about use of UCC and emergency services, and 80% of the participants stating they would use this handout in the future when choosing health care services. Conclusion: Overall, this project shows potential at improving understanding of patients visiting the VAMC UCC, and in the future reducing inappropriate visits and delays in care.

Included in

Nursing Commons