SHM Converge Scientific Abstract ePoster Gallery-Impact of Clinical Assistants on Patient Care Coordination and Satisfaction

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This pilot study examined whether a clinical assistant role, called “Facili-Gator,” could improve care coordination and free hospitalist physicians to focus more on direct patient care. Hospitalists on the direct care service typically manage 16–18 patients per day and spend substantial time on chart review, ordering, paging, consulting with specialists, coordinating with case managers, rounding, and communicating with families. The team created the Facili-Gator position to reduce these administrative burdens.<br /><br />During a gap year, pre-medical students without clinical training worked 40 hours per week in this non-clinical role. Their responsibilities centered on coordination tasks rather than medical decision-making. These included pre-rounding with patients and nurses to collect questions and concerns, preparing pending orders for physician signature, calling consultants and following up on updates, requesting outside records, informing nurses of the care plan after rounds, and giving patients and families updates on day-to-day matters that did not require clinical explanation. Physicians, nurses, and case managers were surveyed to assess the program.<br /><br />The initial results were positive. Facili-Gators were described as valuable resources for physicians, nurses, case managers, and patients. They helped clarify patient goals and improve patient-centered care, which was associated with better patient satisfaction on the units where they worked. The role also improved communication among nurses, consultants, and patients. During the COVID-19 pandemic, they were especially helpful by using phone and video calls to support communication while allowing physicians to concentrate on direct care. The authors conclude that although this was a small pilot, the program showed promising benefits and could be expanded in the future, possibly by allowing verbal order entry in the EMR and scribing notes.

Asset Subtitle

Kiran Lukose

Meta Tag

Author List Daniel Ortiz, Kiran Lukose, Nicolas N. Kattan, Nila S. Radhakrishnan

Category Innovations

Concept Facilitator

Concept Inpatient hospital medicine workflow

Concept Direct Patient Care

Concept Care Coordination

Concept Administrative Burden

Distinguished Non-Finalist

Presenter Organization University of Florida

Presenting Author Kiran Lukose

Track Communication

Keywords

Facili-Gator

care coordination

hospitalists

patient-centered care

clinical assistant

administrative burden

communication

patient satisfaction

COVID-19 pandemic

pre-medical students

Facilitator

Inpatient hospital medicine workflow

Direct Patient Care

Care Coordination

Administrative Burden