Back to Top Skip to main content

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...

Genetic sequence data for SARS-CoV-2

Infographic
6/5/2020
Infographic describing how DoD was able to conduct genome sequencing on the COVID-19 virus

Genetic sequence data for SARS-CoV-2, the virus that causes #COVID19, plays a vital role in force health protection efforts within the DoD. To jumpstart sequencing efforts, the Armed Forces Health Surveillance Branch's Global Emerging Infections Surveillance and Response applied a collaborative approach to sequencing capabilities. Resulting sequence data will provide critical information about transmission patterns, track diagnostic effectiveness, and guide the development and evaluation of medical countermeasures.

Recommended Content:

Armed Forces Health Surveillance Branch | Coronavirus | Global Emerging Infections Surveillance

Mononucleosis

Infographic
7/1/2019
Mononucleosis

A specimen is tested for mononucleosis at the medical clinic on Ellsworth Air Force Base, South Dakota (U.S. Air Force photo)

Recommended Content:

Health Readiness | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Influenza

Infographic
7/1/2019
Adminstration of a seasonal flu vaccination. (U.S. Navy photo)

Adminstration of a seasonal flu vaccination. (U.S. Navy photo)

Recommended Content:

Health Readiness | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Zika

Infographic
7/1/2019
Zika

Anopheles merus mosquito. (CDC photo by James Gathany)

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Psittacosis

Infographic
7/1/2019
Psittacosis

Green-winged Macaw. (U.S. Air Force photo)

Recommended Content:

Health Readiness | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Norovirus

Infographic
6/1/2019
Norovirus

Norovirus Outbreak in Army Service Members, Camp Arifjan, Kuwait, May 2018 In May 2018, an outbreak of gastrointestinal illnesses due to norovirus occurred at Camp Arifjan, Kuwait. The outbreak lasted 14 days, and a total of 91 cases, of which 8 were laboratory confirmed and 83 were suspected, were identified.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Cyclosporiasis

Infographic
6/1/2019
Cyclosporiasis

Outbreak of Cyclosporiasis in a U.S. Air Force Training Population, Joint Base San Antonio–Lackland, TX, 2018 While bacteria and viruses are the usual causes of gastrointestinal disease outbreaks, 2 Joint Base San Antonio (JBSA)– Lackland, TX, training populations experienced an outbreak of diarrheal illness caused by the parasite Cyclospora cayetanensis in June and July 2018. Cases were identified from outpatient medical records and responses to patient questionnaires.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Female infertility

Infographic
6/1/2019
Female infertility

Female infertility, active component service women, U.S. Armed Forces, 2013–2018 This report presents the incidence and prevalence of diagnosed female infertility among active component service women. During 2013–2018, 8,744 active component women of childbearing potential were diagnosed with infertility for the first time, resulting in an overall incidence of 79.3 cases per 10,000 person-years (p-yrs).

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Ambulatory Visits, Active Component, U.S. Armed Forces, 2018

Infographic
5/1/2019
Ambulatory Visits

Ambulatory Visits, Active Component, U.S. Armed Forces, 2018 This report documents the frequencies, rates, trends, and characteristics of ambulatory healthcare visits of active component members of the U.S. Army, Navy, Air Force, and Marine Corps during 2018.

Recommended Content:

Health Readiness | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Absolute and Relative Morbidity Burdens

Infographic
5/1/2019
Absolute and relative morbidity burdens

Absolute and Relative Morbidity Burdens Attributable To Various Illnesses and Injuries, Active Component, U.S. Armed Forces, 2018 This annual summary uses a standard disease classification system (modified for use among U.S. military members) and several healthcare burden measures to quantify the impacts of various illnesses and injuries among members of the active component of the U.S. Armed Forces in 2018.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Hospitalizations, Active Component, U.S. Armed Forces, 2018

Infographic
5/1/2019
Hospitalizations

Hospitalizations, Active Component, U.S. Armed Forces, 2018 This report documents the frequencies, rates, trends, and distributions of hospitalizations of active component members of the U.S. Army, Navy, Air Force, and Marine Corps during calendar year 2018.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Absolute and Relative Morbidity Burdens Attributable to Various Illnesses and Injuries, Non-Service Member Beneficiaries of the Military Health System, 2018

Infographic
5/1/2019
Morbidity Burdens

The current report represents an update and provides a summary of care provided to non-service members in the MHS during calendar year 2018. Healthcare burden estimates are stratified by direct versus outsourced care and across 4 age groups of healthcare recipients.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Heat Illness

Infographic
4/1/2019
Heat Illness

This report summarizes reportable medical events of heat illness as well as heat illness-related hospitalizations and ambulatory visits among active component service members during 2018 and compares them to the previous 4 years. Episodes of heat stroke and heat exhaustion are summarized separately.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Exertional Rhabdomyolysis

Infographic
4/1/2019
Exertional Rhabdomyolysis

Each year, the MSMR summarizes the numbers, rates, trends, risk factors, and locations of occurrences of exertional heat injuries, including exertional rhabdomyolysis. This report includes the data for 2014–2018.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health

Exertional Hyponatremia

Infographic
4/1/2019
Exertional Hyponatremia

Each year, the MSMR summarizes the numbers, rates, trends, risk factors, and locations of occurrences of exertional heat injuries, including exertional rhabdomyolysis. This report includes the data for 2014–2018.

Recommended Content:

Health Readiness | Armed Forces Health Surveillance Branch | Epidemiology and Analysis | Medical Surveillance Monthly Report | Public Health
<< < 1 2 3 > >> 
Showing results 1 - 15 Page 1 of 3

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.